Customer Success Architect

Job Description:

Job Family Definition:

The Customer Success Architect (CSA) plays a critical role in the customer's digital transformation journey. The CSA is a key member of HPE's account team and serves as a direct point of contact, understanding client business objectives, project priorities, and desired outcomes. With this insight, they align the service adoption journey to best suit the client's needs and optimize their experience with HPE.
A primary function of the CSA is to help clients make the most of HPE's solutions, ensuring they achieve the desired results and realize the maximum return on their investment. Their involvement continues throughout the client's engagement with HPE, from onboarding through to solution adoption. This involves ensuring consistent and meaningful engagement, optimizing usage, and aiming for revenue growth, account expansion, and sustained customer loyalty.
CSAs are directly responsible for driving usage growth and the upsell sales motion within their designated accounts. Partnering closely with Sales Specialists, they harness their specialized knowledge to identify and nurture new sales pipeline within their accounts. This responsibility comes with an ownership of a quota, emphasizing the significance of maximizing the customer adoption.
The CSA continuously promotes the value of HPE's as-a-service offerings to meet client business objectives. CSA's post-sales activities are focused on maintaining and deepening relationships, accelerating consumption and utilization of existing services, identifying opportunities to introduce additional HPE solutions, and consistently delivering tangible business value with a high standard of customer service. The CSA is dedicated to client success, ensuring they benefit from our solutions while also providing feedback and insights to our internal teams for continuous improvement.
The CSA is customer facing and may regularly be present onsite on customer premise.

Management Level Definition:

Unique mastery and recognized authority on relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the organization's long-term goals and objectives. May participate in cross-division, multi-function teams. Provides mentoring and guidance to lower level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and sets functional policy and direction. Acts as a functional manager within area of expertise but does not manage other employees as a primary job function.

Responsibilities:

• Take ownership of a select group of the company's most strategic customer accounts.
• Cultivate strong, executive-level relationships within the customer's organization, including engagement with C-suite and key stakeholders.
• Successfully onboard customers and help them define and achieve their adoption success criteria.
• Acts as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.
• Develop and maintain a Customer Success Plan for assigned accounts, outlining the customer business goals, desired outcomes, and timelines to ensure customers receive consistent experience throughout the entire customer journey.
• Serves as a point of escalation for complex customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure swift and effective resolution.
• Serve as a trusted advisor for the customer on HPE's aaS offerings and partners with Advisory and Professional Services, as well as Managed Services to accelerate adoption and drive increased utilization of existing services.
• Advocate for innovation and early adoption of cloud technologies
• Capture the capabilities of HPE’s offerings and identify gaps as related to customer use cases through a closed loop process for each step of the engagement life cycle.
• Drives upsell sales motion in the assigned account base, identifying and closing new expansion opportunities.
• Identify Cross-Sell opportunities and collaborate with Sales Specialists to pursue opportunities.
• Provide strategic guidance and mentorship to customer success architects and teams, helping them navigate complex customer relationships and challenging scenarios.

Education and Experience Required:

• University or bachelor’s degree or equivalent combination of education and experience; advanced University or MBA preferred.
• CCSM (Certified Customer Service Manager) - Level 5 certification preferred.
• HPE GreenLake ATP and ASE certification preferred.
• Holds a cloud foundation certification or higher (e.g., AWS Cloud Practitioner, Google Cloud Associate, Microsoft Azure Fundamentals)
• ITIL v4 Foundation certification or higher desirable
• Agile and/or DevOPs certification desirable
• Considered a trusted advisor externally and mentor of customer success management internally.
• Viewed as expert in given field by company and customer.
• Proven experience in customer success management, managing strategic customer accounts, developing customer success plans, and achieving customer success objectives.
• Demonstrated customer leadership skills, including experience in orchestrating the associated account teams.
• A natural relationship builder, capable of earning respect both inside and outside the company.
• Typically, 8-10 years of directly related work experience.

Knowledge & Skills:

• A deep understanding of the technology industry, including emerging trends, market dynamics, competitive landscape, and the specific challenges and opportunities within the tech sector.
• Comprehensive knowledge of the company's products and services, including their features, capabilities, and how they address customer needs.
• Mastery of the product roadmap and future developments.
• In-depth knowledge of customer industries, market segments, and specific customer pain points, objectives, and regulatory requirements.
• An understanding of the unique challenges faced by customers in the tech industry.
• Mastery of customer success methodologies, frameworks, and best practices, with the ability to adapt and innovate based on the evolving needs of customers and the industry.
• Proficiency in financial metrics related to customer success, including customer lifetime value (CLV), churn rates, and the impact of customer success on revenue growth.
• Advanced strategic thinking skills to develop and execute comprehensive customer success strategies that align with the company's business objectives and contribute to long-term growth.
• The ability to see the big picture and anticipate future customer needs.
• Strong leadership skills to lead and inspire customer success teams, provide guidance, mentorship, and development opportunities to team members.
• The ability to manage and motivate cross-functional teams.
• Proven ability to establish, nurture, and maintain relationships with high-level executives within customer organizations, including C-suite executives.
• The capacity to communicate the strategic value of the company's solutions to key stakeholders.
• Effective collaboration with various departments, such as sales, product development, technical support, and marketing, to ensure alignment between customer success efforts and the overall business strategy.
• The ability to navigate and lead through organizational changes, including restructuring customer success operations or processes, and effectively manage change while maintaining a focus on customer success.
• Comprehensive knowledge of HPE's GreenLake offering, Advisory and Professional services and Managed Services.
• Detailed Understanding of Public Cloud Architecture and Operations principles.
• Understanding of ITIL/ITSM.
• Understanding of Agile and DevOps concepts and methods.

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:

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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.

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