Federal Account Support Manager, (Clearance Required: TS/SCI with Poly) Onsite, Annapolis Junction, MD

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.

• →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.

• In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.
• Some in-depth knowledge of corporate organization and policies.
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge.
• Anticipate Customer needs, develop proposed solutions, and build consensus.
• Provide Mission Critical customer recommendations to improve processes.
• Experienced knowledge of change management process and tools in complex environment.
• Advanced skills in project management, communication, analysis, and presentation.
• Expertise in area of focus and knowledgeable of future technology directions.
• Mission Critical and ITIL certifications.
• Strong customer relationship management and executive communication skills.
• Experience operating within an escalation-driven support or service delivery environment.
• Ability to coordinate technical and non-technical resources across multiple organizations to achieve customer outcomes.
• Ability to assess customer risks, prioritize competing demands, and drive issues through successful resolution.
• Familiarity with HPE products, support methodologies, operational processes, and support tools highly desired.
• HPE product knowledge and experience supporting HPE compute, storage, networking, AI/HPC, or enterprise infrastructure solutions strongly preferred.
• Background as a Customer Engineer (CE), Technical Account Manager (TAM), Customer Success Manager (CSM), Service Delivery Manager, Program Manager, Resident Engineer, or similar customer-facing infrastructure support role highly valued.
• Experience supporting Federal Government customers, classified environments, or highly regulated environments strongly preferred.

• Bachelor's degree preferred or Associate degree holder (technical field) with 6-8 years working experience in related fields desired.
• Experience in customer-facing service delivery, technical account management, or related support organizations preferred.
• Experience supporting enterprise infrastructure environments, including compute, storage, networking, AI/HPC, or mission-critical systems preferred.
• Experience supporting HPE products, services, support organizations, tools, or enterprise infrastructure solutions strongly preferred.
• Active U.S. Government TS/SCI with Polygraph security clearance required.

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