Remote Customer Success Manager — ITIL/ITSM Expert

Hewlett Packard Enterprise; Clayton (NC); Remote; USD 65,000 - 151,000; Full time

Job summary

Hewlett Packard Enterprise is seeking a seasoned Customer Success Manager to partner with customers as the IT management focal point for service delivery and escalations. You will guide CSPs, manage incidents, and drive satisfaction across ARUBA/HPE services while coordinating with field delivery and engineering teams.

The role supports remote work from the US, with a focus on North Carolina accounts and high-level customer engagement.

Qualifications

• 5+ years recent experience with Customer Success with high touch engagements.
• Professional degree or equivalent experience and 7+ years related experience.
• Knowledge of Wireless, Networking, Cloud technologies.
• Intermediate skills with Microsoft Office applications.
• Strong verbal, written, and typing skills in English.
• Ability to communicate with customers at both technical and senior management levels.
• Team player with mentoring abilities; PMP and ITIL/ITSM certifications preferred.
• Demonstrated program management and organizational skills; capable of leading cross-functional teams.

Responsibilities

• Act as Escalation Manager and coordinate engineering referrals with customers.
• Communicate milestones and decisions to customers during service delivery.
• Lead the ARUBA/HPE service delivery team to ensure customer satisfaction.
• Develop CSPs and action plans to achieve defined outcomes.
• Conduct Quarterly Service Reviews and provide process improvements.

Skills

Customer Success management

High-touch engagement

Communication with executives

Team leadership

Program management

Analytical thinking

Risk awareness

Education

Bachelor's degree in CS/Info Systems

Professional degree or equivalent experience

PMP certification desired

ITIL/ITSM certification desired

Tools

Microsoft Office

Job description

Hewlett Packard Enterprise is seeking a seasoned Customer Success Manager to partner with customers as the IT management focal point for service delivery and escalations. You will guide CSPs, manage incidents, and drive satisfaction across ARUBA/HPE services while coordinating with field delivery and engineering teams.

The role supports remote work from the US, with a focus on North Carolina accounts and high-level customer engagement.