Principal Customer Success Manager

Principal Customer Success Manager

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world.Our culture thrives onfinding new and better ways to accelerate what’s next.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. If you are looking to stretch and grow your career our culture will embrace you.Open up opportunities with HPE.

Job Description:

The Customer Success Manager (CSM) holds a key role in the customers’ digital transformation journey. Partners with HPE account team’s strategic customers to understand their business objectives, project priorities, and consumption outcomes, orchestrating their adoption journey to optimize their experiences with HPE's portfolio.

The CSM is on a mission to proactively guide customers in amplifying the consumption of HPE solutions, achieving increased metering outcomes, and ensuring realizing the maximum value from their investment. The CSM is responsible for delivering enjoyable experiences for the customers throughout their journey with HPE: from onboarding to activation, to the adoption of HPE's offerings, as well as advocacy resulting in increased workload-led consumption, higher revenue outcomes, overall account growth, and customer loyalty.

Maximizes the value of as-a-service offerings within the HPE portfolio and guides customers to succeed in achieving their business objectives and outcomes.

Engages and manages the post-sales relationship with the customers, by identifying and helping close opportunities that expand HPE’s portfolio reach within each customer, while delivering incremental business value and an outstanding experience.

Customer advocate, trusted advisor, focal point, and guide through all stages of the customer journey, working with all aspects & functions of delivery as per the contract, focusing on meeting customer business outcomes and IT objectives which lead to Expand and Renew opportunities. The CXM function is available during HPE business hours.

How you will make your mark:

• Develops trusted customer relationship demonstrating executive presence.

• Evaluates and analyses customer needs.

• Builds trust and transparency with customers, promoting customer loyalty.

• Partners with account team to support business development efforts.

• Responsible for navigating the customer’s onboarding journey including:

• Identifying Team Members Necessary to Deliver Services Purchased.

• Responsible for Internal Kick Off Meetings with Sales and Partner.

• Sending Welcome Letter.

• Hosting a series of Services and Security Workshops working with the Transition Manager to complete the Operations Handbook.

• Verifies necessary deliverables have been completed.

• Coordinate initial setup of Internal Systems like Totango, Central, NaaS Experience Platform (NXP), and Networking Support Portal (NSP).

• Guide Partner and/or Customer through Onboarding process for NXP, NSP (Networking Support Portal), Aruba Central, UXI Dashboard, Edge Connect Orchestrator, Etc.

• Work with Aruba NOC (Network Operations Center) and Customer to install Remote Device Access (RDA) and Collectors as applicable.

• Coordinates Low Level Design (LLD) Review and Knowledge Transfer with the Aruba NOC team.

• Works with NaaS Ops team to facilitate monthly billing.

• Facilitates Change Orders and Order Forms.

• Participates in operational reviews.

• Host Monthly meetings and QBRs

• Obtaining customer feedback through meetings and periodic CSAT and NPS surveys.

• Identifies and Tracks Continuous Service Improvement (CSI) activities.

About you:

• Bachelor's or Master's degree preferred.

• Typically 4 - 6 years experience in a customer facing support role

• Good communication skills

• Project management experience

• Knowledge of ITIL and ITSM processes

• Good presentation skills

• Able to communicate to VP and C-level Management

• Knowledge in Networking products

• Advanced English

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Objectives, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Loyalty, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning {+ 10 more}

What We Can Offer You:

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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#mexico #aruba

Job:

Services

Job Level:

Master

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity .

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.