Customer Success Manager

Customer Success Manager

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Job Description:

   

We are seeking a Customer Success Manager to support our office in Denver, Colorado.

The Customer Success Manager (CSM) is a designated advocate within HPE Networking for post-sale account support coordination.  The CSM works closely with the customer and multiple organizations within HPE Networking to ensure effective implementation of HPE Networking Customer Support.  The CSM is closely involved in critical customer issues and partners with other HPE Networking organizations to prioritize and manage customer escalations.  The CSM leads regularly scheduled conference calls to discuss the status of all open cases and updates on customer network plans.  Additionally, quarterly meetings may be scheduled to review overall performance and progress.  The CSM has a solid technical understanding of how the customer uses HPE Networking products and applies it to communicate effectively with the customer and drive issues within HPE Networking. The CSM functions as a key member of the customer account team and as a trusted advisor to the customer.

                                                                                    

Job Requirements

• 5-7 years of experience working with large, complex, IP-based Service Provider networks. 
• Solid technical understanding of the following areas: OSPF, BGP, MPLS, Multicast, QoS, SONET, DOCSIS, and network management. 
• Must have a passion for the Internet and the emerging technologies related to it.  (Experience with Web Services and Cloud Providers is a plus.)
• Must be proficient with Microsoft Office and have strong data analysis and presentation skills. 
• Must have strong communication, interpersonal, and leadership skills, and a demonstrated history of high-level achievement in cross-functional organizations. 
• Must be able to adjust communication according to audience.
• Periodic onsite travel to customer sites is required.
• Daily onsite attendance at the customer office in Denver, Colorado, is required.

Specific Job Functions:

• Monitor, manage, and audit case progress.
• Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status.
• Conduct Quarterly Operations Reviews in conjunction with the account team to review HPE Networking products and support performance.
• Manage the customer's hardware install base data to ensure that hardware support entitlement is documented correctly.
• Prepare and deliver postmortem and root cause analysis reports on both technical and process issues.
• Perform trend analysis on customer-raised and internally identified issues and drive other organizations to develop a problem resolution.
• Provide high-level software upgrade guidance based on software field experience and the release schedule.
• Manage non-technical escalations.
• Document and maintain customer information and educate other internal HPE Networking resources on the supported customer(s).
• Coordinate support efforts among multiple organizations.

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:

Specialist

    

"The expected salary/wage range for this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level.
– United States of America: Annual Salary USD 88,600 - 168,800 in Colorado
The listed salary range reflects base salary. Variable incentives may also be offered."

Information about employee benefits offered in the US can be found at https://myhperewards.com/main/new-hire-enrollment.html

The estimated job application period closure is December 31 2027; this timeline is provided for transparency and internal planning purposes.

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.

   

Recruitment Fraud Alert

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All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.