Service Manager/Customer Success Manager - Telco Customers

Hewlett Packard Enterprise Development LP; Fatih; Hybrid; TRY 180,000 - 300,000; Full time

Benefits offered by this job

Hybrid work model

Career development

Job summary

Hewlett Packard Enterprise Development LP in Türkiye seeks a Service Delivery/Customer Success Manager for Telco accounts. You will be the single point of contact for service-related matters, coordinating with sales, services and engineering, and managing the post-sales relationship to ensure a high-quality customer experience.

The role requires a Bachelor’s degree in Engineering or Computer Science, 5+ years in services delivery, and fluency in English and Turkish.

Qualifications

• Proven track record in Services Delivery / Services Management.
• Strong communication and presentation skills with multiple levels.
• Experience with service delivery and customer success concepts is a plus.

Responsibilities

• Serve as single point of contact for service-related matters and overall health of Telco Service Provider accounts.
• Lead coordination between customer, sales, services, and engineering teams.
• Manage post-sale relationships and incident ownership with escalation handling.

Skills

Stakeholder management

Relationship building

Communication skills

Problem solving

English and Turkish fluency

Education

Bachelor’s degree in Engineering, Computer Science or equivalent

Job description

Service Manager/Customer Success Manager - Telco Customers

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

HPE Networking - Service Manager / Customer Success Manager (f/m/d) Türkiye The secure, AI-native network is not just a vision—it is our mission. Juniper Networks is now part of HPE—creating the industry's first secure, AI-native network, purpose-built with AI and for AI to deliver the best experiences across enterprises, service providers, and cloud operators.

HPE Networking is bringing together unparalleled products and talent, bolstered by a long heritage in both networking and AI.

As a Service Delivery/Customer Success Manager you will be the single point of contact for all service-related matters, managing overall health of a large Telco Service Provider, acting as a key member of the account while acting as a trusted advisor to the customer and advocate inside of HPE Networking.

You will be responsible for developing and maintaining a strong trusted relationship with your assigned customers and delivering a positive overall service experience from the Company.

Working closely with delivery & sales colleagues such as our Technical Assistance Centre, contracts, logistics, sales and engineering teams, you will lead to solve customer issues and proactively identify and mitigate risks.

You will guide your customers to succeed in achieving their business objectives and outcomes by maximizing the value of the company’s offerings and portfolio.

This position reports in HPE Networking as part of the Client Management for Service Providers & Cloud, while collaborating with various internal organizations to deliver a stellar customer experience.

Responsibilities

• Serve as lead in coordination & communication between the customer, sales, services & engineering teams.
• Build and maintain positive & respectful relationships.
• Manage the customer experience with recurring meetings to supervise related activities and outcomes.
• Construct clear plans of action and drive clear demarcation of ownership and accountability.
• Reliably and clearly communicate at all levels, from field engineers through to back‑office technical staff and C level executives.
• Engage and manage the post‑sales relationship with the customers.
• Apply developed subject matter knowledge to solve common and complex business issues within established guidelines and recommend appropriate alternatives.
• Work on problems of diverse complexity and scope.
• May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
• Responsible for incident ownership, managing all high and critical incidents.
• Incident and escalation management, provide remote operational support and remediation.
• Logistics support on RMAs.
• Manage Installed Base and Entitlement.
• Coordinate End‑to‑End with internal areas and stakeholders such as global technical support center, global customer care, global logistics, engineering and product departments.
• Prepare and conduct monthly and quarterly business reviews with end customer and internal stakeholders.
• Extract, handle and analyze information and data related to the main indicators of the support and after‑sales process, building reports to be presented to different audiences at operational and executive levels.
• Analyze trends for further discussion, define actions to address issues & concerns.
• Support business partners and resellers in post‑sales activities.
• Develop, communicate and update account strategies with the sales account team, customer service team and the customer.
• Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery.

If you are…

Good at partnering, innovating, and making things happen? Good start, you are aligned to our core values!

Skills, Expertise, Attitude and Education

• Bachelor’s degree in Engineering, Computer Science or equivalent.
• At least 5 years of relevant work experience in Services Delivery / Services Management.
• Service mindset and proactive attitude.
• Ideally experience in leading large technical account activity for a Service Provider customer.
• A proven background in managing complex customers and a clear ability to understand how to prioritize, while considering both customer and the company business requirements.
• Experience in service delivery and business models.
• Have knowledge / skills in handling complex problems and coordinating work which may extend beyond own area of expertise.
• Demonstrated ownership and management of service and support escalations and remediation planning.
• Proven communication and presentation skills (written and oral) and capable of communicating with multiple levels within customer environment.
• Excellent customer management and relationship capabilities.
• Proven track of escalation management.
• Background in IP‑based networks or Software technologies (Core & Edge routing, Switching, Data Center, Campus Switching/Networking, Internet Security, Network management).
• Proficient with Microsoft Office.
• Strong data analysis capabilities.
• Executive engagement and communications.
• Hold self‑accountable for complying with policies, procedures and work requirements.
• Customer service and support experience.
• Experience applying Customer Success concepts and methodologies is a plus.
• Ability to speak and write in English and Turkish fluently.
• SAP and/or Salesforce CRM and Business Objects or Tableau experience of advantage.
• ITIL Certification would be a plus.
• Juniper Certification would be a plus.

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.

Job: Services Job Level: Intermediate

Equal Employment Opportunity

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. 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.

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The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors.

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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.

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HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities.

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To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.