HPE GreenLake Customer Success Manager

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.

At the core of HPE’s consumption based solutions strategy is the HPE Greenlake service portfolio.

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.

Your responsibilities:

• Presale 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
• Expansion 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 negotiation
• 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 Customer
• Lagging Indicators
  • ARR Retention Rate
  • NPS / CSAT Scores
  • GreenLake Account Margin

Your background and skills:

• 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
• Fluent in English and local language
• Bachelor 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

Travel required – 20% or more

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.

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.

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