Customer Support Manager

Customer Support Manager

  

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

Job Description:

   

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

What you’ll do:

The Customer Support Manager (CSM) is a Complete Care delivery account assigned resource responsible for delivering proactive services, focusing on moving the customer from event-driven to experience-driven service.

Responsibilities:

• Customer Support Plan (Develop/Maintain)

The CSM assists the ASM to create an account support plan (ASP). The
ASP is a living document that will assist the account team in delivering the
Proactive Services the customer has purchased and includes
recommendations and expectations from both parties to be successful.

• Support Planning and Review

CSM will collaborate with the ASM to prepare and deliver for the regular
Support Planning and Reviews. The Account Support Plan provides a
framework and template for having a value-based discussion with the
customer.

• Support Activity Reviews (Quarterly, Annually or Variable)
  The CSM drives the Technical Review with the customer. This includes a
  detailed review of all the Support Services Solutions Proactive related
  activities. Support incident data is analyzed to help identify trends and action
  plans to reduce risk and recurrence.

• Operational Profile Management
  The CSM will collaborate with the ASM to create a technical operational
  profile of the assigned customer environment to understand the customer
  technical operation and overall business focus, including but not limited to
  reducing support incidents and defects. This information can also assist with
  enhancement implementation and patch analysis.

• Support the ASM with proactive deliverables
  The CSM is responsible for the delivery of predefined proactive deliverables
  at a schedule agreed with the ASM and customer and as defined in the
  Account Support Plan. The CSM will co-operate with the back-office
  according to the SDG’s definitions of the services.

What you need to bring:

Knowledge and Skills:

 Product and Solutions
• Simple Components: Operating Systems, Networking, Servers, Storage
• Complex Solutions: Cloud, Virtualization
• Product Bundles/Reference Architectures
• Product Solutions Appliances, “Systems” (i.e., CS7000, NFV, Apollo 8000)

Portfolio Knowledge
• Datacenter Care
• Proactive Care
• Flexible Capacity
• Lifecycle event services
• Datacenter Care building blocks
• TS Support Credits

Account Management
• Business Acumen
• Effective interactions
• Planning and organizing
• Tools and process

Professional Skills
• Customer-centric mind set Essentials (CCM1)
• Understanding MC/DC and Proactive Customers (CCM2)
• Influencing MC/DC and Proactive Customers (CCM3) – Optional
• Service management – ITIL Foundation.

• Accountability,

Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity, Long Term Planning

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.

#india

#operations

Job:

Services

Job Level:

Specialist

    

    

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.

   

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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.