Customer Success Manager (CSM) - Onsite

About the role

Hewlett Packard Enterprise is hiring a Customer Success Manager (CSM) in Istanbul, working onsite at an HPE partner or customer office. The role is customer-facing and may involve regular presence on the customer premises. The CSM takes ownership of a select group of strategic accounts, acts as a direct point of contact for the client and drives usage growth, upsell and account expansion.

Key responsibilities

• Take ownership of strategic customer accounts and cultivate strong senior-level relationships with key stakeholders.
• 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 escalate complex issues with technical support, product management and engineering.
• Drive the upsell and cross-sell motions and close expansion opportunities with Sales Specialists.
• Support the account team through contract renewals and refreshes to drive retention and account growth.
• Promote HPE's portfolio and use cases, and feed customer feedback back to internal teams.

Required profile

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

Required skills

• Knowledge of HPE's portfolio, GreenLake platform, advisory and professional services, and managed services.
• ITIL/ITSM, Agile and DevOps concepts, and public cloud architecture and operations principles.
• Customer success metrics such as Net Dollar Retention, Gross Dollar Retention and churn rates.
• Leadership of account team members and collaboration with sales, product, support and marketing.