Digital Customer Success Manager

Hewlett Packard Enterprise; Kuala Lumpur; Hybrid; MYR 70,000 - 120,000; Full time

Job summary

Hewlett Packard Enterprise in Kuala Lumpur is seeking a Renewal Sales Account Manager to manage post-sales relationships, renew IT support services, and expand services within GreenLake portfolios. You will partner with account managers and delivery teams to drive adoption, retention, and growth across hybrid cloud offerings.

The role emphasizes proactive engagement, executive briefings, and value realization, with a focus on mid-sized customers and a hybrid work model in Malaysia.

Qualifications

• University or bachelor’s degree preferred, or equivalent experience.
• 2–4 years of relevant work experience or equivalent.
• Excellent relationship management and escalation handling.
• Strong account planning, renewal management, and data analysis skills.
• Solid communication and presentation abilities for meetings.

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.

Skills

Relationship management

Account planning

Renewal management

Data analysis

Sales attitude

Renewal proposal & presentation

Business acumen

Communication & presentation

Education

Bachelor’s degree or equivalent

Master’s degree (desirable)

2–4 years relevant experience

Job description

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.

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.

#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. 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.