Customer Success Manager - CSM

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:

Job Family Definition:

The Customer Success Architect (CSA) plays a critical role in the customer's digital transformation journey. The CSA 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 CSA 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.

CSAs 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. The CSA is responsible for the end-to-end customer experience during the contract renewal and refresh processes with the aim of maximizing customer lifetime value. This responsibility comes with an ownership of a quota, emphasizing the significance of maximizing the customer adoption.

The CSA continuously promotes the value of HPE's portfolio offerings to meet client business objectives. CSA'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 CSA is dedicated to client success, advocating for the customer, ensuring they benefit from our solutions while also providing feedback and insights to our internal teams for continuous improvement. The CSA is customer facing and may regularly be present onsite on customer premise.

Responsibilities:

• Takes ownership of a select group of strategic customer accounts.
• Cultivates strong senior-level relationships within the customer's organization, including engagement with key stakeholders.
• Successfully onboards and helps customers define and achieve their adoption success criteria.
• Acts as a primary advocate for the customer, ensuring their needs and objectives and desired outcomes are understood, prioritized, and realized.
• Develops and maintains a Customer Success Plan for the assigned accounts outlining the customer business goals, desired outcomes and timelines and ensures customers are receiving consistent experience throughout the entire customer journey.
• Mitigate risks and potential escalation for complex customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to manage change expectations and ensure swift and effective resolution.
• Advocate for the customer through the internal closed loop feedback mechanism throughout the customer life cycle.
• Articulate the value proposition of the HPE's solution offerings and align to customer pain points and business opportunities (use cases)
• Drives Upsell sales motion in the assigned account base, identifying and closing new expansion opportunities.
• Identifies Cross Sell opportunities and collaborates with Sales Specialists to pursue.
• Collaborates with the account team to smooth the end-to-end customer experience during the contract renewal and refresh processes to drive retention & account growth.

Education & Experience:

• University or Bachelor's degree or equivalent combination of education and experience; advanced University or MBA preferred.
• Customer Success Manager Foundation Certification or higher preferred
• HPE GreenLake ATP certification preferred
• Proven experience in customer success management, managing large customer accounts, developing customer success plans, and achieving customer success objectives
• Considered a trusted advisor externally and mentor of customer success management internally.
• Viewed as expert in given field by company and customer.
• Experience in project/program management preferred
• Experience in cloud operating models
• Experience in outcome based and value based selling preferred.
• A natural relationship builder, capable of earning respect both inside and outside.
• Typically 4-6 years of directly related work experience.

Knowledge & Skills:

• A thorough understanding of the technology industry, including trends, market dynamics, emerging technologies, cloud computing and competitive landscape. Stay current with industry developments to provide valuable insights to customers.
• Comprehensive knowledge of the company's products and services, including a deep understanding of their features, capabilities, and how they address customer needs. Be able to communicate the value proposition effectively.
• Understanding of customer personas, industries served, market segments, and specific customer pain points and objectives. Understand industry-specific regulations and challenges that may impact customers.
• Experience in customer success methodologies, frameworks, and best practices. Keep up to date with evolving strategies and industry standards to continuously improve customer success programs.
• A thorough understanding of key financial, adoption, and retention metrics related to customer success and the impact of customer success on revenue growth, including usage trends, Net Dollar Retention, Gross Dollar Retention, churn rates etc.
• Leadership skills, including experience in orchestrating the associated account team members for customer success.
• Effective collaboration with partners (if applicable) and various departments, including sales, product development, technical support, and marketing, to ensure alignment between customer success efforts and the overall business strategy.
• Awareness of industry-specific regulations, data privacy laws, and compliance requirements that may affect customer success activities, especially if your company operates in regulated sectors
• Knowledge for HPE's portfolio offering, GreenLake platform, Advisory and Professional services and Managed Services
• Understanding of Public Cloud Architecture and Operations principles
• Understanding of ITIL/ITSM
• Understanding of Agile and DevOps concepts and methods
• Deal management skills, including shaping, managing, and negotiating opportunities, removing obstacles and steering teams through strategic engagements.
• The ability to operate with integrity and high ethical standards, foster a respectful environment, and promote trust within the team and with customers.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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 celebrate individual uniqueness. 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.

Let's Stay Connected:

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