GreenLake Customer Success Manager

Job Description

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 datacenter. 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.

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. Does this sound like you?

Primary roles and responsibilities include:

• Presale, Commit, Close Stage – Understand the customer’s needs and designed solution
• Activation stage – Lead the quality of activation and solution onboarding as well as alignment to customer expectations
• Consumption Stage – Provide thought leadership and partnership to customer on workload migration 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.

Qualifications and Education Requirements include:

• 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
• Exceptional organizational, analytical, and detail-oriented thinking skills.
• Trustworthy co-worker and team player, with a strong passion for exceeding customer expectations
• Excellent problem solving, conflict resolution and program management skills, with a focus on translating business requirements into technological solutions
• Proven track record in leading large, virtual teams, influential, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks.
• Fluent in English
• Bachelor’s degree in a management, technical or engineering field or relevant study required

Preferred Skills

• 10+ years of experience in 4 or more of the technology workloads aforementioned
• 10+ years in a Customer Success/Client Management role or similar customer-facing function
• Master’s degree in a management, technical or engineering field or relevant study required
• Additional Notes

Travel required – 20% or more

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.

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