Customer Success Manager

Hewlett Packard Enterprise • All, NC

12d • Remote

About The Position

Hewlett Packard Enterprise is seeking a Customer Success Manager (CSM) to serve as a management partner to customers and an extension of their IT management structures. The CSM works with customer IT service management teams using industry best practices such as ITIL/ITSM, and ensures the Aruba/HPE service delivery team understands the customer’s critical IT services and business objectives. The role promotes customer satisfaction, addresses satisfaction issues, and builds productive relationships across the Aruba/HPE team.

The CSM is accountable for overall service delivery to assigned accounts and serves as the customer’s primary IT management contact for service issues, technical escalations, and remote service advocacy. The role establishes goals, develops outcome-focused Customer Success Plans and action plans, communicates progress and solutions to customers and internal stakeholders, and provides direction to support teams. It also contributes to process improvement, resource and business management, and customer satisfaction across Aruba/HPE service organizations.

The CSM manages team escalations and coordinates customer communications throughout engineering referrals and problem resolution. During outages, the CSM coordinates action plans, service-event management, process flows, and administration. The role ensures services conform to declared deliverables and scope, coordinates with internal field delivery and engineering organizations, conducts Quarterly Service Reviews, and performs statistical analysis and trend reviews alongside proactive services and quarterly or monthly reviews.

Requirements

• At least 5 years of recent customer success experience with high-touch engagements.
• A professional degree or equivalent experience and at least 7 years of related experience.
• Basic knowledge of one or more of the following: wireless, networking, cloud, or customer success tools.
• Intermediate-level skills with Microsoft Office applications.
• Demonstrated English verbal, written, and typing skills.
• Ability to communicate effectively with customers at both low technical and high management levels.
• Team-player and mentoring abilities.
• Program management skills and strong organizational skills.
• Ability to work independently in diverse, multinational, and virtual environments.

Nice To Haves

• Account management skills.
• PMP certification.
• ITIL/ITSM certification.
• A professional degree or certification combined with related experience.
• A bachelor’s or master’s degree in computer science, computer studies, information security, or an equivalent combination of education and experience.
• Experience in risk management, audit, security, or technical delivery.

Responsibilities

• Manage overall service delivery for assigned accounts and act as the customer’s single IT management focal point for service-related issues, technical escalations, and remote service advocacy.
• Partner with customer IT service management teams and apply industry best practices, including ITIL/ITSM.
• Ensure Aruba/HPE service delivery team members understand customers’ critical IT services and business objectives.
• Promote customer satisfaction, prevent dissatisfaction where possible, and follow up on customer satisfaction issues.
• Develop outcome-focused Customer Success Plans and action plans, establish goals, and communicate relevant information, actions, and potential solutions to customers and internal stakeholders.
• Provide direction and leadership to support teams and peers, hold team members accountable to organizational goals, and motivate and recognize individuals.
• Manage team escalations and coordinate customer communication during engineering referrals, including updates on activities, milestones, and decisions through resolution.
• During outages, coordinate and manage Aruba/HPE action plans, service-event management, process flows, and administration.
• Ensure service delivery conforms to declared deliverables and scope, maintain service procedures, and coordinate with internal field delivery and engineering organizations.
• Conduct Quarterly Service Reviews with customers and perform statistical analysis and trend reviews in conjunction with proactive services and quarterly or monthly reviews.
• Manage resources and business activities in accordance with the annual plan of record, working with Aruba/HPE Global Solution Center, Onsite Delivery, and direct-line organizations to support customer satisfaction.
• Share experience and knowledge, contribute to continuous process improvement, and support department and organizational objectives.

Benefits

• A comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
• Career development programs to help employees pursue professional goals or apply their skills in another division.
• Variable incentives may be offered in addition to base salary.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level