Customer Success Excellence Leader

Customer Success Excellence Leader

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week 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:

   

The Customer Success Excellence Leader, for Customer Success and Lifetime Value (CLSV) is a key leadership role in the  WW CLSV team within Global Sales. The CS Excellence Leader is responsible for:

• Performance of the global HPE GreenLake Account Base to deliver key business objectives spanning Expansion Growth, Net Dollar Retention, Customer Retention & Customer Satisfaction.
• Governance and management of overall HPE GreenLake Account base performance, conducting interlocks, reviews and planning sessions with Geo teams
• Acts as a key interface to the HPE GreenLake GTM team driving seamless cross-team planning, execution and collaboration
• Operationalization of transformation plans developed by the Customer Success strategy and transformation team, into the geos
• Providing business insights, guidance and support to field Customer Success teams to help drive performance and customer outcomes
• Drive best practice and knowledge sharing across global and functional teams
• Represent and present the HPE GreenLake Account Base business and performance in executive forums and reviews
• Foster and grow the global CS community of practices to add tangible value to CS leadership and field teams
• Work closely with the Customer Success transformation team to provide feedback and guidance on strategy and plans

This is a critical leadership role that has a direct impact on HPEs overall performance and business growth.

Responsibilities

• Responsible for the overall business success of HPE GreenLake account base
• Drive global governance and sales execution

• Monitors business performance and helps define corrections as well as cost reductions and incremental growth actions.
• Manages and monitors performance of key business metrics (e.g., Expansion Growth, NDR, Utilization & NPS); delivers recovery or action plans for exception issues.
• Creates and fosters a mutually beneficial relationship with other Business Groups, Sales, Alliance partners, Services functional and support teams, and delivery functions.
• Provides thought leadership and program management for initiatives that significantly change the business portfolio, selling motions, competitive advantages, and/or business models.
• Assigns responsibilities, provides direction, leadership, and coaching, removes barriers as needed to enable direct reports to execute their roles and achieve objectives and goals.
• Creates a working environment that is conducive to individual growth, high performance, is challenging and rewarding.
• Achieves diversity and other HR goals.
• Acts as mentor to individual contributors in other teams and for Manager I level May participate in initiatives to improve effective development and utilization of company human capital (e.g. develop rotational programs, re-skilling programs, etc,).

Education and Experience Required:

• Typically 12+ years to demonstrate mastery of Service Business Management.
• Established management background of high level individual contributors (people management).
• Typically first level and advanced level university degree.

Knowledge and Skills:

• Excellent market knowledge.
• Need broad knowledge competitive market dynamics, business models, business strategies and processes.
• Demonstrate broad knowledge of corporate organization and policies, and cross functional roles and objectives.