Job Description:

The Technical Account Manager (TAM) is a Complete Care\ GreenLake delivery account assigned resource responsible for delivering proactive services, focusing on moving the customer from event-driven to experience-driven service.

What You Bring To The Table:

Account Support Plan (Develop/Maintain)

• The TAM assists the ASM to create an account support plan (ASP). The ASP is a living document that will assist the account team in delivering the Proactive Services the customer has purchased and includes recommendations and expectations from both parties to be successful.

Support Planning and Review

• TAM will collaborate with the ASM to prepare and deliver for the regular Support Planning and Reviews. The Account Support Plan provides a framework and template for having a value-based discussion with the customer.

Support Activity Reviews (Quarterly, Annually or Variable)

• The TAM drives the Technical Review with the customer. This includes a detailed review of all the Support Services Solutions Proactive related activities. Support incident data is analyzed to help identify trends and action plans to reduce risk and recurrence.

Operational Profile Management

• The TAM will collaborate with the ASM to create a technical operational profile of the assigned customer environment to understand the customer technical operation and overall business focus, including but not limited to reducing support incidents and defects. This information can also assist with enhancement implementation and patch analysis.
• Support the ASM with proactive deliverables. The TAM is responsible for the delivery of predefined proactive deliverables at a schedule agreed with the ASM and customer and as defined in the Account Support Plan. The TAM will co-operate with the back-office according to the SDG’s definitions of the services.

Support Credits

• TAM coordinates with ASM on credit usage as part of the Account Support Plan. Refer to Service Activity List. When applicable, the TAM will provide or facilitate consumption of Support Credits for menu or custom agreed services that are within the scope of the TAM or other functions to deliver. This may include System Health Checks, Upgrade Planning Reviews, etc.

Practical Requirements:

• Language requirements - Proficiency required in Cantonese & English
• Develops and maintains strong relationships with customers and the Complete Care assigned account team to contribute to the overall service experience
• Key focus is delivering proactive services and providing technical guidance to customers
• Establishes understanding of customer’s business and IT environment
• Develops and maintains strong knowledge of HPE technologies and HPE Services offerings to provide advice and share best practices
• Identifies potential problems and recommends solutions to prevent occurrence
• Communicates clearly and concisely to demonstrate value add of proactive deliverables
• Leverage active listening and knowledge of HPE solutions to identify areas of additional services and incremental revenue growth
• Deliver to HPE contractual agreements, HPE Service Delivery Guides and/or customer statement of work.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

Job:

Job Level:

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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