Digital Customer Success Manager

Digital Customer Success ManagerThis role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Job Description:

Job Family Definition:

Renewal Sales Account Manager works within assigned customer accounts (direct and indirect through channel partners) or assigned partner accounts to manage, renew, and convert IT support services contracts to tailor expanded and new services to support customer and HPE business objectives. Uses a proactive account approach to provide expertise, promote confidence in HPE’s value, defend HPE’s installed base business against competition, and generate new sales opportunities. Builds pipeline and drives renewal opportunities within existing accounts to close to deliver targets and increase HPE’s share of wallet. Collaborates actively with other specialists, account managers, services delivery, and channel partners. These jobs focus on renewing customer service contracts, typically through a mixture of work occurring outside HPE offices and inside.

Management Level Definition

Applies intermediate-level subject matter expertise in customer success, hybrid cloud, consumption-based services, and account management to address customer needs and business challenges. Works independently within established guidelines to manage customer relationships, drive adoption, improve utilization, and identify growth opportunities. Exercises sound judgment in customer engagement, retention planning, and expansion strategies while collaborating with internal stakeholders to ensure successful customer outcomes.

Key Responsibilities

• Own and manage the post-sales relationship for an assigned portfolio of GreenLake customers, primarily mid-sized accounts.
• Develop trusted advisor relationships with customer stakeholders, including IT leaders, operations teams, and business decision-makers.
• Drive customer adoption and utilization of GreenLake services by ensuring customers fully consume and leverage their contracted capacity and solutions.
• Conduct regular customer business reviews, success reviews, and executive briefings to demonstrate delivered business value and identify improvement opportunities.
• Monitor customer health, consumption trends, adoption metrics, service performance, and satisfaction indicators to proactively address risks and maximize value realization.
• Develop and execute customer success plans focused on achieving customer business objectives and desired outcomes.
• Identify, qualify, and facilitate upsell, cross-sell, and expansion opportunities across GreenLake services, managed services, hybrid cloud, and related solution portfolios.
• Partner closely with Account Managers to support account growth strategies, renewal planning, and increased share of wallet.
• Drive customer retention and renewal success through proactive engagement, value realization discussions, and long-term relationship management.
• Collaborate with service delivery teams, support organizations, and solution specialists to resolve customer issues and improve customer experience.
• Provide customer insights, utilization trends, and growth opportunities to internal stakeholders to support business planning and forecasting.
• Promote adoption of new GreenLake capabilities, services, and innovations that enhance customer outcomes and platform value.
• Maintain accurate account plans, customer success plans, consumption forecasts, renewal opportunities, and expansion pipelines.
• Act as the customer's advocate within HPE, ensuring alignment between customer objectives and delivered services.
  

Education & Experience:

• University or bachelor’s degree preferred, or equivalent experience. A master's degree is desired.
• 2-4 years of relevant work experience or equivalent.

Knowledge & Skills:

• Good relationship management, customer understanding, and escalation management expertise.
• Good account and opportunity planning and development skills for standard accounts.
• Good support services and renewal management knowledge (portfolio, processes, data analysis, and tools).
• Basic knowledge of the company’s other offerings, strategic initiatives, partner and competitor products, and strategies within the assigned solution set.
• Good sales attitude and basic experience.
• Basic renewal proposal and presentation experience for standard renewals.
• Basic business and financial acumen.
• Very good written and verbal communication and presentation skills, including solid meeting preparation and leadership (both telephone and face-to-face).

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

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Job:

Sales

Job Level:

Intermediate

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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