* Customer onboarding* Manage the customer experience with recurring meetings to supervise related activities and outcomes* Engages and manages the post-sales relationship with the customers* Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives.* Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.* Incident and escalation management, provides remote operational support and remediation* Responsible for incident ownership, managing all high and critical incidents* Logistics support on RMAs* Installed base management and entitlement, escalation/remediation* E2E coordination with internal areas and stakeholders such as global technical support center, global customer care, global logistics, engineering and product departments* Prepare and conduct monthly and quarterly business reviews with end customer and internal stakeholders* Extract, handle and analyze information and data related to the main indicators of the support and after-sales process, building reports to be presented to different audiences at operational and executive level* Analyze trends for further discussion, define actions to address issues & concerns.* Support business partners and resellers on post-sales activities* Develop, communicate and update account strategies with the sales account team, customer service team & the customer.* Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery.* Bachelor’s degree in Engineering, Computer Science or equivalent* 5 - 7 years of relevant work experience in Service Delivery / Services Management / Services Account management / Service Assurance* Service mindset and proactive attitude* Ideally leading large technical account activity for a Service Provider or large Enterprise customer.* Has proven background in managing complex customers and a clear ability to understand how to prioritize, while considering both customer and the company business requirements.* Experience in a service delivery and business model with active partner participation in the end-to-end chain.* Applies knowledge/skills through handling complex problems and/or coordinating work which may extend beyond own area of expertise.* Demonstrated ownership and management of service and support escalations and remediation planning* Proven communication skills (written and oral) and capable to communicate with multiple levels within customer environment* Excellent customer management and relationship capabilities* Ability to speak and write in English and Spanish fluently (Portuguese is a plus)* Some background in IP-based networks or Software technologies (Core & edge routing, Switching, Data Center, campus switching/Networking, Internet Security, Network management)* Proficient with Microsoft Office* Strong data analysis capabilities* Executive engagement and communications* Experience leading a cross-functional team* Holds self-accountable for complying with policies, procedures and work requirements.* Customer service and support* Strong communication and presentation skills* Experience applying Customer Success concepts and methodologies is a plusHPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: .**Hewlett Packard Enterprise**Technology innovation that fosters business transformation.We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives.Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.**COVID Policy**The health and safety of our team members, customers and partners is paramount at HPE. Accordingly, be fully vaccinated against COVID-19 by the employment start date where permitted by law. Exemptions based on medical, religious or other grounds will be processed and approved in accordance with local laws.**Standards of Business Conduct (SBC)**The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors.Read more about how we**Equal Opportunity Employer (EEO)**Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law. Please click here: **.**If you’d like more information about your EEO right as an applicant under the law, please click here:**E-Verify** **(US & PR only)** HPE is an E-Verify employer. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information. You can also download the posters with information on legal rights and protection by clicking and .**Accessibility**Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified, differently abled individuals. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please email recruiting@hpe.com. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.**Disclosure of Sensitive Personal Data**Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.if applicable to the role you applied to, you must
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