Customer Success Manager - CSM

Customer Success Manager - CSM This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. Job Description: Job Family Definition: The Customer Success Architect (CSA) plays a critical role in the customer's digital transformation journey. The CSA is a key member of HPE's account team and serves as a direct point of contact, understanding client business objectives, project priorities, and desired outcomes. With this insight, they align the service adoption journey to best suit the client's needs and optimize their experience with HPE. A primary function of the CSA is to help clients make the most of HPE's solutions, ensuring they achieve the desired results and realize the maximum return on their investment. Their involvement continues throughout the client's engagement with HPE, from onboarding through to solution adoption. This involves ensuring consistent and meaningful engagement, optimizing usage, and aiming for revenue growth, account expansion, and sustained customer loyalty. CSAs are directly responsible for driving usage growth and the upsell sales motion within their designated accounts. Partnering closely with Sales Specialists, they harness their specialized knowledge to identify and nurture new sales pipeline within their accounts. The CSA is responsible for the end-to-end customer experience during the contract renewal and refresh processes with the aim of maximizing customer lifetime value. This responsibility comes with an ownership of a quota, emphasizing the significance of maximizing the customer adoption. The CSA continuously promotes the value of HPE's portfolio offerings to meet client business objectives. CSA's post-sales activities are focused on maintaining and deepening relationships, accelerating consumption and utilization of existing services, identifying opportunities to introduce additional HPE solutions, and consistently delivering tangible business value with a high standard of customer service. The CSA is dedicated to client success, advocating for the customer, ensuring they benefit from our solutions while also providing feedback and insights to our internal teams for continuous improvement. The CSA is customer facing and may regularly be present onsite on customer premise. Responsibilities: • Takes ownership of a select group of strategic customer accounts. • Cultivates strong senior-level relationships within the customer's organization, including engagement with key stakeholders. • Successfully onboards and helps customers define and achieve their adoption success criteria. • Acts as a primary advocate for the customer, ensuring their needs and objectives and desired outcomes are understood, prioritized, and realized. • Develops and maintains a Customer Success Plan for the assigned accounts outlining the customer business goals, desired outcomes and timelines and ensures customers are receiving consistent experience throughout the entire customer journey. • Mitigate risks and potential escalation for complex customer is