[Hiring] Service Manager – Networking @Hewlett Packard Enterprise

Role Description

This is a customer facing services role (networking operations environment), who reports to Latam Service Delivery Manager, while collaborating with various internal organizations to deliver a stellar customer experience by ensuring customers attain outcomes with sold products/services.

As a Service Manager – Networking, you will be the single point of contact for all service-related matters on customer’s post-sales journey, managing overall health of assigned customer accounts in LATAM region, acting as a key member of the account while acting as a trusted advisor to the customer.

Responsible for developing and maintaining a strong trusted relationship with their assigned customer(s) and delivering a positive overall service experience from the Company.

Maximizes the value of the company’s offerings and portfolio and guides customers to succeed in achieving their business objectives and outcomes.

Responsibilities

• 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

Qualifications

• 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, Telecom 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

Skills and Abilities required

• Ability to speak and write in Portuguese and English (Spanish 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 plus

Additional Skills

• Accountability
• Action Planning
• Active Learning
• Active Listening
• Bias
• Business Growth
• Business Planning
• Coaching
• Commercial Acumen
• Creativity
• Critical Thinking
• Cross-Functional Teamwork
• Customer Experience Strategy
• Customer Relationship Management (CRM)
• Data Analysis Management
• Data Collection Management
• Data Controls
• Design Thinking
• Empathy
• Follow-Through
• Growth Mindset
• Intellectual Curiosity
• Long Term Planning
• Managing Ambiguity

Benefits

• Health & Wellbeing: Comprehensive suite of benefits that supports physical, financial and emotional wellbeing
• Personal & Professional Development: Specific programs catered to helping you reach any career goals you have
• Unconditional Inclusion: We are unconditionally inclusive in the way we work and celebrate individual uniqueness