Senior Customer Success Manager

📋 Description

• Take responsibility for a designated group of strategic customer accounts.

• Build and nurture strong, senior-level relationships within the customer’s organization, engaging with key stakeholders.

• Efficiently onboard customers and assist them in defining and achieving their success criteria for adoption.

• Serve as the primary advocate for the customer, ensuring their needs, goals, and desired outcomes are recognized and prioritized.

• Create and maintain a Customer Success Plan for the assigned accounts, detailing customer goals, desired outcomes, and timelines, ensuring a consistent experience throughout the entire customer journey.

• Act as a point of escalation for customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure prompt and effective resolutions.

• Capture the capabilities of HPE’s offerings and identify gaps related to customer use cases through a closed-loop process for each phase of the engagement life cycle.

• Drive upsell sales initiatives within the assigned account base, identifying and securing new expansion opportunities.

• Identify cross-sell opportunities and collaborate with Sales Specialists to pursue them.

⛳️ Requirements

• A university or bachelor’s degree or a suitable combination of education and experience; an advanced degree or MBA is preferred.

• Over 5 years of relevant work experience.

• CCSM (Certified Customer Service Manager) - Level 4 or higher certification is preferred.

• HPE GreenLake ATP certification is preferred.

• Demonstrated experience in customer success management, managing large customer accounts, developing customer success plans, and achieving customer success objectives.

• Recognized as a trusted advisor externally and a mentor in customer success management internally.

• Considered an expert in the field by both the company and its customers.

• Experience in project/program management is preferred.

• Familiarity with cloud operating models.

• Comfortable providing support to customers in the Eastern Time Zone and able to accommodate Eastern Time Zone working hours.

🏝️ Benefits

• Health & Wellbeing

• Personal & Professional Development

• Unconditional Inclusion