Customer Success Manager (m/w/d)

Customer Success Manager (m/w/d)

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

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. 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 as-a-service 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, 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.

Management Level Definition:

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Responsibilities:

• Take ownership of a portfolio of customer accounts.
• Cultivate strong relationships within the customer's organization.
• Successfully onboard customers and help them define and achieve their goals.
• Act as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.
• Develop and maintain a Customer Success Plan for assigned accounts; outlining customer goals, desired outcomes, and timelines to ensure customers receive consistent experience throughout the customer’s entire journey.
• Serve as a point of contact for customer issues, coordinating with various internal teams, including technical support, product management, and engineering to ensure swift and effective resolution.
• Capture the capabilities of HPE’s offerings and identify gaps related to customer use cases through a closed loop process for each step of the engagement life cycle.
• Drives upsell sales motion in the assigned accounts, identifying and closing new expansion opportunities.
• Create a pipeline in collaboration with Sales Specialists.

Education and Experience Required:

• University or bachelor’s degree or equivalent combination of education and experience
• CCSM (Certified Customer Service Manager) - Level 2 or higher certification preferred.
• Prior experience in customer success management, managing customer accounts, developing customer success plans, and achieving customer success objectives.
• Experience in project and/or program management desirable.
• Experience in cloud operating models desirable.
• A natural relationship builder, capable of earning respect both inside and outside.
• Typically, 2-4 years of direct, related work experience.

Knowledge & Skills:

• Understanding of company 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.
• Experience with customer success methodologies, frameworks, and best practices.
• Keep up to date with evolving strategies and industry standards to continuously improve customer success programs.
• Knowledge of financial metrics related to customer success, including customer lifetime value (CLV), churn rates, and the impact of customer success on revenue growth.
• Effective collaboration with various departments, including sales, product development, technical support, and marketing, ensuring alignment between customer success efforts and the overall business strategy.

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.

Job:

Sales

Job Level:

Intermediate

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.