Alice Cole Email & Phone Number

Newbury, Gb

United Kingdom

Newbury, England, United Kingdom

Working collaboratively with Compliance Managers and Micro Focus customers across EMEA, LATAM and North America to protect Intellectual Property.Auditing the use of Micro Focus and heritage Hewlett Packard software products, specialising in HPE products within customer environments for formal audits, health checks, true-ups and ELAs with the goal of maximising revenue and maintaining business. Reviewing perpetual and ELA contracts, liaising with customers and stakeholders to initiate ELA renewals, alongside CSMs and Account Managers. Assessing complex environments as a whole and explaining consumption values resulting in renewing ELAs and retaining customers.Owning the development of specific product methodologies, streamlining procedures and standardising the approach and serving as a SME for the testing/scanning tools, Data Protection and Operations Management software.

Reading, United Kingdom

Engaging with a high volume of customers, primarily in the non-managed space, to collate relevantinventory data and matching licensing records. Our main aim is to bring customers to a compliance statusbut also to help them on their journey of digital transformation.Key Responsibilities:• Influence and encourage the customers to take part in the SAM review• Provide the customers with a full Statement of Work at the start of the SAM engagement to helpthem develop a roadmap for the future and ensure their infrastructure is aligned with theirbusiness goals.• Provide a thorough analysis and interpretation of Software Assets owned and used by customerand partners with clear details relating to all hardware and software currently deployed withintheir IT infrastructure.• Encouraging license optimisation with preference for Cloud solution but also working closely withthe customer to maximise their existing licensing estate.• Ensuring sustained compliance by helping customers improve their SAM practices, and promoting SAM as an industry-recognised best practice.• Build and maintain relationships with internal stakeholders within the business and developrelationships with partners and customers.

Reading, United Kingdom

Proactively manage all email/web portal interactions into the Support Team. Validate Support/Service entitlement and Accreditation levels for all channels and partners. Gather all relevant information on the incident/fault being reported prior to logging the ticket for all channels and partnerso Complete qualification that the 1st and 2nd line Support requirements have been met as defined in our SLA documentation Log tickets in Service Management Tool(s) and assign to appropriate Technical Engineer. Make initial contact with Customers or Resellers to acknowledge their communication into the business. Carry out a number of proactive interactions during the lifecycle of a ticket as advised by the Technical Support Engineer or the Customer Support Manager. Proactively work alongside the Customer Support Managers for some of our key channels and partnerso Arrange and facilitate Service Review meetings with key contacts Responsible for the output of Service Review Reporting for CS Managers Service Meetings as and when required.o Produce Monthly/Quarterly/YTD Reports where required ahead of any Service Review/Customer meetingo Capture and distribute minutes from the meetings to both internal and external contactso Enter Actions/Minutes into Salesforceo Pro-active involvement in ensuring Actions are completed in a timely mannero Act on the automated Daily Reports to ensure all tickets are current and updated at regular intervalso Proactive management of tickets over “x” thresholdo Ensuring that any raised customer temperature in email chains is flagged to Customer Support Manager and/or discussed with the Technical Support Engineers to avoid any unnecessary escalations or complaints. Work closely with Customer Support Manager to monitor agent availability. Manage all software license requests.