Customer Success Architect

Customer Success Architect

This role has been designated as 'Remote/Teleworker', which means you will primarily work from home.

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:

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. 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 as-a-service 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, 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:

• Take ownership of a portfolio of customer accounts.
• Cultivate strong relationships within the customer's organization, including engagement with key stakeholders.
• Successfully onboard customers and help them define and achieve their adoption success criteria.
• Acts as primary advocate for the customer, ensuring their needs, objectives, and desired outcomes are understood and prioritized.
• Develop and maintain a Customer Success Plan for assigned accounts; outlining customer goals, desired outcomes, and timelines to ensure customers receive consistent experience throughout the customer's entire journey.
• Serve as a point of contact for customer issues, coordinating with various internal teams, including technical support, product management, and engineering, to ensure swift and effective resolution.
• Capture HPE's capabilities through offerings and identify gaps related to customer use cases through a closed loop process at each step of the engagement life cycle.
• Drives upsell sales motion in the assigned account base, identifying and closing new expansion opportunities.
• Create a pipeline in collaboration with Sales Specialists.

Education and Experience Required:

• University or bachelor's degree or equivalent combination of education and experience.
• CCSM (Certified Customer Service Manager) - Level 3 or higher certification preferred.
• HPE GreenLake ATP certified preferred.
• Prior years of experience in customer success management, managing customer accounts, developing customer success plans, and achieving customer success objectives
• Experience in project/program management preferred.
• Experience in cloud operating models preferred.
• A natural relationship builder, capable of earning respect both inside and outside.
• Typically, 2-5 years of direct, related work experience.

Knowledge & Skills:

• Understanding of the technology industry, including trends, market dynamics, emerging technologies, cloud computing and competitive landscape.
• A deep understanding of the company's products and services, including their features, capabilities, and how they address customer needs.
• Be able to communicate the value proposition effectively.
• Understanding of customer personas, industries served, market segments, and specific customer pain points and objectives.
• Understand industry-specific regulations and challenges that may impact customers.
• Experience in customer success methodologies, frameworks, and best practices.
• Keep up to date with evolving strategies and industry standards to continuously improve customer success programs.
• Knowledge of financial metrics related to customer success, including customer lifetime value (CLV), churn rates, and the impact of customer success on revenue growth.
• Awareness of Public Cloud Architecture and Operations principles.
• Understanding of ITIL/ITSM.
• Understanding of Agile and DevOps concepts and methods.

Additional Skills:

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have - whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

#unitedstates

Job:
Sales
Job Level:
Specialist

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at .html.

USD Annual Salary: $99,500.00 - $234,000.00

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.