Federal Account Support Manager, (Clearance Required: TS/SCI with Poly) Onsite

Federal Account Support Manager, (Clearance Required: TS/SCI with Poly) Onsite

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Job Description:

   

Management Level Definition:

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

US Citizenship Required

Clearance: TS/SCI with Full Scope Poly

This is not a remote role. Candidates should expect to work onsite at an HPE office and/or customer location as required by the supported program and customer requirements.

Responsibilities:

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
• Review support plan for business indicators and map to company service solutions.
• Develop and grow assigned customer account relationships with complex and strategic accounts.
• Act as trusted advisor in the consultant role for customer and company sales teams.
• Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
• Provide suggestions for operational efficiencies.
• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
• Lead Customer Expectation management as part of escalation process.
• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.
• Serve as the primary customer-facing delivery lead for assigned strategic and Federal customer accounts.
• Drive complex technical and business escalations to resolution by coordinating activities across engineering, support, supply chain, field delivery, program management, and account teams.
• Proactively identify customer risks, operational concerns, and service delivery challenges and develop mitigation plans to ensure successful outcomes.
• Facilitate customer service reviews, communicate account health, and provide recommendations to improve operational performance and customer satisfaction.

Knowledge and Skills:

• In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
• Some in-depth knowledge of corporate organization and policies.
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge.
• Anticipate Customer needs, develop proposed solutions, and build consensus.
• Provide Mission Critical customer recommendations to improve processes.
• Experienced knowledge of change management process and tools in complex environment.
• Advanced skills in project management, communication, analysis, and presentation.
• Expertise in area of focus and knowledgeable of future technology directions.
• Mission Critical and ITIL certifications.
• Strong customer relationship management and executive communication skills.
• Experience operating within an escalation-driven support or service delivery environment.
• Ability to coordinate technical and non-technical resources across multiple organizations to achieve customer outcomes.
• Ability to assess customer risks, prioritize competing demands, and drive issues through successful resolution.
• Familiarity with HPE products, support methodologies, operational processes, and support tools highly desired.
• HPE product knowledge and experience supporting HPE compute, storage, networking, AI/HPC, or enterprise infrastructure solutions strongly preferred.
• Background as a Customer Engineer (CE), Technical Account Manager (TAM), Customer Success Manager (CSM), Service Delivery Manager, Program Manager, Resident Engineer, or similar customer-facing infrastructure support role highly valued.
• Experience supporting Federal Government customers, classified environments, or highly regulated environments strongly preferred.

Education and Experience Required:

• Bachelor's degree preferred or Associate degree holder (technical field) with 6-8 years working experience in related fields desired.
• Experience in customer-facing service delivery, technical account management, or related support organizations preferred.
• Experience supporting enterprise infrastructure environments, including compute, storage, networking, AI/HPC, or mission-critical systems preferred.
• Experience supporting HPE products, services, support organizations, tools, or enterprise infrastructure solutions strongly preferred.
• Active U.S. Government TS/SCI with Polygraph security clearance required.

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#federalcleared

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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#operations

Job:

Services

Job Level:

Expert

    

Pay Disclosure Statement
"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
– United States of America: Annual Salary USD 92,600 - 213,500 in Maryland
The listed salary range reflects base salary. Variable incentives may also be offered." "The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

   

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.