Customer Success Manager

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Job Description:

The Customer Success Manager Architect (CSM) is a strategic customer centric role. The CSM is a key member of HPE's account team and serves as a trsuted advisor, direct point of contact, understanding client business objectives, project priorities, and desired outcomes. With this insight, they align the service adoption journey to best suit the client's needs and optimize their experience with HPE.

A primary function of the CSM is to help clients make the most of HPE's solutions, ensuring they achieve the desired results and realize the maximum return on their investment. Their involvement continues throughout the client's engagement with HPE, from onboarding through to solution adoption. This involves ensuring consistent and meaningful engagement, optimizing usage, and aiming for revenue growth, account expansion, and sustained customer loyalty.

CSMs are directly responsible for driving usage growth and the upsell sales motion within their designated accounts. Partnering closely with Sales Specialists, they harness their specialized knowledge to identify and nurture new sales pipeline within their accounts. This responsibility comes with an ownership of a quota, emphasizing the significance of maximizing the customer adoption.

The CSM continuously promotes the value of HPE's as-a-service offerings to meet client business objectives. CSM's post-sales activities are focused on maintaining and deepening relationships, accelerating consumption and utilization of existing services, identifying opportunities to introduce additional HPE solutions, and consistently delivering tangible business value with a high standard of customer service. The CSM is dedicated to client success, ensuring they benefit from our solutions while also providing feedback and insights to our internal teams for continuous improvement.

The CSM is customer facing and may regularly be present onsite on customer premise.

Management Level Definition:

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.

Responsibilities:

• Take ownership of a select group of Align to select strategic customer accounts to:

Customer Relationship Management

• Cultivates strong senior-level relationships with stakeholders at all levels within the customer’s organization, including engagement with key stakeholders.
• Acts as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.

Onboarding & Adoption

• Successfully onboard customers and help them define and achieve their adoption success criteria.
• Develop and maintain a Customer Success Plan for assigned accounts; outlining the customer goals, desired outcomes, and timelines, ensuring customers are receiving consistent experience throughout the entire customer journey.
• Serves as a point of escalation for customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure swift and effective resolution.

Customer Advocacy & Growth

• Identify and drive opportunities to deliver additional value through advanced features or services
• 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.
• Capture the capabilities of HPE’s offerings and identify gaps related to customer use cases through a closed loop process for each step of the engagement life cycle.

Education and Experience Required:

• A university or bachelor’s degree or equivalent combination of education and experience; advanced University or MBA preferred.
• CCSM (Certified Customer Service Manager) - Level 4 or higher certification preferred.
• HPE GreenLake ATP certification preferred.
• Proven experience in customer success management, managing large customer accounts, developing customer success plans, and achieving customer success objectives.
• Considered a trusted advisor externally and a mentor of customer success management internally.
• Viewed as an expert in the given field by company and customer.
• Experience in project/program management preferred.
• Experience in cloud operating models.
• A natural relationship builder, capable of earning respect both inside and outside the company.
• Typically, 7-10 years of direct, work-related experience.

Knowledge & Skills:

• A thorough understanding of the technology industry, including trends, market dynamics, emerging technologies, cloud computing and competitive landscape.
• Stay current with industry developments to provide valuable insights to customers.
• Comprehensive knowledge of the company's products and services, including a deep understanding of their features, capabilities, and how they address customer needs.
• Be able to communicate the value proposition effectively.
• Understanding of customer personas, industries served, market segments, and specific customer pain points and objectives.
• Understand industry-specific regulations and challenges that may impact customers.
• Experience in customer success methodologies, frameworks, and best practices.
• Keep up to date with evolving strategies and industry standards to continuously improve customer success programs.
• Knowledge of financial metrics related to customer success, including customer lifetime value (CLV), churn rates, and the impact of customer success on revenue growth.
• Leadership skills, including experience in orchestrating the associated account team members for customer success.
• Effective collaboration with various departments, including sales, product development, technical support, and marketing, to ensure alignment between customer success efforts and the overall business strategy.
• Awareness of industry-specific regulations, data privacy laws, and compliance requirements that may affect customer success activities, especially if your company operates in regulated sectors.
• Knowledge of HPE's GreenLake offering, Advisory and Professional services and Managed Services
• Understanding of Public Cloud Architecture and Operations principles
• Understanding of ITIL/ITSM
• Understanding of Agile and DevOps concepts and methods

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Job:

Sales

Job Level:

Master

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.