Technical Account Manager/Technical Advisor

Overview

Technical Account Manager / Technical Advisor role within HPE Operations, supporting the account team in delivering proactive services and technical guidance to assigned customers.

What you'll do

• Assist the ASM to create and maintain the Account Support Plan (ASP), a living document covering proactive services and expectations of both parties.
• Collaborate with the ASM to prepare and deliver regular Support Planning and Reviews with the customer.
• Drive the Technical Review with the customer, including a detailed review of all proactive support activities.
• Analyze support incident data to identify trends and action plans to reduce risk and recurrence.
• Collaborate with the ASM to create a technical operational profile of the customer environment, including its technical operation and business focus.
• Support the ASM with proactive deliverables, delivering them on the agreed schedule as defined in the Account Support Plan.
• Co-operate with the back-office according to the SDG's definitions of the services.
• Collaborate with the customer to understand and document the selected HPE technology category, including equipment configuration, O/S, interconnects, workloads, and 3rd party HW/SW used alongside it.
• Conduct quarterly advanced technical advice and guidance sessions on topics determined by the customer, up to 4 times a year.

What you'll need

• Bachelor's or Master's degree in Mechanical, Electrical, or other Engineering, Computer Science, or equivalent.
• Typically 5+ years of experience.
• Knowledge of simple components: Operating Systems, Networking, Servers, Storage.
• Knowledge of complex solutions: Cloud, Virtualization.
• Knowledge of product bundles/reference architectures.
• Knowledge of product solutions appliances and systems (e.g., CS7000, NFV, Apollo 8000).
• Portfolio knowledge of Datacenter Care, Proactive Care, Flexible Capacity, Lifecycle event services, Datacenter Care building blocks, and TS Support Credits.
• Account management skills: business acumen, effective interactions, planning and organizing, tools and process.
• Professional skill: customer-centric mindset, Essentials (CCM1).
• Understanding of MC/DC and Proactive Customers (CCM2).
• Service management knowledge: ITIL Foundation.

Nice to have

• Influencing MC/DC and Proactive Customers (CCM3).

Details

• Hybrid role: on average 2 days per week from an HPE office.