Consulting and NaaS Senior CXM

Consulting and NaaS Senior CXM

  

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 Manager (CSM) plays a key role in customers' digital transformation journeys, ensuring an excellent customer experience and fostering long-term loyalty. The CSM partners with the HPE account team's strategic customers to understand their business objectives, project priorities, and consumption outcomes, orchestrating their adoption journey to optimize their experiences with HPE's portfolio.

Job Responsibilities:

• Managing and growing relationships with key customers, acting as their primary point of contact.
• Proactively guide customers in amplifying the consumption of HPE solutions, achieving increased metering outcomes, and ensuring realizing the maximum value from their investment.
• Responsible for delivering enjoyable experiences for the customers throughout their journey with HPE, from onboarding to activation to the adoption of HPE's offerings, as well as advocacy resulting in increased workload-led consumption, higher revenue outcomes, overall account growth, and customer loyalty. 
• Maximizes the value of as-a-service offerings within the HPE portfolio and guides customers to achieve their business objectives and outcomes.
• Engages and manages the post-sales relationship with customers by identifying and helping close opportunities that expand HPE's portfolio reach within each customer while delivering incremental business value and an outstanding experience.
• Ensuring high customer retention and satisfaction levels by delivering exceptional service and support.
• Gathering customer feedback and communicating product and service improvement suggestions to the development and delivery team.
• Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
• Collaborating with internal teams to address customer feedback, resolve issues, and ensure the smooth delivery of products and services.
• Designing, implementing, and executing customer success strategies that drive product and service adoption and maximize customer value.
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
• Monitoring customer health metrics, tracking success KPIs, and regularly reporting on customer outcomes to senior management and stakeholders

Required skills and qualifications

• BA/BS (MBA/Master preferred).
• Fluent in English; knowledge of additional European languages is highly desirable.
• Experience in working with complex, multi-divisional, multi-geographical customer
• Experience with NaaS technologies and go-to-market
• 10 years of experience in customer service, customer success management, or a related field in global accounts.
• Ability to analyze customer data and usage trends and their impact on customer experience.
• Familiar with Networking technologies and concepts.
• Lead in-person executive business reviews for strategic customers, including interfacing with C-suite executives and other technical leaders to align to business objectives and agree to a mutual success plan.
• Strong interpersonal and communication skills, with the ability to build and maintain long-term relationships and work cross-functionally.
• Excellent problem-solving and critical-thinking abilities, with a customer-focused mindset and proactive approach.
• Strong organizational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
• Familiarity with project management principles and practices 
• Solid negotiation skills to handle complex customer accounts.