Principal Customer Success Manager

Hewlett Packard Enterprise • All, NJ

1d • Remote

About The Position

As a Customer Success Manager, you will be the single point of contact for all service-related matters. A key member of the account while acting as a trusted advisor to the customer and advocate inside of HPE. Working closely with delivery & sales colleagues such as our Advance Resolution Center, contracts, logistics, sales, Product Line Management and engineering teams. Reactively solving customer issues and proactively identifying and mitigating risks.

A Day in the Life of Customer Success Management
Working with a team of professionals to own customer engagement and experience with a focus on success, you will:
Serve as lead in coordination & communication between the customer, sales, services & engineering teams.
Build and maintain positive & respectful relationships.
Construct clear plans of action and drive clear demarcation of ownership and accountability.
Reliably and clearly communicate at all levels, from field engineers through to back-office technical staff and C-level executives.
Provide concise & informative weekly reporting that summarizes the key developments. With both succinct executive summaries and in-depth technical detail. Demonstrating progress, ownership & next steps for each account.
Build and update reports for monthly and quarterly operational business reviews.
Analyze trends for further discussion, define actions to address issues & concerns.
Think proactively, analyze data, and prep teams for early in the engagement before reactive support is required.
Think innovatively, strive to improve and evolve the services we provide to our customer.
Internally - be a key contributor to initiatives that improve processes and tools that we use in the delivery of our services.
Develop technical and marketing knowledge of HPE product lines. Not just what a product does, but the value it provides to our customer and their business success.
Become intimately familiar with the account strategy.
Participate in customer network planning review meetings.
Flagging opportunities to upsell services and products back to the sales account team.

Requirements

• 10+ years of relevant work experience. Ideally leading large technical account activity for a Cloud, Service Provider or large Enterprise customer.
• Technical bachelor’s degree required with an MBA preferred.
• Technically savvy with a deep understanding of Customer Support environments.
• Able to deftly navigate and communicate at this level.
• Broad knowledge in one or more technical subject areas is helpful, for example: Core & edge routing Switching technologies Internet Security Network management
• The candidate will have a background in driving customer success.
• A tried ability to prioritize issues, while considering both customer and Juniper requirements.
• Strong communication, interpersonal, and leadership skills and able to prove achievements in a career supporting cross-functional organizations.

Nice To Haves

• MBA preferred

Responsibilities

• Serve as lead in coordination & communication between the customer, sales, services & engineering teams.
• Build and maintain positive & respectful relationships.
• Construct clear plans of action and drive clear demarcation of ownership and accountability.
• Reliably and clearly communicate at all levels, from field engineers through to back-office technical staff and C-level executives.
• Provide concise & informative weekly reporting that summarizes the key developments. With both succinct executive summaries and in-depth technical detail. Demonstrating progress, ownership & next steps for each account.
• Build and update reports for monthly and quarterly operational business reviews.
• Analyze trends for further discussion, define actions to address issues & concerns.
• Think proactively, analyze data, and prep teams for early in the engagement before reactive support is required.
• Think innovatively, strive to improve and evolve the services we provide to our customer.
• Internally - be a key contributor to initiatives that improve processes and tools that we use in the delivery of our services.
• Develop technical and marketing knowledge of HPE product lines. Not just what a product does, but the value it provides to our customer and their business success.
• Become intimately familiar with the account strategy.
• Participate in customer network planning review meetings.
• Flagging opportunities to upsell services and products back to the sales account team.

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: Principal