Customer Success Manager

Job description

* Take ownership of a select group of the company's most strategic customer accounts.
* Cultivate strong, executive-level relationships within the customer's organization, including engagement with C-suite and key stakeholders.
* Successfully onboard customers and help them define and achieve their adoption success criteria.
* Acts as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.
* Develop and maintain a Customer Success Plan for assigned accounts, outlining the customer business goals, desired outcomes, and timelines to ensure customers receive consistent experience throughout the entire customer journey.
* Serves as a point of escalation for complex customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure swift and effective resolution.
* Serve as a trusted advisor for the customer on HPE's aaS offerings and partners with Advisory and Professional Services, as well as Managed Services to accelerate adoption and drive increased utilization of existing services.
* Advocate for innovation and early adoption of cloud technologies* Capture the capabilities of HPE's offerings and identify gaps as related to customer use cases through a closed loop process for each step of the engagement life cycle.
* Drives upsell sales motion in the assigned account base, identifying and closing new expansion opportunities.
* Identify Cross-Sell opportunities and collaborate with Sales Specialists to pursue opportunities.
* Provide strategic guidance and mentorship to customer success architects and teams, helping them navigate complex customer relationships and challenging scenarios.
* University or bachelor's degree or equivalent combination of education and experience; advanced University or MBA preferred.
* CCSM (Certified Customer Service Manager) - Level 5 certification preferred.
* HPE GreenLake ATP and ASE certification preferred.
* Holds a cloud foundation certification or higher (e.g., AWS Cloud Practitioner, Google Cloud Associate, Microsoft Azure Fundamentals)* ITIL v4 Foundation certification or higher desirable* Agile and/or DevOPs certification desirable* Considered a trusted advisor externally and mentor of customer success management internally.
* Viewed as expert in given field by company and customer.
* Proven experience in customer success management, managing strategic customer accounts, developing customer success plans, and achieving customer success objectives.
* Demonstrated customer leadership skills, including experience in orchestrating the associated account teams.
* A natural relationship builder, capable of earning respect both inside and outside the company.
* Typically, 8-10 years of directly related work experience.
* A deep understanding of the technology industry, including emerging trends, market dynamics, competitive landscape, and the specific challenges and opportunities within the tech sector.
* Comprehensive knowledge of the company's products and services, including their features, capabilities, and how they address customer needs.
* Mastery of the product roadmap and future developments.
* In-depth knowledge of customer industries, market segments, and specific customer pain points, objectives, and regulatory requirements.
* An understanding of the unique challenges faced by customers in the tech industry.
* Mastery of customer success methodologies, frameworks, and best practices, with the ability to adapt and innovate based on the evolving needs of customers and the industry.
* Proficiency in financial metrics related to customer success, including customer lifetime value (CLV), churn rates, and the impact of customer success on revenue growth.
* Advanced strategic thinking skills to develop and execute comprehensive customer success strategies that align with the company's business objectives and contribute to long-term growth.
* The ability to see the big picture and anticipate future customer needs.
* Strong leadership skills to lead and inspire customer success teams, provide guidance, mentorship, and development opportunities to team members.
* The ability to manage and motivate cross-functional teams.
* Proven ability to establish, nurture, and maintain relationships with high-level executives within customer organizations, including C-suite executives.
* The capacity to communicate the strategic value of the company's solutions to key stakeholders.
* Effective collaboration with various departments, such as sales, product development, technical support, and marketing, to ensure alignment between customer success efforts and the overall business strategy.
* The ability to navigate and lead through organizational changes, including restructuring customer success operations or processes, and effectively manage change while maintaining a focus on customer success.
* Comprehensive knowledge of HPE's GreenLake offering, Advisory and Professional services and Managed Services.
* Detailed Understanding of Public Cloud Architecture and Operations principles.
* Understanding of ITIL/ITSM.
* Understanding of Agile and DevOps concepts and methods.HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer.
We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need.
Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.
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**Hewlett Packard Enterprise**Technology innovation that fosters business transformation.We help customers use technology to slash the time it takes to turn ideas into value.
In turn, they transform industries, markets and lives.Some of our customers run traditional IT environments.
Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure.
Many rely on a combination of both.
Wherever they are in that journey, we provide the technology and solutions to help them succeed.
**COVID Policy**The health and safety of our team members, customers and partners is paramount at HPE.
Accordingly, be fully vaccinated against COVID-19 by the employment start date where permitted by law.
Exemptions based on medical, religious or other grounds will be processed and approved in accordance with local laws.
**Standards of Business Conduct (SBC)**The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise.
They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors.Read more about how we**Equal Opportunity Employer (EEO)**Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law.
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**If you'd like more information about your EEO right as an applicant under the law, please click here:**E-Verify** **(US & PR only)** HPE is an E-Verify employer.
E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees.
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