Customer Success Manager

Customer Success Manager

  

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

Job Description:

   

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

Job Summary:

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. 

Effective at establishing overall goals, developing outcome focused CSP (Customer Success Plans), and action plans to achieve results, has a keen sense of what, when and how to communicate information to management and peers and the actions taken and possible solutions. Provides direction and leadership to the support team and peers based upon organization vision and strategic direction. Strives to make continuous improvements to key processes, seeks to meet business objectives while contributing to the overall success of the department/organization. Holds people accountable to meet organization goals, meets goals set for Performance Management Initiative, motivates, and recognizes individuals within team. 

Responsibilities also include resource and business management to annual plan of record and, in conjunction with, Aruba/HPE, Global Solution Center, Onsite Delivery, and direct line organization, ensures Customer Satisfaction with support/services delivered by ARUBA/HPE Services. 

Job Description:

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.

 

Job Requirements:

• 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 participate in cross-functional initiatives. Provides direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients.
• Good at partnering, innovating, and making things happen? Good start, you are aligned to our core values!
• Holding a bachelor’s or master’s degree in computer science, Computer Studies, Information Security (or equivalent combination of education and experience)
• Experienced in working in a risk management, audit, security or technical delivery role
• able to work self-motivated in diverse, multi-national and virtual environments

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.

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

    

"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
– United States of America: Annual Salary USD 65,200 - 150,500 in North Carolina
The listed salary range reflects base salary. Variable incentives may also be offered."

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

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.

   

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.