Anunțul a expirat sau angajatul a fost găsit.
Account Support Manager
Hewlett-Packard
5 mai 2010
Chișinău
In this role you will be responsible for developing and maintaining a strong relationship with their designated customer. You will act as the technical reference for customers in planning service improvements, promote and implement HP support initiatives for the customer and leading edge technology tools. You will also be responsible for third party services to the customer.
Key Tasks:
• Communicating with customer on an ongoing basis on all aspects of service support
• Verifying technical and economic contents of the service together with the Delivery Manager
• Controlling the actual service level compared with SLA.
• Maintaining and improving budget (cost/revenues) to defined targets
• Defining the Account Support Plan on the base of the SLA
• Retain 90% of customer contract renewals and provides up selling opportunities.
• Coordinating the delivery team and resources
• Conducting Operational Reviews and is responsible for the implementation of planned activities
• Defining the plans of change management for the Mission Critical environment applying the ITSM methodology
• Supporting the customer in problem/escalation management
• Leading and owning the resolution of all technical escalations
• Maintaining a complete understanding of the service and of the customer’s state, identifying opportunity and up selling areas.
• Proactively proposing enhancements to the customer in order to improve the quality of the service and develop HPS Business (i.e. promoting Technical Services)
• Leading operations and activity reviews
• Tracking the Installed Base of the customer and verify it with admin
Experience / Knowledge/ Education
• University Degree in Engineering or IT or equivalent
• 1 to 3 years experience as Customer Engineer or similar
• Excellent communication and relationship management skills
• Good presentation skills
• Understand project management methodology
• Financial understanding
• Fluent English
• Demonstrated service soft skills
Key Tasks:
• Communicating with customer on an ongoing basis on all aspects of service support
• Verifying technical and economic contents of the service together with the Delivery Manager
• Controlling the actual service level compared with SLA.
• Maintaining and improving budget (cost/revenues) to defined targets
• Defining the Account Support Plan on the base of the SLA
• Retain 90% of customer contract renewals and provides up selling opportunities.
• Coordinating the delivery team and resources
• Conducting Operational Reviews and is responsible for the implementation of planned activities
• Defining the plans of change management for the Mission Critical environment applying the ITSM methodology
• Supporting the customer in problem/escalation management
• Leading and owning the resolution of all technical escalations
• Maintaining a complete understanding of the service and of the customer’s state, identifying opportunity and up selling areas.
• Proactively proposing enhancements to the customer in order to improve the quality of the service and develop HPS Business (i.e. promoting Technical Services)
• Leading operations and activity reviews
• Tracking the Installed Base of the customer and verify it with admin
Experience / Knowledge/ Education
• University Degree in Engineering or IT or equivalent
• 1 to 3 years experience as Customer Engineer or similar
• Excellent communication and relationship management skills
• Good presentation skills
• Understand project management methodology
• Financial understanding
• Fluent English
• Demonstrated service soft skills
Adresa:
Chișinău
Data actualizării:
5 mai 2010
Anunțul a expirat sau angajatul a fost găsit.
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