Description
This role is responsible for overseeing critical technology areas and customer groups, providing strategic account support, and maintaining advanced technical proficiency and industry awareness.
The role designs support solutions, fosters customer relationships, and acts as a trusted advisor in service delivery.
The role contributes to complex projects, establishes policies, and mentors lower-level employees while building productive internal and external relationships.
Responsibilities
- Oversees multiple critical or high-risk technology areas or customer groups, while integrating technical proficiency and business insight to devise customer-oriented solutions.
- Delivers strategic account support by consistently upholding advanced technical and operational prowess and staying abreast of industry dynamics.
- Evaluates support plans based on business indicators and aligns them with the organisation's service solutions.
- Cultivates and expands relationships with complex and strategic customer accounts, thereby nurturing growth.
- Acts as a trusted advisor and consultant, for both customers and the organisation, in service delivery, whether related to business, technology, industry, or specific applications.
- Designs and executes support solutions, leading the team's efforts towards comprehensive solution planning, execution, and management.
- Develops and presents Value Based Delivery (VBD) account plans tailored to specific accounts and leads customer expectation management within the escalation process.
- Contributes inputs to operational methods and initiatives that could impact business management strategies within a given geographic area.
- Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
- Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.
Education & Experience Recommended Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence. 8-10 years of work experience, preferably in HP products in Customer base, account management, computer customer support, on-site customer support, Mission Critical, systems experience, or a related field.
Benefits:
- Health insurance
- Dental insurance
- Vision insurance
- Long-term/short-term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including:
- 4-12 weeks fully-paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave