Customer Success Manager II

Hewlett Packard Enterprise • Durham, NC

1d • Remote

About The Position

Customer Success Manager II 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: Customer Success Manager (CSM) is a key value to Customer is as a management partner with the Customer and an integral part and extension of the Customer's IT management structure. Partners with the Customer to utilize industry best practices (ITIL/ITSM) to ensure that the team works with the Customer's IT service management team to help ensure that all other members of the Aruba/HPE service delivery team are fully knowledgeable about the Customer's critical IT services and business objectives. Promotes customer satisfaction within team, prevents customer dissatisfaction issues from occurring, and follows up on any satisfaction issues that arise. Builds positive working relationships with all members of the ARUBA/HPE team. Leverages experience and knowledge through information sharing. Responsible for the overall delivery of the Service to all assigned accounts. The CSM is the Customer's single IT management focal point for all service-related issues, technical escalations, and is the customer's remote service advocate within ARUBA/HPE. Effective at establishing overall goals, developing outcome focused CSP (Customer Success Plans), and action plans to achieve results, has a keen sense of what, when and how to communicate information to management and peers and the actions taken and possible solutions. Provides direction and leadership to the support team and peers based upon organization vision and strategic direction. Strives to make continuous improvements to key processes, seeks to meet business objectives while contributing to the overall success of the department/organization. Holds people accountable to meet organization goals, meets goals set for Performance Management Initiative, motivates, and recognizes individuals within team. Responsibilities also include resource and business management to annual plan of record and, in conjunction with, Aruba/HPE, Global Solution Center, Onsite Delivery, and direct line organization, ensures Customer Satisfaction with support/services delivered by ARUBA/HPE Services. Acts as Escalation Manager - handles all team escalations. The CSM is responsible for communicating and coordinating with the Customer during the engineering referral process. The CSM is further responsible for keeping the Customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution. During an engineering elevation, responsible through the problem resolution process, and culminates when the Customer's situation is resolved. Responsible for all service-related issues, if necessary, during outage situations, the CSM will coordinate and manage the Action Plan for the ARUBA/HPE activities, service event management, process flows and administration. Ensures that the support Service is delivered in conformance to the declared deliverables, management of scope of services, responsible for service procedures, coordinates closely with internal ARUBA/HPE organizations (field delivery and engineering organizations as necessary). Responsible for and conducts the Quarterly Service Review with Customers. Responsible for statistical analysis and trending in conjunction with the proactive services and Quarterly or Monthly Service Review.

Requirements

• 5+ years recent experience with Customer Success with high touch engagements.
• A professional degree or equivalent experience and 7+ years related experience.
• Basic knowledge of one or more of the following technologies: Wireless, Networking, Cloud, Customer Success tools.
• Intermediate level skills with Microsoft Office applications.
• Demonstrated English verbal, written, and typing skills.
• Demonstrated ability to understand and communicate effectively with a customer at a low technical level and high management level.
• Team player and mentor
• Account management skills are preferred.
• Demonstrated Program Management skills and high organizational skills required, PMP certification desired.
• ITIL/ITSM certification desired.
• Professional degree or certification combined with related experience highly desired.
• Applies advanced subject matter knowledge to complex business issues.
• Frequently contributes to the development of new ideas and methods.
• Works on complex problems/projects where analysis of situations or data requires an in-depth evaluation of multiple factors.
• Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.
• Leads and/or provides expertise to project teams and may participate in cross-functional initiatives.
• Provides direction and guidance to process improvements and establishing policies.
• Frequently represents the organization to external customers/clients.
• Good at partnering, innovating, and making things happen?
• Holding a bachelor’s or master’s degree in computer science, Computer Studies, Information Security (or equivalent combination of education and experience)
• Experienced in working in a risk management, audit, security or technical delivery role able to work self-motivated in diverse, multi-national and virtual environments
• Accountability
• Action Planning
• Active Learning
• Active Listening
• Bias
• Business Growth
• Business Planning
• Coaching
• Commercial Acumen
• Creativity
• Critical Thinking
• Cross-Functional Teamwork
• Customer Experience Strategy
• Data Analysis Management
• Data Collection Management (Inactive)
• Data Controls
• Design Thinking
• Empathy
• Follow-Through
• Growth Mindset
• Intellectual Curiosity (Inactive)
• Long Term Planning
• Managing Ambiguity
• Personal Initiative

Responsibilities

• Responsible for the overall delivery of the Service to all assigned accounts.
• The CSM is the Customer's single IT management focal point for all service-related issues, technical escalations, and is the customer's remote service advocate within ARUBA/HPE.
• Effective at establishing overall goals, developing outcome focused CSP (Customer Success Plans), and action plans to achieve results, has a keen sense of what, when and how to communicate information to management and peers and the actions taken and possible solutions.
• Provides direction and leadership to the support team and peers based upon organization vision and strategic direction.
• Strives to make continuous improvements to key processes, seeks to meet business objectives while contributing to the overall success of the department/organization.
• Holds people accountable to meet organization goals, meets goals set for Performance Management Initiative, motivates, and recognizes individuals within team.
• Responsibilities also include resource and business management to annual plan of record and, in conjunction with, Aruba/HPE, Global Solution Center, Onsite Delivery, and direct line organization, ensures Customer Satisfaction with support/services delivered by ARUBA/HPE Services.
• Acts as Escalation Manager - handles all team escalations.
• The CSM is responsible for communicating and coordinating with the Customer during the engineering referral process.
• The CSM is further responsible for keeping the Customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution.
• During an engineering elevation, responsible through the problem resolution process, and culminates when the Customer's situation is resolved.
• Responsible for all service-related issues, if necessary, during outage situations, the CSM will coordinate and manage the Action Plan for the ARUBA/HPE activities, service event management, process flows and administration.
• Ensures that the support Service is delivered in conformance to the declared deliverables, management of scope of services, responsible for service procedures, coordinates closely with internal ARUBA/HPE organizations (field delivery and engineering organizations as necessary).
• Responsible for and conducts the Quarterly Service Review with Customers.
• Responsible for statistical analysis and trending in conjunction with the proactive services and Quarterly or Monthly Service Review.

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