Customer Success Manager II

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. The Customer Success Manager II will act as a management partner with customers, ensuring satisfaction and effective IT service management while coordinating service delivery and addressing escalations.

Responsibilities:

• Customer Success Manager (CSM) is a key value to Customer is as a management partner with the Customer and an integral part and extension of the Customer's IT management structure
• Partners with the Customer to utilize industry best practices (ITIL/ITSM) to ensure that the team works with the Customer's IT service management team to help ensure that all other members of the Aruba/HPE service delivery team are fully knowledgeable about the Customer's critical IT services and business objectives
• Promotes customer satisfaction within team, prevents customer dissatisfaction issues from occurring, and follows up on any satisfaction issues that arise
• Builds positive working relationships with all members of the ARUBA/HPE team
• Leverages experience and knowledge through information sharing
• Responsible for the overall delivery of the Service to all assigned accounts
• The CSM is the Customer's single IT management focal point for all service-related issues, technical escalations, and is the customer's remote service advocate within ARUBA/HPE
• Effective at establishing overall goals, developing outcome focused CSP (Customer Success Plans), and action plans to achieve results, has a keen sense of what, when and how to communicate information to management and peers and the actions taken and possible solutions
• Provides direction and leadership to the support team and peers based upon organization vision and strategic direction
• Strives to make continuous improvements to key processes, seeks to meet business objectives while contributing to the overall success of the department/organization
• Holds people accountable to meet organization goals, meets goals set for Performance Management Initiative, motivates, and recognizes individuals within team
• Responsibilities also include resource and business management to annual plan of record and, in conjunction with, Aruba/HPE, Global Solution Center, Onsite Delivery, and direct line organization, ensures Customer Satisfaction with support/services delivered by ARUBA/HPE Services
• Acts as Escalation Manager - handles all team escalations
• The CSM is responsible for communicating and coordinating with the Customer during the engineering referral process
• The CSM is further responsible for keeping the Customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution
• During an engineering elevation, responsible through the problem resolution process, and culminates when the Customer's situation is resolved
• Responsible for all service-related issues, if necessary, during outage situations, the CSM will coordinate and manage the Action Plan for the ARUBA/HPE activities, service event management, process flows and administration
• Ensures that the support Service is delivered in conformance to the declared deliverables, management of scope of services, responsible for service procedures, coordinates closely with internal ARUBA/HPE organizations (field delivery and engineering organizations as necessary)
• Responsible for and conducts the Quarterly Service Review with Customers
• Responsible for statistical analysis and trending in conjunction with the proactive services and Quarterly or Monthly Service Review

Requirements:

• 5+ years recent experience with Customer Success with high touch engagements
• A professional degree or equivalent experience and 7+ years related experience
• Basic knowledge of one or more of the following technologies: Wireless, Networking, Cloud, Customer Success tools
• Intermediate level skills with Microsoft Office applications
• Demonstrated English verbal, written, and typing skills
• Demonstrated ability to understand and communicate effectively with a customer at a low technical level and high management level
• Team player and mentor
• Demonstrated Program Management skills and high organizational skills required, PMP certification desired
• ITIL/ITSM certification desired
• Professional degree or certification combined with related experience highly desired
• Applies advanced subject matter knowledge to complex business issues
• Frequently contributes to the development of new ideas and methods
• Works on complex problems/projects where analysis of situations or data requires an in-depth evaluation of multiple factors
• Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives
• Leads and/or provides expertise to project teams and may participate in cross-functional initiatives
• Provides direction and guidance to process improvements and establishing policies
• Frequently represents the organization to external customers/clients
• Holding a bachelor's or master's degree in computer science, Computer Studies, Information Security (or equivalent combination of education and experience)
• Experienced in working in a risk management, audit, security or technical delivery role
• able to work self-motivated in diverse, multi-national and virtual environments
• Account management skills are preferred