Senior Customer Success Manager

This is a fully remote position, open to applicants in United States, +10 more locations.

📋 Description

• Manage a designated portfolio of strategic customer accounts

• Build and nurture relationships with senior-level customers and engage key stakeholders

• Facilitate customer onboarding and assist in defining and achieving success criteria for adoption

• Advocate for the needs, objectives, and desired outcomes of customers

• Create and maintain Customer Success Plans that outline goals, outcomes, and timelines

• Address customer issues and collaborate with technical support, product management, and engineering teams

• Document HPE offering capabilities and identify gaps through a closed-loop engagement process

• Drive upsell initiatives and secure expansion opportunities

• Identify cross-sell prospects and work closely with Sales Specialists

• Assist clients in maximizing the value of HPE solutions during their digital transformation journey

⛳️ Requirements

• Bachelor’s degree or equivalent combination of education and professional experience

• Over 5 years of relevant work experience

• Demonstrated success in customer success management

• Experience in managing substantial customer accounts

• Proven ability to develop customer success plans and meet success objectives

• Familiarity with cloud operating models

• Capability to support customers in Eastern/Central Time Zones while accommodating Eastern Time Zone working hours

• Willingness to travel domestically on occasion (~10–15%)

• In-depth knowledge of the technology industry, cloud computing, and the competitive landscape

• Extensive understanding of company products and services, including their value propositions

• Experience with customer success methodologies, frameworks, and best practices

• Knowledge of customer success financial metrics, such as CLV and churn rates

• Experience in leadership and orchestrating account teams

• Ability to collaborate with sales, product development, technical support, and marketing departments

• Familiarity with industry regulations, data privacy laws, and compliance requirements

• Knowledge of HPE GreenLake, Advisory and Professional Services, and Managed Services

• Understanding of Public Cloud Architecture and Operations principles

• Knowledge of ITIL/ITSM

• Familiarity with Agile and DevOps concepts and methodologies

🏝️ Benefits

• Comprehensive benefits that support physical, financial, and emotional wellbeing

• Opportunities for personal and professional development

• Flexible management of work and personal needs

• Commitment to unconditional inclusion and an inclusive workplace

• Remote/teleworker arrangement, primarily operating from home