Customer Success Manager

Role Overview

• 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.

Requirements

• 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.

Tech Stack

• AWS
• Azure
• Cloud
• Swift

Benefits

• 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.
• Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.