Federal Account Support Manager, (Clearance Required; TS SCI with Poly) Onsite

Zerto; Maryland; On-site; USD 100,000 - 140,000; Full time

Job summary

Hewlett Packard Enterprise is seeking a Federal Account Support Manager to manage complex, strategic Federal accounts onsite in Maryland. The role requires US citizenship and active TS/SCI with Full Scope Poly clearance.

You will lead cross-functional delivery teams, coordinate with engineering, support, and sales to drive high-impact solutions for mission-critical programs. The position emphasizes expert guidance, client-facing leadership, and the ability to align service delivery with

Qualifications

• US citizenship required.
• Clearance: TS/SCI with Full Scope Poly.
• Onsite work at HPE office or customer location as required.

Responsibilities

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
• Integrate technical knowledge and business understanding to create solutions for customer.
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
• Act as a consultant in service delivery business, technology, industry or specific application.
• Resolve technical and some business incidents independently.
• Mentor/assist less-experienced team members on complex incidents.
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
• Review support plan for business indicators and map to company service solutions.
• Develop and grow assigned customer account relationships with complex and strategic accounts.
• Act as trusted advisor in the consultant role for customer and company sales teams.
• Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
• Provide suggestions for operational efficiencies.
• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
• Lead Customer Expectation management as part of escalation process.
• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.
• Serve as the primary customer-facing delivery lead for assigned strategic and Federal customer accounts.
• Drive complex technical and business escalations to resolution by coordinating activities across engineering, support, supply chain, field delivery, program management, and account teams.
• Proactively identify customer risks, operational concerns, and service delivery challenges and develop mitigation plans to ensure successful outcomes.
• Facilitate customer service reviews, communicate account health, and provide recommendations to improve operational performance and customer satisfaction.

Job description

Federal Account Support Manager, (Clearance Required; TS SCI with Poly) Onsite

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

Management Level Definition:

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

US Citizenship Required

Clearance: TS/SCI with Full Scope Poly

This is not a remote role. Candidates should expect to work onsite at an HPE office and/or customer location as required by the supported program and customer requirements.

Responsibilities:

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.


• Integrate technical knowledge and business understanding to create solutions for customer.


• Mentor/consult with team members, other organizations, customers, and vendors on complex issues.


• Act as a consultant in service delivery business, technology, industry or specific application.


• Resolve technical and some business incidents independently.


• Mentor/assist less-experienced team members on complex incidents.


• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.


• Review support plan for business indicators and map to company service solutions.


• Develop and grow assigned customer account relationships with complex and strategic accounts.


• Act as trusted advisor in the consultant role for customer and company sales teams.


• Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.


• Provide suggestions for operational efficiencies.


• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.


• Lead Customer Expectation management as part of escalation process.


• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.


• Serve as the primary customer-facing delivery lead for assigned strategic and Federal customer accounts.


• Drive complex technical and business escalations to resolution by coordinating activities across engineering, support, supply chain, field delivery, program management, and account teams.


• Proactively identify customer risks, operational concerns, and service delivery challenges and develop mitigation plans to ensure successful outcomes.


• Facilitate customer service reviews, communicate account health, and provide recommendations to improve operational performance and customer satisfaction.

Knowledge and Skills: