HPE Networking Critical Account Manager

HPE Networking Critical Account Manager

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office.

Who We Are:

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.

Job Description:

The Critical Account Manager is a key role within HPE Networking's Global Service Organization. This individual will lead technical and business collaboration efforts necessary for ensuring customer satisfaction and business continuity for HPE Networking's most critical accounts. This person will assemble cross functional teams including, but not limited to, R&D and Product Management to drive permanent issue resolution and maintain our customer-for-life culture. This person will be the voice of HPE Networking for critical issue resolution and an important partner with Sales, Engineering, and Services for ensuring future business preservation.

Key Responsibilities:

• Serve as the central point of contact between Sales, Engineering, Services, and the Customer.
• Own the communication strategy for all open issues, including status updates, progress reports, and risk mitigation planning.
• Schedule and facilitate regular calls with stakeholders, ensuring alignment and accountability.
• Manage the cadence and progress of issue resolution
• Maintain detailed documentation and tracking using tools such as Salesforce, Jira, and internal ticketing systems.
• Create and deliver customer-facing presentations to report on issue status and service improvements.
• Ensure seamless collaboration across global teams while working within the US time zone, with flexibility depending on the account distribution (e.g., East Coast-heavy accounts).
• Support light program management responsibilities related to customer account recovery and strategic issue resolution.
• Must be able to develop a customer satisfaction plan and influence others to deliver to agreed timelines and objectives of that plan.
• Lead all collaboration and communication efforts for a critical customer issue and manage for on-going progress.
• Will provide frequent and highly succinct and technically accurate communications on progress to customers and all levels of executive leadership
• Will be able to adapt to ever changing challenges and use creative thinking and versatility to still ensure a win-win outcome.

Requirements:

• Bachelor's degree in Computer Science, Engineering, or related field.
• Typically, 6+ Years of customer facing service, engineering support or related delivery roles.
• Experience in Service/Technical Escalation Management a plus

Knowledge and Skills:

• Program/Project Management of critical issues in a cross-functional and highly charged and technical environment.
• Understanding of various data networking protocols
• Good breadth of understanding of networking products, solutions and use cases
• Excellent ability to engage with various technical teams (R&D, Field, Partner, 3rd Party etc.,) and facilitate technical analysis and resolution
• Must be able to ensure acceptable and continual progress by influencing, negotiating, communicating, and delegating during technical/business collaboration when necessary.
• Must support and promote a whatever-it-takes, customer-first culture during issue resolution.
• Must have outstanding communication skills both verbal and written that will be used in dealing directly with key customers and all levels of executive staff.
• Ability to work in a highly charged, fast paced and challenging environment and still maintain an effective balance of customer advocacy with HPE Networking's business goals.

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Change Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Data Collection Management (Inactive), Deadline Management, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Process Improvements, Project and Program Management (Inactive), Project Management Tools, Quality Improvement Processes, Relationship Building {+ 4 more}

What We Can Offer You:

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.