Digital Customer Success Manager

Hewlett Packard Enterprise; Ampang Jaya; Hybrid; MYR 90,000 - 150,000; Full time

Job summary

Hewlett Packard Enterprise in Malaysia is seeking a Digital Customer Success Manager to drive renewal and expansion opportunities within assigned GreenLake accounts. This hybrid role requires about two days per week in an HPE office and offers a collaborative environment with cross-functional teams.

You will develop trusted advisor relationships with IT leaders and business stakeholders, monitor usage, renewals, and value realization, and partner with Account Managers to maximize wallet share

Qualifications

• University or bachelor’s degree preferred, or equivalent experience.
• A master's degree is desired.
• 2-4 years of relevant work experience or equivalent.

Responsibilities

• Own and manage post-sales relationships within assigned GreenLake accounts.
• Develop trusted advisor relationships with IT leaders and business stakeholders.
• Drive customer adoption and renewal opportunities by ensuring value realization.
• Collaborate with Account Managers to support renewal planning and wallet growth.
• Monitor health, usage, and satisfaction to address risks and maximize value.

Skills

Relationship management

Customer understanding

Escalation management

Account planning

Renewal management

Renewal proposals

Sales attitude

Communication skills

Education

Bachelor's degree preferred

Master's degree desired

Job description

Digital Customer Success Manager

This role has been designed as 'Hybrid' with a requirement 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 on finding 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:

Job Family Definition:

Renewal Sales Account Manager works within assigned customer accounts (direct and indirect through channel partners) or assigned partner accounts to manage, renew, and convert IT support services contracts to tailor expanded and new services to support customer and HPE business objectives. Uses a proactive account approach to provide expertise, promote confidence in HPE’s value, defend HPE’s installed base business against competition, and generate new sales opportunities. Builds pipeline and drives renewal opportunities within existing accounts to close to deliver targets and increase HPE’s share of wallet. Collaborates actively with other specialists, account managers, services delivery, and channel partners. These jobs focus on renewing customer service contracts, typically through a mixture of work occurring outside HPE offices and inside.

Management Level Definition

Applies intermediate-level subject matter expertise in customer success, hybrid cloud, consumption-based services, and account management to address customer needs and business challenges. Works independently within established guidelines to manage customer relationships, drive adoption, improve utilization, and identify growth opportunities. Exercises sound judgment in customer engagement, retention planning, and expansion strategies while collaborating with internal stakeholders to ensure successful customer outcomes.

Key Responsibilities

• Own and manage the post-sales relationship for an assigned portfolio of GreenLake customers, primarily mid-sized accounts.
• Develop trusted advisor relationships with customer stakeholders, including IT leaders, operations teams, and business decision-makers.
• Drive customer adoption and utilization of GreenLake services by ensuring customers fully consume and leverage their contracted capacity and solutions.
• Conduct regular customer business reviews, success reviews, and executive briefings to demonstrate delivered business value and identify improvement opportunities.
• Monitor customer health, consumption trends, adoption metrics, service performance, and satisfaction indicators to proactively address risks and maximize value realization.
• Develop and execute customer success plans focused on achieving customer business objectives and desired outcomes.
• Identify, qualify, and facilitate upsell, cross-sell, and expansion opportunities across GreenLake services, managed services, hybrid cloud, and related solution portfolios.
• Partner closely with Account Managers to support account growth strategies, renewal planning, and increased share of wallet.
• Drive customer retention and renewal success through proactive engagement, value realization discussions, and long-term relationship management.
• Collaborate with service delivery teams, support organizations, and solution specialists to resolve customer issues and improve customer experience.
• Provide customer insights, utilization trends, and growth opportunities to internal stakeholders to support business planning and forecasting.
• Promote adoption of new GreenLake capabilities, services, and innovations that enhance customer outcomes and platform value.
• Maintain accurate account plans, customer success plans, consumption forecasts, renewal opportunities, and expansion pipelines.
• Act as the customer’s advocate within HPE, ensuring alignment between customer objectives and delivered services.

Education & Experience:

University or bachelor’s degree preferred, or equivalent experience. A master's degree is desired. 2-4 years of relevant work experience or equivalent.

Knowledge & Skills:

Good relationship management, customer understanding, and escalation management expertise. Good account and opportunity planning and development skills for standard accounts. Good support services and renewal management knowledge (portfolio, processes, data analysis, and tools). Basic knowledge of the company’s other offerings, strategic initiatives, partner and competitor products, and strategies within the assigned solution set. Good sales attitude and basic experience. Basic renewal proposal and presentation experience for standard renewals. Basic business and financial acumen. Very good written and verbal communication and presentation skills, including solid meeting preparation and leadership (both telephone and face-to-face).

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

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. #malaysia #sales

Job: Sales Job Level: Intermediate 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.

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

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We Are In the Acceleration Business

We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives. Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.

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Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law. If you’d like more information about your EEO right as an applicant under the law.

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Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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