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Critical Account Manager

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Hewlett Packard Enterprise

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Location:
Mexico , Guadalajara

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

The Critical Account Manager is a key role within HPE Networking’s Global Service Organization. This individual will lead technical and business collaboration efforts necessary for ensuring customer satisfaction and business continuity for HPE Networking’s most critical accounts. Responsibilities include assembling cross-functional teams, managing issue resolution, and developing strategic plans to maintain customer satisfaction.

Job Responsibility:

  • Serve as the central point of contact between Sales, Engineering, Services, and the Customer
  • Own the communication strategy for all open issues, including status updates, progress reports, and risk mitigation planning
  • Schedule and facilitate regular calls with stakeholders, ensuring alignment and accountability
  • Manage the cadence and progress of issue resolution
  • Maintain detailed documentation and tracking using tools such as Salesforce, Jira, and internal ticketing systems
  • Create and deliver customer-facing presentations to report on issue status and service improvements
  • Ensure seamless collaboration across global teams while working within the US time zone, with flexibility depending on the account distribution
  • Support light program management responsibilities related to customer account recovery and strategic issue resolution
  • Develop a customer satisfaction plan and influence others to deliver to agreed timelines and objectives of that plan
  • Lead all collaboration and communication efforts for a critical customer issue and manage for on-going progress
  • Provide frequent and highly succinct and technically accurate communications on progress to customers and all levels of executive leadership
  • Adapt to ever-changing challenges and use creative thinking and versatility to ensure a win-win outcome.

Requirements:

  • Bachelor's degree in Computer Science, Engineering, or related field
  • 5+ Years of customer-facing service, engineering support or related delivery roles
  • Experience in Service/Technical Escalation Management a plus
  • Program/Project Management of critical issues in a cross-functional and highly charged and technical environment
  • Excellent understanding of various data networking protocols
  • Good breadth of understanding of HPE Networking products, solutions and use cases
  • Excellent ability to engage with various technical teams (R&D, Field, Partner, 3rd Party etc.,) and facilitate technical analysis and resolution
  • Must be able to ensure acceptable and continual progress by influencing, negotiating, communicating, and delegating during technical/business collaboration when necessary
  • Must support and promote a whatever-it-takes, customer-first culture during issue resolution
  • Must have outstanding communication skills both verbal and written that will be used in dealing directly with key customers and all levels of executive staff
  • Ability to work in a highly charged, fast-paced and challenging environment and still maintain an effective balance of customer advocacy with HPE’s business goals.

Nice to have:

  • Experience in Service/Technical Escalation Management
  • Program/Project Management of critical issues in a cross-functional and highly charged and technical environment
What we offer:
  • Health & Wellbeing support
  • Career development programs
  • Unconditional inclusion celebrating individual uniqueness.

Additional Information:

Job Posted:
April 30, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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