Customer Success Manager, Hewlett Packard Enterprise

Hewlett Packard Enterprise

Location:
Mexico, Guadalajara

Category:
IT - Software Development

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The Customer Success Manager (CSM) is on a mission to guide customers through HPE's digital transformation journey and maximize as-a-service offerings, supporting customer outcomes and driving revenue growth. The role includes onboarding, operational management, and customer advocacy.

Job Responsibility:

Develops trusted customer relationship demonstrating executive presence
Evaluates and analyses customer needs
Builds trust and transparency with customers, promoting customer loyalty
Partners with account team to support business development efforts
Responsible for navigating the customer’s onboarding journey including: Identifying Team Members Necessary to Deliver Services Purchased, Responsible for Internal Kick Off Meetings with Sales and Partner, Sending Welcome Letter, Hosting a series of Services and Security Workshops working with the Transition Manager to complete the Operations Handbook, Verifies necessary deliverables have been completed
Coordinate initial setup of Internal Systems like Totango, Central, NaaS Experience Platform (NXP), and Networking Support Portal (NSP)
Guide Partner and/or Customer through Onboarding process for NXP, NSP (Networking Support Portal), Aruba Central, UXI Dashboard, Edge Connect Orchestrator, Etc.
Work with Aruba NOC (Network Operations Center) and Customer to install Remote Device Access (RDA) and Collectors as applicable
Coordinates Low Level Design (LLD) Review and Knowledge Transfer with the Aruba NOC team
Works with NaaS Ops team to facilitate monthly billing
Facilitates Change Orders and Order Forms
Participates in operational reviews
Host Monthly meetings and QBRs
Obtaining customer feedback through meetings and periodic CSAT and NPS surveys
Identifies and Tracks Continuous Service Improvement (CSI) activities.

Requirements:

Bachelor's or Master's degree preferred
Typically 4 - 6 years experience in a customer facing support role
Good communication skills
Project management experience
Knowledge of ITIL and ITSM processes
Good presentation skills
Able to communicate to VP and C-level Management
Knowledge in Networking products
Advanced English

What we offer:

Health & Wellbeing benefits
Career development programs
Flexible working arrangements
Inclusive workplace

Additional Information:

Job Posted:
April 30, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Success Manager