Customer Success Manager
This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.
Who We Are:
Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.
Job Description:
We are seeking a Customer Success Manager to support our office in Denver, Colorado.
The Customer Success Manager (CSM) is a designated advocate within HPE Networking for post-sale account support coordination. The CSM works closely with the customer and multiple organizations within HPE Networking to ensure effective implementation of HPE Networking Customer Support. The CSM is closely involved in critical customer issues and partners with other HPE Networking organizations to prioritize and manage customer escalations. The CSM leads regularly scheduled conference calls to discuss the status of all open cases and updates on customer network plans. Additionally, quarterly meetings may be scheduled to review overall performance and progress. The CSM has a solid technical understanding of how the customer uses HPE Networking products and applies it to communicate effectively with the customer and drive issues within HPE Networking. The CSM functions as a key member of the customer account team and as a trusted advisor to the customer.
Job Requirements
5-7 years of experience working with large, complex, IP-based Service Provider networks.
Solid technical understanding of the following areas: OSPF, BGP, MPLS, Multicast, QoS, SONET, DOCSIS, and network management.
Must have a passion for the Internet and the emerging technologies related to it. (Experience with Web Services and Cloud Providers is a plus.)
Must be proficient with Microsoft Office and have strong data analysis and presentation skills.
Must have strong communication, interpersonal, and leadership skills, and a demonstrated history of high-level achievement in cross-functional organizations.
Must be able to adjust communication according to audience.
Periodic onsite travel to customer sites is required.
Daily onsite attendance at the customer office in Denver, Colorado, is required.
Specific Job Functions:
Monitor, manage, and audit case progress.
Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status.
Conduct Quarterly Operations Reviews in conjunction with the account team to review HPE Networking products and support performance.
Manage the customer's hardware install base data to ensure that hardware support entitlement is documented correctly.
Prepare and deliver postmortem and root cause analysis reports on both technical and process issues.
Perform trend analysis on customer-raised and internally identified issues and drive other organizations to develop a problem resolution.
Provide high-level software upgrade guidance based on software field experience and the release schedule.
Manage non-technical escalations.
Document and maintain customer information and educate other internal HPE Networking resources on the supported customer(s).
Coordinate support efforts among multiple organizations.
Accessibility
HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process,…