Client Management; Manager Customer Success

Client Management; Manager Customer Success

  

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 Client Management, Customer Success Leader ensures clients receive high-quality services by overseeing the entire service lifecycle, acting as a liaison between service delivery and customers.  Management of service delivery teams, resources, and processes to meet expectations, drive efficiency, and align delivery with business goals, and customer expectations. Handle client concerns, manage performance metrics, ensure compliance, and oversee continuous improvement for seamless service execution and customer satisfaction. A professional responsible for bridging the gap between a company's Service delivery capabilities and its clients' business needs. Act as the primary, high-level service point of contact, driving project delivery while managing client relationships.

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages non-exempt/exempt individual contributors and/or supervisors. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Recruits and supports development of direct staff members. Typically reports to MG2 or Director.

Additional guidance/criteria:

• Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region.

• Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers

Key Responsibilities:

• Lead, mentor, and coordinate technical and support teams.

• Build and scale high-performing organizations aligned with sales, product, engineering, and executive stakeholders.

• Drive Service Delivery improvements and manage resource allocation.

• Monitor and improve customer metrics (e.g., issue resolution, customer health).

• Develop strategies and business plans that support profitable growth and Total Customer Experience.

• Monitor product and service metrics and implement recovery plans as needed.

• Lead process improvements across delivery, operations, and productivity.

 Requirements:

• 8+ years of experience Managed technical relationships with customers, clients and vendors

• 6+ years as a people manager with direct reports

• 4+ years of relationship-building experience with customers, internal and external stakeholders

• 4+ Understanding and knowledge of utilizing a CRM and customer success with strong technical knowledge across IT and Networking technologies, protocols and software management tools

• Knowledge ability to convey complex technical concepts to non-technical audiences.

• Advanced problem-solving and coordination of teams in complex or emergency situations.

• Broad market knowledge, including competitive dynamics, business models, and strategy.

• Proficiency in Microsoft applications, Access, statistical analysis, and financial modeling.

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What We Can Offer You:

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 celebra