Client Success Manager

Technical Account Manager

Technical Account 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:

Responsibilities:

Account Support Plan :

The TAM 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 :

TAM 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 TAM 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 TAM 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 TAM 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 TAM will co-operate with the back-office

according to the SDG’s definitions of the services.

What you need to bring: 

Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.

Minimum 3 to 4 Years of support experience.

Product and Solutions:

• Simple Components: Operating Systems, Networking, Servers, Storage

• Complex Solutions: Cloud, Virtualization

• Product Bundles/Reference Architectures

• Product Solutions Appliances

Portfolio Knowledge

• Complete Care

• GreenLake 

• Lifecycle event services

• TS Support Credits

Account Management

• Business Acumen

• Effective interactions

• Planning and organizing

• Tools and process

Professional Skills

• 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 (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

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.

Job:

Services

Job Level:

Expert

    

    

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.

Experience Level

Mid Level