Customer Success Manager
This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.
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:
The Customer Success Manager (CSM) holds a key role in the customers’ digital transformation journey. Partners with HPE account team’s strategic customers to understand their business objectives, project priorities, and consumption outcomes, orchestrating their adoption journey to optimize their experiences with HPE's portfolio.
The CSM is on a mission to proactively guide customers in amplifying the consumption of HPE solutions, achieving increased metering outcomes, and ensuring realizing the maximum value from their investment. The CSM is responsible for delivering enjoyable experiences for the customers throughout their journey with HPE: from onboarding to activation, to the adoption of HPE's offerings, as well as advocacy resulting in increased workload-led consumption, higher revenue outcomes, overall account growth, and customer loyalty.
Maximizes the value of as-a-service offerings within the HPE portfolio and guides customers to succeed in achieving their business objectives and outcomes.
Engages and manages the post-sales relationship with the customers, by identifying and helping close opportunities that expand HPE’s portfolio reach within each customer, while delivering incremental business value and an outstanding experience.
In your role as a CSM, you are expected to perform the following *job responsibilities at the required level:
You will be the single point of contact for all service-related matters.
You are a key member of the customer account, acting as a trusted advisor to the customer and their advocate inside of HPE.
Working closely with different HPE teams, solving customer issues, and proactively identifying and mitigating risks.
Key areas of the CSM role:
Coordinate and communicate between the customer, sales, and services teams.
Build and maintain positive and respectful relationships.
Construct a clear plan of action and drive a clear demarcation of ownership and accountability.
Reliably and clearly communicate at all levels, from field engineers through to back-office technical staff and management level.
Provide concise & informative weekly reports that summarize the key developments. With both succinct executive summaries and in-depth technical detail. Demonstrating progress, ownership & next steps for each account.
Think innovatively and strive to improve and evolve the services we provide to our customers. Internally - be a key contributor to initiatives that improve processes and tools we use to deliver our services.
Develop technical and marketing knowledge of HPE product lines. Not just what a product does, but the value it provides to our customers and their business success.
Customer Onboarding: The CSM needs to work through a few onboarding tasks to help set the customer up for success.
Education and Experience:
First-level university technical degree or equivalent technical qualifications. Advanced degree in technology preferred.
4–8 years of technical experience in IT with a focus on technical consulting and solution selling.
Knowledge-based and experienced-based relevant industry certifications are strongly preferred.
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