Principal Customer Success Manager

Principal Customer Success Manager

This role has been designated as ‘Remote/Teleworker’, which means you will primarily work from home.

Job Description:

The Principal Customer Success Manager (CSM) plays a critical role in the customer's digital transformation journey. The CSM 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 CSM 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.

CSMs 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 CSM continuously promotes the value of HPE's as-a-service offerings to meet client business objectives. CSM'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 CSM 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 CSM is customer facing and may regularly be present on customer site.

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.
• Successfully onboard customers and help them define and achieve their adoption success criteria.
• 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.
• Acts as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.
• Serve as a trusted advisor for the customer on HPE’s aaS offerings and being hyper-focused on driving consumed cloud revenue for the company
• Engage with a business-led outcome focused mindset in amplifying value of our offerings
• Help customers unlock the full potential of their aaS solutions by collaborating with internal teams within HPE to accelerate customer’s adoption and drive increased utilization of existing services.
• Advocate for innovation and early adoption of cloud technologies
• Cultivate strong, executive-level relationships within the customer's organization, including engagement with C-suite and key stakeholders.
• Drives upsell sales motion in the assigned account base, identifying and closing new expansion opportunities.
• Identify Cross-Sell (New Solutions) opportunities and collaborate with Sales Specialists to drive account growth and lifetime value.
• 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
• Partner with HPE’s product management & engineering to develop solutions based on customer insights, as well as personal experience that guide aaS adoption & overall edge to cloud strategy
• Contribute internally within HPE, share knowledge and best practices with team members, contribute to internal projects and initiatives.
• Provide strategic guidance and mentorship to customer success managers and teams, helping them navigate complex customer relationships and challenging scenarios
• Ensure customers are receiving consistent experience throughout the lifecycle of doing business with HPE

Education and Experience:

• 5+ years in directly related work experience, client management, technical account management, professional services, and/or presales technical consultant preferably within an enterprise cloud environment (Cloud Hybrid Datacenters, Azure, AWS, or GCP highly preferred)
• 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.
• Ability to develop and execute a success plan jointly with customers to deliver faster time to adoption and value of the offerings
• Empathetic, great communication skills, analytical and problem-solving mindset
• A natural relationship builder, capable of earning respect both inside and outside the company.
• Proven ability to present complex ideas in an accessible and engaging way that turns into actionable measurable plans or initiatives
• Ability to work in a team and demonstrate “we” instead of “me”, with a strong passion for exceeding customer expectations 
• Able to demonstrate strong business acumen and technical aptitude, and ability to diagnose business challenges into actionable, measurable plans or initiatives 
• Demonstrated success managing large, complex projects as well as matrix organizations
• CCSM (Certified Customer Success Manager ) Level 1-5 - 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) - preferred
• ITIL v4 Foundation certification or higher desirable
• University or bachelor’s degree or equivalent combination of education and 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, NRR 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, OS Services offering, Advisory and Professional services and Managed Services.
• Understanding of Public Cloud Architecture and Operations principles.
• Understanding of ITIL/ITSM.

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.

#unitedstates#sales

Job:

Sales

Job Level:

Master

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $155,500.00 - $365,000.00

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. .