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Customer Manager – Proactive Support, HPE Storage Products
Hewlett Packard Enterprise. Support the UKIMEA region during its business hours from Bengaluru evening/night hours .
About the role
Key responsibilities & impact- Support the UKIMEA region during its business hours from Bengaluru evening/night hours
- Act as a proactive support account manager for HPE Storage Products, including MP Block, MP File, and MP Object
- Apply advanced subject matter expertise to solve complex storage-product business issues
- Resolve technical hardware and software issues from internal and external businesses, end users, and proactive notification systems
- Respond to service, product, technical, and customer-relations questions about features, specifications, repairs, products, parts, and options
- Proactively help businesses and end users avoid or reduce problem occurrence
- Contribute to new ideas, methods, automation, process improvements, and policies
- Lead or provide expertise to functional project teams and cross-functional initiatives
- Represent HPE at customer-location visits, industry conferences/trade shows, and vendor meetings
- Partner frequently with the Sales Pursuit team
- Document solutions for technicians and customers
- Mentor new or lower-level employees
- Lead resolution activities with escalated customers
- Provide direction and guidance on process improvements
Requirements
What you’ll need- Vocational apprenticeship/certification completion; may be technical or non-technical and may include on-the-job training
- Associate degree or equivalent experience
- BA/BS or equivalent experience preferred
- 3–5 years of experience in relevant technologies and customer environments
- Relevant industry qualification where applicable
- Fluent/native English region language
- Storage and/or host virtualization skills or relevant experience in HPE Storage products, including MP Block
- Excellent verbal and written communication skills in the language supported
- Experience troubleshooting in a technical environment
- Excellent analytical and problem-solving skills
- Software and hardware knowledge of computing, storage, and peripheral devices
- Advanced proficiency with case management databases and tools
- Superior customer service skills
- Phone and remote support experience
- Understanding and utilization of ITIL
- Ability to work an 8-hour late shift within 12:30 PM–9:30 PM Bengaluru time
- Ability to mentor and guide employees
- Ability to lead resolution activities with escalated customers
- Ability to contribute to technical action plans
Benefits
Comp & perks- Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing
- Personal and professional development programs
- Career development opportunities to become a knowledge expert or apply skills to another division
- Flexible work arrangements to manage work and personal needs
- Inclusive workplace
- Reasonable accommodation during application or interview process for applicants with disabilities