Job Description

Role and Responsibilities

Now more than ever, corporations need to move faster and adapt quickly to change. HPE GreenLake brings the cloud experience to apps and data everywhere, enabling customers to adopt transformative technology faster and simplify their operations. HPE GreenLake delivers public cloud services and infrastructure as-a-service for your workloads – on premises, fully managed in a pay-per-use model at the edge, in colocations, and in your data center. With HPE GreenLake, corporations will be able to transform their cloud-native and non-cloud native applications, create essential data and speed insights for teams to use effectively, and free up their staff to better address other business needs.

As an HPE GreenLake Customer Success Manager (CSM), you will be responsible for developing and maintaining strategic partnerships with customers, understanding their people and business goals, and partnering with them throughout their GreenLake journey. You will be accountable for the strategic leadership, engagement profitability and delivery excellence of your assigned accounts. As a trusted advisor, you will drive proper onboarding and activation efforts, discuss optimal utilization consumption use cases, identify expansion opportunities and ensure profitability throughout the entire offering contract term.

Primary roles and responsibilities are:

• Presale, Commit, Close stage
  • Understand the customer’s needs and designed solution
• Activation stage
  • Lead quality of activation and solution onboarding as well as alignment to customer expectations
• Consumption stage
  • Provide thought leadership & partnership to customer on workload migration (including but not limited to GreenLake) by understanding their business / strategic goals
  • Optimize utilization and adoption of deployed capacity and ensure identified workloads are migrated in a timely and smooth manner
  • Drive / ensure customer health and satisfaction across various customer stakeholders
  • Drive customer understanding of technology by defining and executing a Customer Training Plan
  • Management and oversight of GL account P&L with internal report outs
  • Provide customer intelligence to key internal teams (e.g. Sales, Delivery) and participate in account planning process
• Growth & Optimization stage
  • Create customer awareness of other HPE GreenLake solutions and identify potential Customer References opportunities
  • Drive expansion opportunities and CO oversight. Involve the respective GreenLake Sales Team for pricing and terms negotiations
• Ongoing Refresh Management stage
  • Manage customer contract lifecycle (End of Term, Refresh, etc..) In addition, you will be responsible for achieving engagement gross margin targets and overall customer satisfaction Your success as an HPE GreenLake Customer Success Manager will be measured on the following criteria:
• Leading Indicators
  • Deployed Capacity Utilization Rate
  • Utilization Ramp Up Rate
  • Capacity Expansion Rate
  • Expansion / Cross-sell opportunities identified
  • Referenceable Customers
• Lagging Indicators
  • ARR Retention Rate
  • NPS / CSAT Scores
  • GreenLake Account Margin

Qualifications and Education Requirements

• 10+ years of minimum experience in Cloud-based solutions and platforms, IT-based Managed Services solutions (e.g. IaaS, PaaS, SaaS) or equivalent
• 10+ years in a Customer Success/Client Management role or similar customer-facing function
• Well versed on On-premise and Cloud services (Datacenter, Azure, AWS, GCP)
• 10+ years of experience in two or more of the following technology workloads or disciplines:
  • SAN HANA & Database Platforms
  • Virtual Machines and Containers
  • Machine Learning and Big Data
  • Data Backup and Data Protection
  • High Performance Compute
  • Storage and Data Management
  • Networking (Edge, Datacenter, IoT)
  • VDI (Virtual Desktop Infrastructure)
  • Data Governance, Compliance and Management
• Proven track record of building strong customer relationships at all levels of (C-level, VP, Directors, CTOs, etc..)
• Demonstrated success managing large, complex projects as well as matrix organizations
• Established leadership experience and ability to lead others to consensus
• Strong ability to understand and translate business goals into actionable and measurable initiatives
• Excellent written and verbal communication skills in emails, phone calls, presentations and internal meetings
• Proven ability to present complex ideas in an accessible and engaging way

We offer:

• A competitive salary and extensive social benefits
• Diverse and dynamic work environment
• Work-life balance and support for career development
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