Customer Success Manager DACH (f/m/d)

Job Description

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Our new innovative IT services organization is HPE Pointnext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.

Scope, Impact and Responsibility

• Works on HPE large accounts with substantial GreenLake and service-based solutions engagements
• Spends a significant percentage of his/her time directly with the customer, and interfaces with all levels, including the highest, within the customer organization
• Builds effective business relationships between HPE and the customer in concert with the HPE Enterprise Account Executive.
• Understands the customer's market and IT strategies and acts as a trusted advisor to the client ́s management
• Typically identifies up- and cross-sell opportunities, qualifies complex deals, which may be international engagements, and drives these to closure together with sales
• Contributes to bid engagements and the engagement team
• Drives adoption and expansion of the GreenLake business within his/her account
• Owns the customer specific services P&L, including revenue and cost forecast. Is responsible for correct demand/supply management in GreenLake deals.
• Own and runs the business governance with the customer incl. regular joint business reviews
• Ensures overall service delivery excellence, managing all contractual commitments towards the client, maximizing customer satisfaction.
• Works on improving the financial performance of service contracts with the client, driving innovation by deploying HPE technology.
• Significantly contributes to the Account Business Plan (ABP) in conjunction with the customer and the HPE team assigned to the account

About you:

• You are holding a Master’s or Bachelor’s Degree or equivalent combination of education and experience
• You have 10+ years of leadership experience in Cloud-based solutions and platforms, IT-based managed services solutions (e.g. IaaS, PaaS, SaaS), outsourcing or equivalent
• You can demonstrate experience in managing large, cross-functional virtual teams within matrix organizations
• You have a history of heading the governance within large (international) IT engagements or service contracts as well as of leading successful IT and business transformations
• You are experienced in the discovery and development of large IT advisory, professional services, or IT operations opportunities, leading them to closure

Knowledge and Skills Required:

• Experience in working with complex, multi-divisional, multi-geographical customers
• Passion for technology and for being a part of a fast-growing XaaS business. Has expertise on IT and business context – platform & services concepts, IT processes and operations, new applications, typical budgets of the CIO's, typical objectives, measures, metrics, etc.
• Ability to communicate and interact with clients ́ executive and lead the advisory conversation to be recognized as a trusted advisor
• Knowledge in design, implementation, and running a multi-tier governance within complex client engagements, including issue and escalation management processes
• Background in budget management (revenue and cost) and taking appropriate action to improve operational margin and grow top-line
• Background in strategic account planning.
• Excellent analytical thinking ability to create structure in ambiguous situations and design effective processes
• Advanced leadership skills, including coaching, team-building, conflict resolution within cross-functional teams
• Excellent verbal and written communication skills, including advanced negotiation, presentation and influencing skills
• Superior business acumen to be able to deliver and communicate ROI for clients, throughout the customer lifecycle
• Superior interpersonal communication (written, verbal), listening, and presentation skills - able to communicate cross-functionally with senior-level executives
• Highly organized, able to track multiple concurrent tasks and activities simultaneously; first-hand Change Management and Business Process Mapping experience
• History of leading successful business transformations using cloud & related technologies is an advantage

KPIs

• ARR (Annual Recurring Revenue) growth %
• EGM % and EGM improvement %pts
• Order achievement % vs quota
• Service level % vs target
• Customer satisfaction/NPS

What we can offer you:

Extensive benefits, a competitive salary and shared values/ purpose, make Hewlett Packard Enterprise one of the world ́s most attractive employers. At HPE our goal is to provide equal opportunities, flexibility/ work-life balance, and constantly evolving career growth. Part-time work and/or job-sharing is also applicable to this position.

If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you. Continue the conversation by clicking apply now below, or directly via our Careers Portal at www.hpe.com/careers.

Join us and make your mark!

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

HPE ranked 1st in the Women's Career Index Germany for the fourth year in a row.

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