Global Customer Success Readiness Program Manager

Global Customer Success Readiness Program Manager

  

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

Job Description:

   

Job Description Summary:

Seeking a Global Customer Success Readiness Program Manager to drive Customer Success Business Requirements upfront as part of NSI with the Hybrid Cloud BU ensuring clear success metrics, well defined playbooks, working with the BU to achieve solution readiness from a customer point of view and in support of Customer Success Managers (CSM) in terms of activation, onboard, and adoption. This role will also focus on continuously improving and influencing NSI processes and related CS resources that ensure Customer Success Managers (CSM) and Geos are prepared to achieve exceptional value to existing GreenLake customers. The ideal candidate will bring strong BU NSI process knowledge, apply critical-thinking and prioritize for value realization, take initiative and demonstrate strong BU & cross-functional engagement as well as stakeholder collaboration, combine program management discipline with customer success expertise, skilled at scaling positive momentum and impact across multiple Geos, and effectively managing a closed-loop cycle of CS Business Requirements and Geo insights and clearly representing and progressing with the BU to achieve CS readiness

Responsibilities:

• Drive Customer Success Business Requirements upfront NSI with the Hybrid Cloud BU

• Be well-versed in Geo business performance. Understand key opportunities and inhibitors to achieving Customer Success Priorities and Business Requirements.

• Engage Geo's and advocate for closed-loop Geo feedback and cadence, In partnership CS Geos, Hybrid Cloud GTM, Hybrid Cloud BU

• Establish measurement framework and KPIs for readiness initiatives (e.g., time-to-first-value, time-to-value, activation, onboard & adoption rates, renewal/expansion impact.

• Track Geo activation, onboarding, adoption,  KPIs, advance via Management of Change (MoC).

• Ensure CS Practices Readiness for NSI/Offer sold under GreenLake motion (activation, onboard, adoption).

• Own change management: prepare teams for process changes, manage communications with CS Engagment Lead and CS Enablement Lead, and minimize disruption during transitions.

• Design and run readiness experiments and pilots to validate new processes

Education and Experience Required:

• BA or BS degree in Business, or Computer Science. Advanced University degree preferred.
• 8+ years of experience in services industry experience.
• Expertise and knowledge in NSI/BU Processes, Skilled Program Management, Product Marketing, Hybrid Cloud Solutions knowledge preferred.

Knowledge and Skills:

• Superior writing and presentation skills, NSI/BU process knowledge, financial accumen, cross-functional team management capabilities, Program Management.
• Consultative selling, business case development and solution positioning skills.
• Prior experience & knowledge of SFDC and Certinia, a plus.  
• Ability to interact with all levels of the company, including senior management, BU Teams, and global account teams.
• High levels of tact, diplomacy, and stakeholder engagement.

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Personal Initiative {+ 7 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.

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:

Expert

    

"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 92,600 - 213,500 in Texas
– Canada: Annual Salary CAD 114,300 - 164,300 in Ontario
The listed salary range reflects base salary. Variable incentives may also be offered.
L’échelle salariale prévue pour un nouvel embauché basé au Canada occupant ce poste est indiquée ci-desus. L'offre peut varier dans cette échelle en fonction de l'emplacement géographique, de l'expérience professionnelle, de et/ou du niveau des compétences. S'il s'agit d'un rôle de vente, l'échelle salariale indiquée reflète le salaire de base combiné à la rémunération des ventes ciblées. S'il s'agit d'un rôle non commercial, l'échelle salariale indiquée reflète uniquement le salaire de base. Des incitations variables peuvent également être proposées. "

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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.