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Account Support Manager - Hungary

What you need to know about the job

    Job ID: 1061062
    Date Posted: 2020. 03. 17.
    Primary Location: Budapest, Budapest
    Job Category: Services
    Schedule: Full time
    Shift: No shift worker - zero premium (Hungary)

    The Account Support Manager is a direct client contact position responsible for leading delivery of all high value and in- scope contracted services ensuring that performance goals and cost commitments are met. The ASM works closely together with business partners and vendors using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Service Team (AST) operational model driving best-in-class TCE and Quality. The ASM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, while managing scope, resources, cost of delivery and coordination. The ASM understands the client to analyze delivery requirements, contribute to client’s strategic business plan, and recognize incremental revenue opportunities. The ASM manages overall delivery commitments to the customer as the single point of delivery accountability within each account for meeting delivery targets, service excellence, and operating within the financial model and is the principal contact for all service operational and tactical issues for the client and the company delivery organizations.

Responsibilities:

  • Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
  • Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan.
  • Contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages performance metrics, reporting, escalation & communication.
  • Ensures performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans.
  • Supports AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
  • Contributes to achieve Sales account plan.
  • Acts as a team or project leader for AST/delivery teams by providing managerial and technical direction.

Education and Experience Required:

  • First Level University Degree or equivalent combination of education and experience.
  • 5 -8 years relevant industry experience.
  • ITIL/ITSM knowledge.

Knowledge and Skills:

  • Ability to build & manage strong customer relationship.
  • Influence & negotiation skill.
  • Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.
  • Ability to understand & analyze an issue or problem to implement a corrective action plan.
  • Applies appropriate technical knowledge and methods to resolve business issues.
  • Ability to lead cross cultural, cross tower & cross business team for effective & efficient customer support.
  • Consistently applies Quality & Continuous Improvement Plans.
  • Ability to develop & present high impact message to customer.
  • Industry sector knowledge (finance, manufacturing, etc.).
  • Crisis & conflict management.

Sector(s):

  • Business Supporting Centres
  • Client Support, Administration
  • IT Support
  • IT Operation, Telecommunication
  • IT Support, Helpdesk
  • Full time

Experience required:

  • 5-10 years professional experience

Required language level:

  • English - intermediate / communication

Job location:

Budapest

How to apply/ contact information:

You can apply with the „Jelentkezem" button underneath.

HPE is an equal opportunity employer/Female/Minority/Individual with Disabilities/Protected Veteran Status