Account General Support Manager, Software

Key Tasks

  • Strategic advisor for support activities, partnering with executive level to tailor support experience.
  • Coordinate and manage internal FlexCare team activities to present “one face” to customer.
  • Own overall post-sales customer satisfaction
  • Support the Renewal process to increase predictability and success.
  • Regular governance meetings with assigned accounts.
  • Facilitate FlexCare defined review meeting (remote review, QBR, etc.)
  • Onboarding, license adoption and deployment, for assigned accounts.
  • Assist with post-sales issues or requests across all HPE Software products.
  • Assist with product deployment and upgrade strategy.
  • Own/Assist with At-Risk / Escalation issues
  • Identify and assist with upsells, cross-sells, and leads.
  • Overall responsibility for planning and delivery of FlexCare Credits.

Critical Competencies

  • Minimum 2 years of experience in a Software business, preferably in a support account management, support delivery capacity or professional services capacity.
  • Subject Matter Expert i.e. ITIL certified or personal experience in Support or IT Management.
  • Understanding of support delivery i.e. processes, key metrics, customer expectations
  • Strong customer service skills.
  • Good technical background and awareness.
  • Excellent written and verbal communication, listening and presentation skills.
  • Commands respect at all levels of interaction.
  • Demonstrates authority and seniority.
  • Ability to interact unassisted at Management level.
  • Ability to work unsupervised.
  • Excellent attention to detail.
  • Enthusiastic, self-driven, motivated, confident, goal oriented.
  • Fluent English communication skill
  • Frequent customer sites work required (Toyota-city/Aichi)

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