Job title: HPE (Ezmeral) Technical Customer Success Manager
Company: Hewlett Packard Enterprise
Job description: HPE (Ezmeral) Technical Customer Success Manager
This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.
Job Description:
As a Customer Success Manager in a predominantly post-sales support and relationship management role, you will be responsible for the day-to-day management of top customer accounts. This includes working closely with technical support engineers, sales operations contacts, professional services teams, engineering and product management teams to understand and resolve customer issues.
As a champion of customer-centric solutions and outcomes in support of developing customer relationships that promote retention and loyalty. You will have a strong understanding of customers’ business and technical objectives and success criteria and the ability to identify and articulate supports achievement of meeting customers’ strategic goals.
Responsibilities
- Work with professional services, technical support and regional sales team to ensure smooth onboarding of new customers
- Regularly monitor customer health, and communicate results with regional sales team, support and renewals team
- Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders
- Represent the Support team and processes and ensure customer sees the value in the process while constantly providing feedback to process owners on customer perspective / overall support experience
- Champion timely resolution of support issues and production incidents
- Be the customer advocate on long-term product pain-points and steer inbound discussions
- Develop and implement scalable methods for communicating best practices to customers
- Identify at-risk accounts, and take appropriate action and/or escalate as needed
- Proactively manage remote services to new and existing customers including: upgrades, software installation and configuration, onboarding, and training
- Review client requests with technical support, product management and regional sales team and escalate as necessary
- Work closely with renewals teams to drive renewals and with sales teams to drive expansions
- Schedule and conduct regular reviews with customers and communicate results
- Own overall support relationship with assigned clients, which include: reviewing support issues, Increasing adoption, ensuring retention, and satisfaction.
- Manage customer escalations
- Play a key role in editing and publishing engineer created self-service content to our customer portal for self-service consumption.
- Manage support schedules and routing
Desired Skills and Experience
- BA/BS preferred or equivalent experience
- 5+ years of experience in a similar role as a Customer Success Manager, Helpdesk Manager, Support Engineer, Professional Services Consultant or Sales Engineer
- Working knowledge of distributed systems, SaaS and Cloud products
- Comfortable interfacing directly with complex, multi-divisional, multi-geographical clients, preferably at the director level
- Ability to understand high level technical aspects of the product, provide business and technical solutions to help customers optimize use of solution
- Competency with Salesforce and Customer Success Management platforms
- Ability to multi-task, problem solve, and work cross-functionally in a dynamic environment
- Excellent verbal and written communication skills
Job: Services
Job Level: Master
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.
Expected salary:
Location: Hyderabad, Telangana
Job date: Mon, 14 Nov 2022 06:37:54 GMT
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