Customer Success Architect

Hewlett Packard Enterprise • All, NY

3d • Remote

About The Position

Customer Success Architect This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home. 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: 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.

Requirements

• A university or bachelor’s degree or equivalent combination of education and experience; advanced University or MBA preferred.
• CCSM (Certified Customer Service Manager) - Level 4 or higher certification 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 a mentor of customer success management internally.
• Viewed as an expert in the given field by company and customer.
• Experience in project/program management preferred.
• Experience in cloud operating models.
• A natural relationship builder, capable of earning respect both inside and outside the company.
• Typically, 5-10 years of direct, work-related experience.
• 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.
• Knowledge of financial metrics related to customer success, including customer lifetime value (CLV), churn rates, and the impact of customer success on revenue growth.
• Leadership skills, including experience in orchestrating the associated account team members for customer success.
• Effective collaboration with 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 of HPE's GreenLake offering, 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.

Responsibilities

• Take 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 onboard customers and help them define and achieve their adoption success criteria.
• Acts 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 the customer goals, desired outcomes, and timelines, ensuring customers are receiving consistent experience throughout the entire customer journey.
• Serves as a point of escalation 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 account base, identifying and closing new expansion opportunities.
• Identify Cross-Sell opportunities and collaborate with Sales Specialists to pursue.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees