Job Description
Customer Success Manager (CSM) is a key value to Customer is as a management partner with the Customer and an integral part and extension of the Customer's IT management structure. Partners with the Customer to utilize industry best practices (ITIL/ITSM) to ensure that the team works with the Customer's IT service management team to help ensure that all other members of the Aruba/HPE service delivery team are fully knowledgeable about the Customer's critical IT services and business objectives. Promotes customer satisfaction within team, prevents customer dissatisfaction issues from occurring, and follows up on any satisfaction issues that arise. Builds positive working relationships with all members of the ARUBA/HPE team. Leverages experience and knowledge through information sharing. Responsible for the overall delivery of the Service to all assigned accounts. The CSM is the Customer's single IT management focal point for all service-related issues, technical escalations, and is the customer's remote service advocate within ARUBA/HPE. Effective at establishing overall goals, developing outcome focused CSP (Customer Success Plans), and action plans to achieve results, has a keen sense of what, when and how to communicate information to management and peers and the actions taken and possible solutions. Provides direction and leadership to the support team and peers based upon organization vision and strategic direction. Strives to make continuous improvements to key processes, seeks to meet business objectives while contributing to the overall success of the department/organization. Holds people accountable to meet organization goals, meets goals set for Performance Management Initiative, motivates, and recognizes individuals within team. Responsibilities also include resource and business management to annual plan of record and, in conjunction with, Aruba/HPE, Global Solution Center, Onsite Delivery, and direct line organization, ensures Customer Satisfaction with support/services delivered by ARUBA/HPE Services. Acts as Escalation Manager - handles all team escalations. The CSM is responsible for communicating and coordinating with the Customer during the engineering referral process. The CSM is further responsible for keeping the Customer aware of all activities, milestones, and decisions necessary for their covered IT environment and solution resolution. During an engineering elevation, responsible through the problem resolution process, and culminates when the Customer's situation is resolved. Responsible for all service-related issues, if necessary, during outage situations, the CSM will coordinate and manage the Action Plan for the ARUBA/HPE activities, service event management, process flows and administration. Ensures that the support Service is delivered in conformance to the declared deliverables, management of scope of services, responsible for service procedures, coordinates closely with internal ARUBA/HPE organizations (field delivery and engineering organizations as necessary). Responsible for and conducts the Quarterly Service Review with Customers. Responsible for statistical analysis and trending in conjunction with the proactive services and Quarterly or Monthly Service Review.
