As an Account Support Manager, this position requires
someone with excellent customer facing and teaming skills, an in-depth
understanding of HP’s Mission Critical proactive services and deliverables, who
can effectively lead and project manage HP Services, and has the ability to
recognize and position TSD growth opportunities utilizing the Consultative
Approach method. This position will be based out of the Seattle, WA area,
providing proactive support in a Blade System, converged infrastructure
environment. This individual will be working closely with both the sales
and delivery account teams so good relationship building and teaming skills are
High Performance Computing Technologies
- Technical hardware knowledge and expertise across the BCS and ISS portfolios with emphasis in ISS implementation – especially Blade System Linux, VMWare and
- Demonstrated leadership, project management and account management
growth and development.
- A high degree of motivation and initiative for professional and technical
on business needs.
- Innovative problem solving skills and willingness to adapt the approach based
Director and CXO levels.
- Demonstrated ability to build and maintain customer relationships at IT
- Experience managing customer technical and business escalations in a fast-paced
responsiveness, and to develop and follow through with in-depth business plans
- Excellent written and verbal communication skills
- ITSM Foundations and/or advanced level training and certification
- MC2 and/or NI62 equivalent training
- Ability to perform at a high standard of efficiency, quality TCE,
with minimal to no supervision
Education and Experience Required:
Bachelor’s degree preferred or Associate degree holder (technical field) with 5- 7 years working experience in related fields desired.
Knowledge and Skills Required:
Thorough knowledge of HP products and services offerings, HP organization, competition, third party products and market trends. Broad knowledge of corporate organization, job, and policies. Comprehensive business, technical or functional knowledge at an expert level. Communicate tactfully with diplomacy up to senior management levels within an organization. Active listening skills and ability to adjust messages to audience level. Problem-solving skills (proactive, reactive and creative). Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination. Well versed in core technical competencies and peaked in some technical area(s) Intermediate skills in project management, communication, analysis and presentation. Provide suggestions for operational efficiencies.
Critical Competencies to Drive Business Results:
Actively builds deeper technical depth in area-of-expertise, and expands knowledge base through development of associated but unfamiliar areas
Service Opportunity Review
Understands HP's installed base and the range of service contract coverage available, and applies this knowledge to advance and expand opportunities
Customer Experience Management (remote)
Interfaces effectively with customers and internal resources to promote trusted advisor status of HP within accounts and facilitate uniform account support
Acts quickly to resolve customer issues in a way that retains trust and maintains delight with HP
Customer Technical Information Sharing
Builds trust & confidence in HP's technical consultative capabilities through education & assistance
Services Support Policies & Procedures
Applies understanding of HP service organization and functions to support internal and external customer requests
HPS/BU Business Context
Understands the market segments sold into, the business challenges addressed by HP Services (HPS)/Business Unit (BU) solutions, and HP's strategy for market penetration
Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold
HPS Solution Interfaces
Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies
Understands the strategy and customer requirements involved in deploying software solutions
Develops methods for supporting innovation and change across the organization
Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution
Hewlett-Packard Company, or HP, is a multinational information technology corporation headquartered in Palo Alto, California, USA. HP got...