Technical Services Manager (TSM)

Job Description

Job Description:

Aruba/HPE’s Customer Success, is responsible for providing customers with a top-tier, tightly integrated support model emphasizing a focused detail and knowledge of the customer’s deployed network solution, configuration, performance and product features. Specific responsibilities will include focus on Case Management, Performance Management and Solution Management of the customer’s network. The Technical Service Manager is responsible for oversight and managing the technical relationship with Aruba/HPE’s top tier Premier Support customers. You will be working closely with Account Management, Engineering, Product Management and Global Support teams to provide and ensure high quality pre and post-sales support to manage customer satisfaction and strengthen customer relationships.

How You'll Make Your Mark:

Pre-Sales Support-

• Play an important role in supporting the sales teams by understanding and aligning with their strategic plans for the customer.

• Work with product development teams to enhance and develop new features for customers.

• Explain how the proposed product or solution is in alignment with the customer’s requirements.

After-Sales Support-

• Own the overall post-sales technical relationship with named customers, and be responsible for total customer experience for assigned accounts.

• Provide service and support to customers with an emphasis on: Case Management, Performance Management, and Solutions Management.

• Provide project management skills to create installation and/or refresh programs that minimize disruption for customers.

Ongoing Support-

• Monitor ongoing support to assigned customers and serve as escalation point as needed. Identifying any issues and recommending changes.

• Provide regular periodic review meetings with customers to discuss any issues or problems and provide reports to the other members of the account team.

• Provide quarterly performance reviews, track trends and share lessons learned with focus on continuous improvement.

Product Development-

• Monitor product performance and associated support needs.

• Identify opportunities to upgrade or modify products to meet customers’ needs.

• Provide reports on product performance to the development team and advise customers on new products or upgrades that may be suitable for their business.

About You:

• 5+ years’ experience in technical support and/or professional services within the high tech industry.

• 5+ years of customer facing pre-sales experience and/or services delivery roles.

• Demonstrated ability to prioritize within a demanding workload and deliver results under pressure.

• Broad technical knowledge of heterogeneous environments used by Enterprise Accounts.

• Previous account management experience required, with demonstrable achievement of KPIs relating to customer satisfaction and account development.

• Willingness and ability to travel in a post-Covid-19 environment (occasionally)

How You Will Grow:

• Experience in customer success, technical support, project management and product development.

• Release Management: Qualifying, scoping and tracking Feature Requests and Feature Enhancements.

• Quality Assurance: Development of Test Plans and Test Cases to verify functionality and performance.

• New Product Introduction: Ability to work with the customer to introduce new releases, features and functionality with minimum impact.

• Hands-on experience with mobility wireless technology and networking. Emphasis on Edge-to-Cloud, APs, Controllers, Security, Network Monitoring and Troubleshooting.

What We Can Offer You:

Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world ́s most attractive employers! At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth.

If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you. Continue the conversation by clicking apply now below, or directly via our Careers Portal at www.hpe.com/careers.

Join us and make your mark!

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

Job:

Job Level:

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

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.