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.
Requirements
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.
Experience in a service delivery and business model with active partner participation in the end-to-end chain.
Proven communication skills (written and oral) and capable to communicate with multiple levels within customer environment
Excellent customer management and relationship capabilities
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
Experience applying Customer Success concepts and methodologies is a plus
Tech Stack
Switching
Benefits
Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion
Service Delivery Manager at Hewlett Packard Enterprise | JobVerse