Client Management; Manager Customer Success

Hewlett Packard Enterprise

1d•$105,500 - $243,000•Remote

About The Position

The Client Management, Customer Success Leader ensures clients receive high-quality services by overseeing the entire service lifecycle, acting as a liaison between service delivery and customers. Management of service delivery teams, resources, and processes to meet expectations, drive efficiency, and align delivery with business goals, and customer expectations. Handle client concerns, manage performance metrics, ensure compliance, and oversee continuous improvement for seamless service execution and customer satisfaction. A professional responsible for bridging the gap between a company's Service delivery capabilities and its clients' business needs. Act as the primary, high-level service point of contact, driving project delivery while managing client relationships. Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages non-exempt/exempt individual contributors and/or supervisors. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Recruits and supports development of direct staff members. Typically reports to MG2 or Director. Additional guidance/criteria: Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region. Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers

Requirements

8+ years of experience
Managed technical relationships with customers, clients and vendors
6+ years as a people manager with direct reports
4+ years of relationship-building experience with customers, internal and external stakeholders
4+ Understanding and knowledge of utilizing a CRM and customer success with strong technical knowledge across IT and Networking technologies, protocols and software management tools
Knowledge ability to convey complex technical concepts to non-technical audiences.
Advanced problem-solving and coordination of teams in complex or emergency situations.
Broad market knowledge, including competitive dynamics, business models, and strategy.
Proficiency in Microsoft applications, Access, statistical analysis, and financial modeling.

Responsibilities

Lead, mentor, and coordinate technical and support teams.
Build and scale high-performing organizations aligned with sales, product, engineering, and executive stakeholders.
Drive Service Delivery improvements and manage resource allocation.
Monitor and improve customer metrics (e.g., issue resolution, customer health).
Develop strategies and business plans that support profitable growth and Total Customer Experience.
Monitor product and service metrics and implement recovery plans as needed.
Lead process improvements across delivery, operations, and productivity.