Customer Success Associate

Customer Success Associate

  

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Job Description:

   

Who We Are:

In the HPE Hybrid Cloud, we lead the innovation agenda and technology roadmap for all of HPE. This includes managing the design, development, and product portfolio of our next-generation cloud platform, Green Lake. Working with customers, we help them reimagine their information technology needs to deliver a simple, consumable solution that helps them drive their business results. Join us redefine what’s next for you.

What You'll Do

We are seeking a Customer Success Manager (CSM) for OpsRamp (Part of the HPE Hybrid Cloud Business unit).  OpsRamp is modern IT Operations Management (ITOM) platform that helps enterprises and service providers manage hybrid cloud infrastructure at scale.

This position is a critical role within the Customer Success Team, where your goal is to ensure the success of our customers. As a Customer Success Associate you will be managing a group or region of our assigned clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. 

Partner with our clients to deliver predictable outcomes and experiences for their clients and predictable growth for their business by:

• Taking responsibility for your customer portfolio, customer satisfaction and success, retention & avoiding churn, securing renewals, growth and scaling of customer programs.
• Being accountable for renewal and Upsell/Cross sell customer quota.
• Strategic account planning of customer portfolio. Stakeholder mapping, opening up, and identifying opportunities for expansion outside of the current program.
• Delivering and communicating ROI for our clients, throughout the customer lifecycle.
• Be ready to take on additional initiatives and responsibilities as they emerge. Do everything you can to help the company achieve its larger objectives.
• Work alongside the Customer Success Solution Architects (CSA) to maximize adoption and business value of the OpsRamp platform into customer enterprise environments. You’ll be required to travel to client sites, as needed.
• Create customer deliverables (QBR presentations, e2e demos, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to application end users.
• Build relationships with key stakeholders in the customer’s organization to enable a great customer experience and capture any concerns from a commercial perspective.
• Coordinate and align all workstreams across Shared Services, Education, Support, and active engagements, ensuring internal and external stakeholders are updated on progress. Collaborate with cross-functional teams such as Billing, Product Management, and Engineering to manage touchpoints and streamline communication.
• Own the business relationship for a portfolio of accounts, working closely with the account team (Customer Success Manager, Regional Sales Director Sales team, Renewal Sales team, and Customer Solutions Architect) to define and execute account strategies. Act as the voice of the customer, partnering with management, sales, marketing, technical, and product teams to enhance the OpsRamp product and processes.
• Represent OpsRamp as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities.

What you need to bring:

• Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.
• Have at least 8+ years of experience and proven success in one or more of the following: Customer success (Enterprise SaaS) , Service delivery, Pre-Sales, Solution Architecture, consulting (Enterprise B2B SaaS preferred).
• Build strong, strategic relationships with customers through exceptional communication, presentation, and influencing skills.
• Leverage technical expertise in IT Operations Management (ITOM) to drive business outcomes and value realization for customers.
• Drive customer retention, expansion, and growth opportunities in conjuction with Account Sales
• Manage and grow customer relationships within enterprise and matrix organizations, aligning technical solutions with business goals.
• Help customers navigate business transformation and adopt innovative strategies for success.
• Drive NPS and customer satisfaction in your territory of assigned accounts.
• Demonstrate strong business acumen and a proactive approach to identifying growth opportunities.
• Balance technical problem-solving with a focus on business impact and results.
• Excel in time management, effectively juggling multiple priorities and navigating ambiguous situations while delivering high-quality outcomes
• Bring a passion for technology, attention to detail, and the ability to adapt and learn on the go.
• Thrive in a collaborative team environment and foster a positive, growth-focused workplace culture.

Knowledge and Skills:

• 8+ years of proven experience in Customer Success, Service Delivery, Pre-Sales, Solution Architecture, or Consulting, ideally within B2B Enterprise SaaS , with a demonstrated focus on Account Management, Customer Growth, and achieving revenue targets.
• Strong technical knowledge in infrastructure domains, including Compute, Network, Storage, and Cloud technologies with understanding of infrastructure management and experience with intelligent automation platforms and tools is highly desirable.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

Job:

Services

Job Level:

Expert

    

    

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.

   

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