Customer Success Manager

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 diverse 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) 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 on customer site.

Unique mastery and recognized authority on relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the organization's long-term goals and objectives. May participate in cross-division, multi-function teams. Provides mentoring and guidance to lower level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and sets functional policy and direction. Acts as a functional manager within area of expertise but does not manage other employees as a primary job function.

Responsibilities:

• Take ownership of a select group of the company's most strategic customer accounts.
• Successfully onboard customers and help them define and achieve their adoption success criteria.
• 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.
• Acts as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.
• Serve as a trusted advisor for the customer on HPE’s aaS offerings and being hyper-focused on driving consumed cloud revenue for the company
• Engage with a business-led outcome focused mindset in amplifying value of our offerings
• Help customers unlock the full potential of their aaS solutions by collaborating with internal teams within HPE to accelerate customer’s adoption and drive increased utilization of existing services.
• Advocate for innovation and early adoption of cloud technologies
• Cultivate strong, executive-level relationships within the custome