Sensitive Account Manager

Sensitive Account Manager

Sensitive Account Manager

Sensitive Account Manager


 7 - 12 yrs  


Job Description


Timing:- Night Shift (US/Europe Shift)


The Technical Escalation Management (TEM) Team is part of the Escalation Management (EM) Group within the Global Shared Delivery (GSD) Organization and is uniquely positioned to help customers transform their businesses and get measurably more from their IT investments. The Technical Escalation Manager, is a key contributor to the success of the company. The Sensitive Account Manager (SAM) is key to customer satisfaction. This individual brings together all the elements needed to drive down the overall customer impact score and improve the customer health index by collaborating with and leading HPE internal teams to ensure expedited resolution of critical cases/issues. The SAM understands impact to the customer, defines the scope of the escalation and defines the strategy and course of action.

The Sensitive Account Manager is part of a highly valued team within HPE that coordinates technical resources across multiple departments and ensures customer success by communicating professionally and in a timely manner during the process of managing the overall account. This team manages all internal communications and drives different teams to ensure the customer communication is done in a timely manner. The holder of this position will be part of the Sensitive Account Team, reporting to the Manager Sensitive Accounts.

Other key deliverables include:

? Success in the role requires an innovative mind, a proven track record of managing successful accounts, rigorous analytical skills, extraordinary project/account management skills and a passion for providing high quality solutions 

? Act as the focal point for the account identified liaising with all the technical and the delivery teams.

? Manage an account end to end by driving all the cross functional team to ensure the customers health index improves

? Responsible for data mining and proactive account management and end to end internal communications.

? Act as the internal advocate and liaison to drive customer satisfaction. ? Create a plan of action for each issue by aligning technical resources including Escalation Specialist, Level 2 Teams, Field Technical support representatives and Engineering to drive timely resolution internally.
? Proactively engage with internal stake holders to help HPE meet SLAs, organizational goals and metrics.
? Understand the technical problem and its impact to the customers business.
? Spearhead internal conference calls on any issues related to the assigned accounts.
? Create strong synergies within the internal teams, along with being an active participant in the EM community.
? Ensure highest levels of customer satisfaction by proactively delivering information about any issues that have been highlighted for the identified account. Maintain a strong commitment to building relationships with all the internal stake holders.

Operational Excellence:
? Must actively work with all groups, tools and processes to resolve open issues in an efficient and timely manner.
? Adhere to TEM tools documentation standards
? Provide timely updates to all the internal stake holders.

Skill-Set Requirements:

? Communication: Must possess strong & effective communication skills, both oral and written such that you are able to interact with diverse internal technical groups, key account stakeholders including Senior Leadership Teams.

? Technical Comprehension: Should be able to comprehend technical content from meetings, discussions and case notes and be able to summarise for non-technical management understanding.

? Negotiation: Should be intuitive and perceptive; must have active listening and comprehension abilities; must possess extremely good persuasion skills

? Presentation: Should have excellent presentation development and delivery skills. ? Mentor: Must have coaching and mentorship abilities.
? Team-player: Must be capable of embracing the ideas of others (even if they conflict with your own) for the sake of the company and client.

? Entrepreneurial: Should have the passion for customer success and be able to thrive in a fast-paced, changing environment and be excited by the chance to play a large role.

? Self-motivated: Be able to work with minimum supervision and be capable of strategically prioritizing multiple tasks in a proactive manner.

? Leadership: Must be able to step up to challenges, take initiatives and be able to drive decisions; must be able to lead diverse teams to success.

Professional qualification requirement
? 8 years experience in project/escalation management or in similar roles/businesses
? Experience in working with technology business, preferably storage, servers, and networking.
? 3 + years experience in handling high level escalations for huge organizations or similar demonstrated experience
? Bachelor's (undergraduate) degree or Master's (graduate)degree in technical/scientific discipline or equivalent on the job experience
? Knowledge management skills: creation and re-use of intellectual capital
? Excellent communication and leadership skills
? Excellent project management and organizational skills
? Team player: ability and willingness to motivate and support technical engineers and account teams you work with.
? Should be flexible to work 24X7 shifts as the EM organization supports global accounts (all of AMS, EMEA and APJ).
? ITIL & PMI knowledge or certification will be an added asset.

? Good understanding of Service Management principles
? Excellent understanding of Incident Management and Problem Management (ITIL certification a plus).
? Understanding of Project Management tools and techniques (PMP certification a plus)
? Experience in the Services and Technology Industry
? Highly proficient in English language (both oral and written)
? Able to lead cross-functional teams to achieve desired outcomes
? Able to make and drive sound decisions under high stress
? Effective at problem-solving
? Ability to summarize technical content for non-technical executive audience
? Broad knowledge of corporate policies and processes
? Understanding of business management principles and practices
? Good knowledge of HPE products & services, competitors, market trends, etc.

Salary: Not Disclosed by Recruiter

Industry:BPO, Call Centre, ITeS

Functional Area:ITES BPO KPO LPO Customer Service Operations

Role Category:Senior Management

Role:Service Delivery Leader

Employment Type:Permanent Job, Full Time

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