Customer Success Manager (CSM) - Onsite

About the role

Hewlett Packard Enterprise is hiring a Customer Success Manager (CSM), described in the text as a Customer Success Architect, who will take ownership of a select group of strategic customer accounts. The role is designed as onsite, with the expectation that you will primarily work from an HPE partner or customer office. You will be a key member of the account team, helping customers get the most out of HPE solutions and driving usage growth, upsell and account expansion.

Key responsibilities

• Cultivate strong senior-level relationships with key stakeholders in each customer organization.
• Onboard customers and help them define and achieve their adoption success criteria.
• Develop and maintain a Customer Success Plan covering business goals, outcomes and timelines.
• Act as a primary advocate for the customer and promote the value of HPE's portfolio.
• Mitigate risks and escalate complex issues, coordinating with technical support, product management and engineering.
• Drive the upsell motion and identify cross-sell opportunities with Sales Specialists.
• Support the account team through contract renewals and refreshes to drive retention and growth.
• Advocate for the customer through the internal closed-loop feedback mechanism.

Required profile

• Typically 4-6 years of directly related experience in customer success management, large accounts and customer success plans.
• University degree or equivalent; advanced degree or MBA preferred.
• Customer Success Manager Foundation Certification or higher preferred; HPE GreenLake ATP certification preferred.
• Preferred: project/program management, cloud operating models, outcome-based and value-based selling experience.

Required skills

• Knowledge of the technology industry, cloud computing and the HPE portfolio, including GreenLake, advisory and professional services, and managed services.
• Public cloud architecture and operations, ITIL/ITSM, Agile and DevOps.
• Customer success metrics such as Net Dollar Retention, Gross Dollar Retention and churn.
• Leadership of account teams and collaboration with sales, product, support and marketing.