GreenLake Customer Success Manager (Remote)

Job Description:

Job Family Definition:

The Customer Success Manager (CSM) plays a critical role in the customer's digital transformation journey. The CSM is a key member of HPE's account team and serves as a 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 developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Responsibilities:

• Take ownership of a portfolio of customer accounts.
• Cultivate strong relationships within the customer's organization, including engagement with 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 customer goals, desired outcomes, and timelines to ensure customers receive consistent experience throughout the customer’s entire journey.
• Serve as a point of contact for customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure swift and effective resolution.
• Capture HPE’s capabilities through offerings and identify gaps related to customer use cases through a closed loop process at each step of the engagement life cycle.
• Drives upsell sales motion in the assigned account base, identifying and closing new expansion opportunities.
• Create a pipeline in collaboration with Sales Specialists.

Education and Experience Required:

• University or bachelor’s degree or equivalent combination of education and experience.
• CCSM (Certified Customer Service Manager) – Level 3 or higher certification preferred.
• HPE GreenLake ATP certified preferred.
• Prior years of experience in customer success management, managing customer accounts, developing customer success plans, and achieving customer success objectives
• Experience in project/program management preferred.
• Experience in cloud operating models preferred.
• A natural relationship builder, capable of earning respect both inside and outside.
• Typically, 4-7 years of direct, related work experience.

Knowledge & Skills:

• Understanding of the technology industry, including trends, market dynamics, emerging technologies, cloud computing and competitive landscape.
• A deep understanding of the company’s products and services, including 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.
• Awareness of Public Cloud Architecture and Operations principles.
• Understanding of ITIL/ITSM.
• Understanding of Agile and DevOps concepts and methods.

• Fluency in French and English

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.

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Hewlett Packard Enterprise is EEO 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.

No Fees Notice & Recruitment Fraud Disclaimer

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.