Remote Customer Success Manager: Service Delivery Lead

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

Job summary

Hewlett Packard Enterprise is seeking a Customer Success Manager to support our office. The CSM partners with the Customer to ensure IT service management alignment and delivers the service as the primary IT focal point for all service-related issues.

The role requires 5+ years in customer success with high-touch engagements, strong communication skills, and PMP/ITIL aspirations. This fully remote opportunity offers exposure to global accounts and a structured escalation process.

Qualifications

• 5+ years recent experience with Customer Success with high touch engagements.
• A professional degree or equivalent experience and 7+ years related experience.
• Basic knowledge of one or more of the following technologies: Wireless, Networking, Cloud, Customer Success tools.
• Intermediate level skills with Microsoft Office applications.
• Demonstrated English verbal, written, and typing skills.
• Demonstrated ability to understand and communicate effectively with a customer at a low technical level and high management level.
• Team player and mentor
• Account management skills are preferred.
• Demonstrated Program Management skills and high organizational skills required, PMP certification desired.
• ITIL/ITSM certification desired.
• Professional degree or certification combined with related experience highly desired.

Responsibilities

• Acts as Escalation Manager - handles all team escalations and communicates with the Customer during the engineering referral process.
• Keeps the Customer informed of activities, milestones, and decisions necessary for their IT environment and solution resolution.
• Leads and/or provides expertise to project teams and may participate in cross-functional initiatives.
• Provides direction and guidance to process improvements and establishing policies.

Skills

Customer success

High touch engagements

Team player

Project management

English communication

ITIL/ITSM knowledge

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

Hewlett Packard Enterprise is seeking a Customer Success Manager to support our office. The CSM partners with the Customer to ensure IT service management alignment and delivers the service as the primary IT focal point for all service-related issues.

The role requires 5+ years in customer success with high-touch engagements, strong communication skills, and PMP/ITIL aspirations. This fully remote opportunity offers exposure to global accounts and a structured escalation process.