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Service Delivery Customer Success Manager

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Hewlett Packard Enterprise

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IT - Administration

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Salary:

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Job Description:

As a Service Delivery/Customer Success Manager you will be the single point of contact for all service-related matters, managing overall health of assigned customer accounts in LATAM region, acting as a key member of the account while acting as a trusted advisor to the customer. Responsible for developing and maintaining a strong trusted relationship with their assigned customer(s) and delivering a positive overall service experience from the Company. Maximizes the value of the company’s offerings and portfolio and guides customers to succeed in achieving their business objectives and outcomes.

Job Responsibility:

  • Customer onboarding
  • Manage the customer experience with recurring meetings to supervise related activities and outcomes
  • Engages and manages the post-sales relationship with the customers
  • Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives
  • Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process
  • Incident and escalation management, provides remote operational support and remediation
  • Responsible for incident ownership, managing all high and critical incidents
  • Logistics support on RMAs
  • Installed base management and entitlement, escalation/remediation
  • E2E coordination with internal areas and stakeholders such as global technical support center, global customer care, global logistics, engineering and product departments
  • Prepare and conduct monthly and quarterly business reviews with end customer and internal stakeholders
  • Extract, handle and analyze information and data related to the main indicators of the support and after-sales process, building reports to be presented to different audiences at operational and executive level
  • Analyze trends for further discussion, define actions to address issues & concerns
  • Support business partners and resellers on post-sales activities
  • Develop, communicate and update account strategies with the sales account team, customer service team & the customer
  • Ensure customer satisfaction through appropriate setting of customer expectations and high quality and timely service delivery

Requirements:

  • Bachelor’s degree in Engineering, Computer Science or equivalent
  • 5 - 7 years of relevant work experience in Service Delivery / Services Management / Services Account management / Service Assurance
  • Service mindset and proactive attitude
  • Ideally leading large technical account activity for a Service Provider or large Enterprise customer
  • Has proven background in managing complex customers and a clear ability to understand how to prioritize, while considering both customer and the company business requirements
  • Experience in a service delivery and business model with active partner participation in the end-to-end chain
  • Applies knowledge/skills through handling complex problems and/or coordinating work which may extend beyond own area of expertise
  • Demonstrated ownership and management of service and support escalations and remediation planning
  • Proven communication skills (written and oral) and capable to communicate with multiple levels within customer environment
  • Excellent customer management and relationship capabilities
  • Ability to speak and write in English and Spanish fluently (Portuguese is a plus)
  • Some background in IP-based networks or Software technologies (Core & edge routing, Switching, Data Center, campus switching/Networking, Internet Security, Network management)
  • Proficient with Microsoft Office
  • Strong data analysis capabilities
  • Executive engagement and communications
  • Experience leading a cross-functional team
  • Holds self-accountable for complying with policies, procedures and work requirements
  • Customer service and support
  • Strong communication and presentation skills
  • Experience applying Customer Success concepts and methodologies is a plus

Nice to have:

  • Portuguese is a plus
  • Experience applying Customer Success concepts and methodologies is a plus
What we offer:
  • Health & Wellbeing
  • Personal & Professional Development
  • Unconditional Inclusion

Additional Information:

Job Posted:
March 04, 2026

Work Type:
Remote work
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