[Hiring] Customer Success Manager II @HPE

Role Description

The Customer Success Manager (CSM) is a key value to Customer as a management partner and an integral part of the Customer's IT management structure. Responsibilities include:

• Partnering with the Customer to utilize industry best practices (ITIL/ITSM).
• Ensuring the team works with the Customer's IT service management team.
• Promoting customer satisfaction and preventing dissatisfaction issues.
• Building positive working relationships with all members of the ARUBA/HPE team.
• Responsible for the overall delivery of the Service to all assigned accounts.
• Acting as the Customer's single IT management focal point for all service-related issues and technical escalations.
• Establishing overall goals and developing outcome-focused Customer Success Plans (CSP).
• Providing direction and leadership to the support team based on organizational vision.
• Striving for continuous improvements to key processes.
• Holding people accountable to meet organization goals.
• Managing resource and business management to ensure Customer Satisfaction.
• Acting as Escalation Manager for all team escalations.
• Communicating and coordinating with the Customer during the engineering referral process.
• Conducting the Quarterly Service Review with Customers.
• Responsible for statistical analysis and trending in conjunction with proactive services.

Qualifications

• 5+ years recent experience with Customer Success in 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.
• Ability to understand and communicate effectively with customers at various technical levels.
• Account management skills 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.

Requirements

• Ability to apply advanced subject matter knowledge to complex business issues.
• Experience working on complex problems/projects requiring in-depth evaluation of multiple factors.
• Significant independent judgment within broadly defined policies and practices.
• Experience leading and/or providing expertise to project teams.
• Ability to provide direction and guidance to process improvements and establishing policies.
• Experience representing the organization to external customers/clients.

Benefits

• Health & Wellbeing: Comprehensive suite of benefits supporting physical, financial, and emotional wellbeing.
• Personal & Professional Development: Programs to help reach career goals.
• Unconditional Inclusion: Celebrating individual uniqueness and valuing varied backgrounds.