Hewlett Packard Enterprise (HPE) advances the way people live and work. We bring together curious minds to create breakthrough technology solutions, helping our customers make their mark on the world. One of our core principles is belief in the power of people. Recognizing that our people are HPE’s biggest competitive advantage allows us to focus on ensuring that we keep the employee at the center of everything we do - and we trust our Human Resources (HR) division to look after our biggest asset. This includes everything from recruiting activities, administration, compensation, performance management, employee development, as well as the allocation of our industry leading work-life-balance and training programs.
The primary role of the Technical Account Manager (TAM) is to
deliver proactive services and to provide technical advocacy to HPE
Pointnext customers. The TAM will work closely with customers to
develop long lasting relationships and customers for life. TAMs are
a valued technical resource to customers, peers, and all members of
the Hewlett Packard Enterprise (HPE) Account Team. TAMs are
typically experts in one (or more) of the defined HPE technologies
(servers, storage or networking).
The TAM partners with aligned Complete Care Customers, gaining an in-depth understanding of the customer environments from both a technical and operational perspective. Alternatively, TAMs may be pooled, for example when supporting Tech Care, HPE Pointnext Service Credits and Lifecycle Event Services (LES). TAMs should have an in-depth knowledge of the end-to-end support process and be capable of correcting problems when they occur. In the event of a customer satisfaction issue, the TAM will partner, as needed, with appropriate HPE resources to ensure the issue is resolved.
Account Support Plan (Develop/Maintain)
The TAM assists the Account Support Manager (AMS) in creating an Account Support Plan (ASP). The ASP is a living document that should assist the account team in delivering the proactive services that the customer has purchased. It includes those recommendations and expectations from both parties that are deemed to be a measure of successful delivery.
Operational Profile Management, including Environmental Profiling
The TAM will collaborate with the ASM to create an operational profile of the aligned customer’s technical environment, in order to understand the criticality and business purpose of the environment (s). This information is intended to assist the delivery teams in understanding how incidents and corrective actions plans would impact the customer.
Support Activity Reviews (Quarterly, Annually or Variable)
Drive the technical review with the customer, including a detailed review of all the HPE Pointnext related activities. Support incident data is analyzed to help identify trends and action plans to reduce risk and recurrence. The Support Activity Review is usually delivered as an element of the Support Planning and Review Meeting.
Lead Proactive Technical Delivery
The TAM will lead the delivery of a predefined set of proactive deliverables, collaborating closely with the aligned account team and utilizing the RSS (back-office) where applicable.
Support Team Days
Where applicable, the TAM will provide or facilitate the services delivered via any Support Team Days (STDs) the customer has purchased. These services may include: System Health Checks, Onsite Assistance, Upgrade Planning Reviews, etc.
The TAM may travel to the customer’s location as mutually agreed. The TAM will participate in customer meetings to: Gain an in-depth understanding of the customer’s environment, foster a better working relationship, and garner knowledge of upcoming customer activities.
Deliver/Support Lifecycle Event Services (LES)
The TAM will be responsible for end to end delivery of the identified LES services.
Deliver accurately proactive services
Provide technical advocacy to HPE Pointnext customers
On time and professional technical problem management
All HPE policies and procedures are strictly adhered