The primary role of the Technical Account Manager (TAM) is to deliver proactive services and provide technical advocacy to Customers of Technical Services (TS) Support Services. TAMs require a strong technical aptitude for preventing problems; are a valued technical resource to customers, peers; and all members of the Hewlett Packard Enterprise (HPE) Account Team. A TAM partners with their aligned Proactive Service customers to gain an in-depth understanding of the customer’s environment, from both a technical and operational perspective, to ensure the best level of reactive and proactive support is provided. A TAM may also support Proactive Care and Lifecycle Event Services (LES), where they would not be directly aligned to the customer. TAMs are usually experts in one or more of the main TS technologies, such as servers, storage or networking; and have very strong communication skills. In the event of a customer satisfaction issue, the TAM will collaborate, as required, with all appropriate Global Support Delivery (GSD) resources to ensure resolution. The primary aim of a TAM is to work closely with customers, fostering long lasting relationships, which promote customer loyalty.
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Expert in one or more of the main TS technologies, such as servers, storage or networking
Foundational level knowledge across all enterprise technologies.
Intermediate level knowledge in Converged Infrastructure and Management Tools.
Good level of general knowledge, covering both software and hardware.
Project management skills would be advantageous.
Knowledge of virtualization solutions.
Knowledge of Microsoft or Linux Operating Systems.
Knowledge in Microsoft Office pack.
TAMs are required to maintain their knowledge and keep track of emerging technologies.
End-to-end (E2E) understanding of HPE’s portfolio.
Customer Services Skills
Superior verbal and written communication; and listening skills.
Proven problem solving experience and analytical skills, related to a technical environment.
Proficient at building effective relationships at all levels of customer, from technical support staff to senior management.
Excellent customer service skills; successfully interfacing with external and internal customers, whilst maintaining high levels of professionalism and integrity.
Strong verbal, negotiating and influencing skills.
Professional and Personal Skills
Excellent planning and organization.
Strong time management and task prioritization.
Good presentation skills and the ability to speak in front of groups, either virtually or in face-to-face meetings.
Enthusiastic and bright individual, with a technical background.
Ability to work well within a team and motivate others, as well as being able to work independently to meet deadlines.
Initiative to go above and beyond day to day responsibilities.
Natural flair for technology and an eagerness for continual learning.
Meticulous attention to detail.
Ability to analyse trends and recommend solutions suitable to a customer’s business requirements.
Willing to take action to improve customer’s support experience.
Capable of identifying new business opportunities.
Willing and able to travel, as required, for customer engagements.
Qualifications
A bachelor’s degree in Computer Science or a similar field, would be preferable.
Three years’ experience, in an IT related job role.
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