Senior Technical Account Manager

Job Description:

The primary role of the Technical Account Manager (TAM) is to deliver proactive services and to provide technical advocacy to customers of TS Support. The TAM will work closely with customers to develop long lasting relationships and customers for life. TAMs are a valued technical resource to customers, peers, and all members of the HPE Account Team. TAMs are typically experts in one (or more) of the defined HPE technologies (servers, storage or networking). The TAM partners with aligned Proactive Service Customers, gaining an in-depth understanding of the customer environments from both a technical and operational perspective. Alternatively, TAMs may be pooled, for example when supporting Proactive Care, TSS Credits and Lifecycle Event Services (LES). TAMs should have an in-depth knowledge of the end-to-end support process and be capable of correcting problems when they occur. In the event of a customer satisfaction issue, the TAM will partner, as needed, with appropriate HPE resources to ensure the issue is resolved.

How you'll make your mark:

• Account Support Plan (Develop/Maintain)
• Operational Profile Management
• Support Activity Reviews (Quarterly, Annually or Variable)
• Lead Proactive Technical Delivery
• Specialist Technical Days
• Onsite Visits
• Deliver/Support Lifecycle Event Services (LES)
• Deliver proactive services accurately and on time
• Provide technical advocacy to HPE Complete Care and GreenLake customers
• On time and professional technical problem management
• All HPE policies and procedures are strictly adhered
• Manage technical problems and escalations professionally and within agreed timelines
• Support daily operations of the GCM Technical Advisory Sofia team

Working relationships:

Internal:

• Account Support Managers; Account Delivery Managers; Service Experience Managers
• Support Services Delivery: WW, Region and Country
• Global Client Management: Customer Experience and Technical Advisory
• Sales
• Escalation Management
• Supply Chain
• Global Technical Support Teams
• Local country organizations
• SSD EMEA Teams

External:

• HPE Customers
• HPE Partners and service providers

About you:

• Bachelor’s degree preferably in technical studies
• 5+ years of experience in technical support, with a proven track record of success
• 5+ years of experience in a customer-facing role
• Relevant technical certifications in Compute HPE technology area
• Strong knowledge of the HPE technologies and HPE Services offerings to provide advice and share best practices
• Deep technical and business expertise to support the team with complex customer escalations and facilitate prompt issue resolution.
• Fluent in written and verbal English
• Fluent in another language is a plus
• Strong IT background, highly technically competent, with a logical and pragmatic approach to problem-solving
• Willingness and ability to travel to customer sites as needed

Personal skills and qualities:

• Analytical troubleshooting and problem-solving skills
• Time management skills and working with strict deadlines
• Excellent customer, telephone, oral and written communications skills
• Ability to influence and collaborate across cross-functional teams
• Team-oriented with a willingness to mentor and support colleagues

Technical skills:

• HPE Product lines intermediate knowledge
• Advanced Business Process Knowledge MS Office
• Deep understanding of internal processes and operational workflows, as well as strong proficiency with product-related tools and resources.
• Familiarity with support/ticketing and reporting tools used for tracking service metrics and account performance
• Comfortable working with data analysis and reporting tools to identify trends (e.g., Excel, Power BI, or equivalent)
• AI literacy, with the ability to apply AI-powered tools to support daily operations, service delivery, and analysis

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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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Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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