Customer Success Associate
This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.
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 Manager (CSM) holds a key role in the customers’ digital transformation journey. Partners with 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.
The CSM is on a mission to proactively guide customers in amplifying the consumption of HPE solutions, achieving increased metering outcomes, and ensuring realizing the maximum value from their investment. The CSM is 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 succeed in achieving their business objectives and outcomes.
Engages and manages the post-sales relationship with the 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.
Management Level Definition:
Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.
What You'll Do
We are looking for Customer Success Manager (CSM) for HPE OpsRamp Software (HPE Hybrid Cloud Business unit). HPE OpsRamp is an AI-powered IT operations management (ITOM) and observability platform designed to monitor, manage, and automate hybrid and multi-cloud environments. It helps enterprises and service providers manage hybrid cloud and multi-cloud environments infrastructure at scale.
The CSM position is a critical role within the Customer Success Team, where your goal is to ensure the success of our customers. As a CSM, you will be managing a group or region of our assigned clients - driving adoption and outcomes leading to renewals, expansion, and customer advocacy across your portfolio.
Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by:
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Taking responsibility for your customer portfolio, customer satisfaction and success, retention & avoiding churn, securing renewals, growth and scaling of customer programs.
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Being accountable for renewal and Upsell/Cross sell customer quota.
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Strategic account planning of customer portfolio. Stakeholder mapping, opening up, and identifying opportunities for expansion outside of the current program.
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Delivering and communicating ROI for our clients, throughout the customer lifecycle.
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Be ready to take on additional initiatives and responsibilities as they emerge. Do everything you can to help the company achieve its larger objectives.
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Work alongside the Customer Success Solution Architects (CSA) 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.
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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.
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Build relationships with key stakeholders in the customer’s organization to enable a great customer experience and capture any concerns from a commercial perspective.
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Coordinate and align all workstreams across Shared Services, Education, Support, and active engagements, ensuring internal and external stakeholders are updated on progress. Collaborate with cross-functional teams such as Billing, Product Management, and Engineering to manage touchpoints and streamline communication.
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Own the business relationship for a portfolio of accounts, working closely with the account team (Customer Success Manager, Regional Sales Director, and Customer Solutions Architect) to define and execute account strategies. Act as the voice of the customer, partnering with management, sales, marketing, technical, and product teams to enhance the OpsRamp product and processes.
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Represent OpsRamp as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities.
What you need to bring:
Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.
Have 5-10 years of overall experience and proven success in one or more of the following: Service delivery, Pre-Sales, Solution Architecture, consulting in Enterprise B2B SaaS platforms.
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Build strong, strategic relationships with customers through exceptional communication, presentation, and influencing skills.
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Leverage technical expertise in IT Operations Management (ITOM) to drive business outcomes and value realization for customers.
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Own and exceed revenue targets by driving customer retention, expansion, and growth opportunities.
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Manage and grow customer relationships within enterprise and matrix organizations, aligning technical solutions with business goals.
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Help customers navigate business transformation and adopt innovative strategies for success.
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Demonstrate strong business acumen and a proactive approach to identifying growth opportunities.
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Balance technical problem-solving with a focus on business impact and results.
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Excel in time management, effectively juggling multiple priorities and navigating ambiguous situations while delivering high-quality outcomes
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Bring a passion for technology, attention to detail, and the ability to adapt and learn on the go.
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Thrive in a collaborative team environment and foster a positive, growth-focused workplace culture.
Knowledge and Skills:
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Have 5-10 years of overall experience and proven success in one or more of the following: Service delivery, Pre-Sales, Solution Architecture, consulting in Enterprise B2B SaaS platforms with a demonstrated focus on Account Management, Customer Growth, and increasing Share of Wallet.
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Strong technical knowledge in infrastructure domains, including Compute, Network, Storage, and Cloud technologies with understanding of infrastructure management and experience with intelligent automation platforms and tools is highly desirable.
Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Objectives, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Loyalty, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning {+ 10 more}
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.
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Job:
Services
Job Level:
Specialist
HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.
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