Senior Customer Success Manager

Senior Customer Success Manager

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

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:

   

In the HPE Chief Technology Office, we lead the innovation agenda and technology roadmap for all of HPE. This includes managing the design, development, and product portfolio of our next-generation cloud platform, Green Lake. Working with customers, we help them reimagine their information technology needs to deliver a simple, consumable solution that helps them drive their business results.

Joining our OCTO HPE team and working as part of our OpsRamp team is a chance to make history and be a driving force in the industry. We are revolutionizing cloud computing by building a large-scale, enterprise-ready platform that powers a hybrid edge-to-cloud world. Our platform enables the world's largest and most diverse enterprise IT teams and managed service providers to control the chaos of modern digital infrastructure, and to deliver quickly, efficiently, and at scale while keeping their data secure and meeting sustainability goals.

We do this through hybrid discovery and monitoring, event and incident management, remediation, and automation, powered by AI. We help our enterprise and MSP customers avoid costly outages and performance issues that result in lost revenue and productivity.

With over 100,000 dedicated customers and 1 million devices in production, we are committed to accelerating transformation across data, connectivity, cloud, and security, providing essential solutions for businesses of all sizes. Together, we make the impossible possible, and we are confident in our ability to lead the way in shaping the future of cloud computing.

What You'll Do 

The Customer Success Lead/Technical Account Manager position is a critical role within the Customer Success Team, where your goal is to ensure the success of our customers. As a Customer Success Lead for Enterprise Accounts, you’ll be managing a group or region of our Enterprise/GSI/OEM clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. 

Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by: 

• Taking responsibility for your customer portfolio, customer satisfaction and success, churn, securing renewals, growth and scaling of customer programs. 
• Being accountable for renewal and upsell customer quota.
• Strategic account planning of customer portfolio. Stakeholder mapping, opening up, and identifying opportunities for expansion outside of the current program. 
• Work alongside the Customer Success Solution Architects to maximize adoption and business value of the OpsRamp platform into customer enterprise environments. You’ll be required to travel to client sites, as needed. 
• Be ready to take on additional initiatives and responsibilities as they emerge. Do everything you can to help the company achieve its larger goals. 
• Delivering and communicating ROI for our clients, throughout the customer lifecycle.
• Create customer deliverables (QBR presentations, e2e demos, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to application end users.
• Bring together all workstreams from Shared Services, Education, support, and any other active engagements to ensure both internal and external stakeholders are appraised on progress.   
• Closely communicate and collaborate with the appropriate cross-functional teams such as Billing, Product Management, Engineering etc, and coordinate touchpoints as required.    
• Represent OpsRamp as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities.
• Build relationships with key stakeholders in the customer’s organization to enable a great customer experience and capture any concerns from a commercial perspective. 
• Own the