Customer Success Manager

Customer Success Manager This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

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 onfinding 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.

We are seeking a Customer Success Manager to support our office.

Customer Success Manager (CSM) is a key value to Customer is as a management partner with the Customer and an integral part and extension of the Customer's IT management structure. Partners with the Customer to utilize industry best practices (ITIL/ITSM) to ensure that the team works with the Customer's IT service management team to help ensure that all other members of the Aruba/HPE service delivery team are fully knowledgeable about the Customer's critical IT services and business objectives.

Promotes customer satisfaction within team, prevents customer dissatisfaction issues from occurring, and follows up on any satisfaction issues that arise. Builds positive working relationships with all members of the ARUBA/HPE team. Leverages experience and knowledge through information sharing. Responsible for the overall delivery of the Service to all assigned accounts. The CSM is the Customer's single IT management focal point for all service-related issues, technical escalations, and is the customer's remote service advocate within ARUBA/HPE.

Acts as Escalation Manager - handles all team escalations. The CSM is responsible for communicating and coordinating with the Customer during the engineering referral process. The CSM is further responsible for keeping the Customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution. During an engineering elevation, responsible through the problem resolution process, and culminates when the Customer's situation is resolved.

Responsible for all service-related issues, if necessary, during outage situations, the CSM will coordinate and manage the Action Plan for the ARUBA/HPE activities, service event management, process flows and administration. Ensures that the support Service is delivered in conformance to the declared deliverables, management of scope of services, responsible for service procedures, coordinates closely with internal ARUBA/HPE organizations (field delivery and engineering organizations as necessary).

Responsible for and conducts the Quarterly Service Review with Customers. Responsible for statistical analysis and trending in conjunction with the proactive services and Quarterly or Monthly Service Review.

• 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. Applies advanced subject matter knowledge to complex business issues. Frequently contributes to the development of new ideas and methods. Works on complex problems/projects where analysis of situations or data requires an in-depth evaluation of multiple factors. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.
  
  Leads and/or provides expertise to project teams and may…