Federal Account Support Manager, (Clearance Required; TS SCI with Poly) Onsite

Hewlett Packard Enterprise • Annapolis Junction, MD

11d • $92,600 - $213,500 • Onsite

About The Position

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Requirements

• In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
• Some in-depth knowledge of corporate organization and policies.
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge.
• Anticipate Customer needs, develop proposed solutions, and build consensus.
• Provide Mission Critical customer recommendations to improve processes.
• Experienced knowledge of change management process and tools in complex environment.
• Advanced skills in project management, communication, analysis, and presentation.
• Expertise in area of focus and knowledgeable of future technology directions.
• Mission Critical and ITIL certifications.
• Strong customer relationship management and executive communication skills.
• Experience operating within an escalation-driven support or service delivery environment.
• Ability to coordinate technical and non-technical resources across multiple organizations to achieve customer outcomes.
• Ability to assess customer risks, prioritize competing demands, and drive issues through successful resolution.
• Familiarity with HPE products, support methodologies, operational processes, and support tools highly desired.
• HPE product knowledge and experience supporting HPE compute, storage, networking, AI/HPC, or enterprise infrastructure solutions strongly preferred.
• Background as a Customer Engineer (CE), Technical Account Manager (TAM), Customer Success Manager (CSM), Service Delivery Manager, Program Manager, Resident Engineer, or similar customer-facing infrastructure support role highly valued.
• Experience supporting Federal Government customers, classified environments, or highly regulated environments strongly preferred.
• Bachelor's degree preferred or Associate degree holder (technical field) with 6-8 years working experience in related fields desired.
• Experience in customer-facing service delivery, technical account management, or related support organizations preferred.
• Experience supporting enterprise infrastructure environments, including compute, storage, networking, AI/HPC, or mission-critical systems preferred.
• Experience supporting HPE products, services, support organizations, tools, or enterprise infrastructure solutions strongly preferred.
• Active U.S. Government TS/SCI with Polygraph security clearance required.

Responsibilities

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
• Review support plan for business indicators and map to company service solutions.
• Develop and grow assigned customer account relationships with complex and strategic accounts.
• Act as trusted advisor in the consultant role for customer and company sales teams.
• Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
• Provide suggestions for operational efficiencies.
• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
• Lead Customer Expectation management as part of escalation process.
• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.
• Serve as the primary customer-facing delivery lead for assigned strategic and Federal customer accounts.
• Drive complex technical and business escalations to resolution by coordinating activities across engineering, support, supply chain, field delivery, program management, and account teams.
• Proactively identify customer risks, operational concerns, and service delivery challenges and develop mitigation plans to ensure successful outcomes.
• Facilitate customer service reviews, communicate account health, and provide recommendations to improve operational performance and customer satisfaction.

Benefits

• Health & Wellbeing comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Personal & Professional Development programs catered to helping you reach any career goals.
• Unconditional Inclusion
• Flexibility to manage work and personal needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: Associate degree