Account Support Manager

About the role

Hewlett Packard Enterprise is hiring an Account Support Manager in Heredia, Costa Rica. The role is hybrid, with an average of two days per week spent in an HPE office. It covers on-site customer support for software services, pre-sales, post-sales and service delivery, including installation and configuration, and acts as a trusted advisor to customers and sales teams.

Key responsibilities

• Provide direct post-sales technical support on site and deliver reactive and proactive activities according to Service Level Agreements.
• Maintain high-level technical and operational expertise and understand industry trends to support complex and strategic accounts.
• Act as a consultant and trusted advisor for customers and the sales teams, and mentor or assist less experienced team members on complex incidents.
• Resolve technical and some business incidents independently, and advise on process improvements for Mission Critical customers.
• Create and deliver Value-Based Delivery (VBD) account plans and lead the planning and delivery of complex support solutions.
• Manage customer expectations in the escalation process and give input to operational methods and programs affecting the business strategy in the area.

Required profile

• Bachelor's degree preferred; an associate degree in a technical field or equivalent experience is also considered.
• At least 2 years of experience in customer-facing roles.
• Advanced English proficiency.
• Proficiency with Microsoft Office applications.

Required skills

• In-depth knowledge of networked computing environments, operating systems and applications, including industry standards.
• Knowledge of corporate organization, policies, products and service offerings.
• Preferred: experience with Salesforce, managing customer escalations, and familiarity with AI tools such as Microsoft Copilot.

What we offer

• A comprehensive health and wellbeing benefits package.
• Programs supporting personal and professional development.
• An inclusive workplace with flexibility to manage work and personal needs.