Customer Success Manager

Customer Success Manager

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Job Description:

In the HPE Chief Technology Office, we lead the innovation agenda and technology roadmap for all of HPE. This includes managing the design, development, and product portfolio of our next-generation cloud platform, Green Lake. Working with customers, we help them reimagine their information technology needs to deliver a simple, consumable solution that helps them drive their business results.

Joining our OCTO HPE team and working as part of our OpsRamp team is a chance to make history and be a driving force in the industry. We are revolutionizing cloud computing by building a large-scale, enterprise-ready platform that powers a hybrid edge-to-cloud world. Our platform enables the world's largest and most diverse enterprise IT teams and managed service providers to control the chaos of modern digital infrastructure, and to deliver quickly, efficiently, and at scale while keeping their data secure and meeting sustainability goals.

We do this through hybrid discovery and monitoring, event and incident management, remediation, and automation, powered by AI. We help our enterprise and MSP customers avoid costly outages and performance issues that result in lost revenue and productivity.

With over 100,000 dedicated customers and 1 million devices in production, we are committed to accelerating transformation across data, connectivity, cloud, and security, providing essential solutions for businesses of all sizes. Together, we make the impossible possible, and we are confident in our ability to lead the way in shaping the future of cloud computing.

What You'll Do:

The Customer Success Lead/Technical Account Manager position is a critical role within the Customer Success Team, where your goal is to ensure the success of our customers. As a Customer Success Lead for Enterprise Accounts, you’ll be managing a group or region of our Enterprise/GSI/OEM clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. 

Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by: 

• Taking responsibility for your customer portfolio, customer satisfaction and success, churn, securing renewals, growth and scaling of customer programs. 
• Being accountable for renewal and upsell customer quota.
• Strategic account planning of customer portfolio. Stakeholder mapping, opening up, and identifying opportunities for expansion outside of the current program. 
• Work alongside the Customer Success Solution Architects to maximize adoption and business value of the OpsRamp platform into customer enterprise environments. You’ll be required to travel to client sites, as needed. 
• Be ready to take on additional initiatives and responsibilities as they emerge. Do everything you can to help the company achieve its larger objectives. 
• Delivering and communicating ROI for our clients, throughout the customer lifecycle.
• Create customer deliverables (QBR presentations, e2e demos, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to application end users.
• Bring together all workstreams from Shared Services, Education, support, and any other active engagements to ensure both internal and external stakeholders are appraised on progress.   
• Closely communicate and collaborate with the appropriate cross-functional teams such as Billing, Product Management, Engineering etc, and coordinate touchpoints as required.    
• Represent OpsRamp as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities.
• Build relationships with key stakeholders in the customer’s organization to enable a great customer experience and capture any concerns from a commercial perspective. 
• Own the business relationship with a portfolio of accounts, and partner with the other members of the account team (Customer Success Manager, Regional Sales Director, and Customer Solutions Architect) to define and execute on the account strategy. 
• Work closely with our management, sales, marketing, technical, and product teams to improve the OpsRamp product and our processes - you are the voice of the customer.

What you need to bring:

• Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.
• Have at least 5 +years of experience and proven success in one or more of the following: customer success, Service delivery, account management, pre-sales, Solution Architecture, consulting (Enterprise B2B SaaS preferred).
• Are an outstanding relationship builder with excellent presentation, persuasion, and communication skills.
• Have owned and exceeded revenue targets for customer retention and growth.
• Have managed, maintained, and developed customer relationships within enterprise and matrix organisations.
• Have helped customers realise a new vision and adopt business change.
• Have exceptional time management skills – You take ownership of your work, the results you deliver, and you are happy juggling multiple tasks and priorities. 
• Possess creativity and ability to learn and adjust on the go - you are an expert problem solver.
• Are detail-oriented with a passion for technology.
• Have great teamwork skills and willingness to have fun.

Knowledge and Skills:

• 5 + years experience, preferably in the IT management (ITOM)/APM fields. 
• At least 5+ years’ experience in senior customer-facing positions as a Program Architect or Lead Solution Architect. 
• Knowledge of infrastructure or systems domain - Compute, Network, Storage, Cloud. 
• In-depth understanding of infrastructure management and intelligent automation is preferred. 
• Excellent written and oral communication skills, analytical, self-motivated, and a quick on-the-job learning skills. 
• Effectively multitask between initiatives with minimal oversight and provide a positive customer service attitude.  

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business Growth, Business Objectives, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Loyalty, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning {+ 10 more}

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.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse 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.

#unitedkingdom#hpeocto, #hybridcloud

Job:

Services

Job Level:

Specialist

Hewlett Packard Enterprise is EEO F/M/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.