Customer Success Specialist guiding new customers through onboarding and building relationships. Focused on client engagement and retention in the property industry.
About the role
- Customer Success Manager engaging clients on their digital transformation journey with HPE solutions, ensuring optimal service adoption and customer satisfaction throughout their journey.
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.
Requirements
- 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, 4-7 years of direct, related work experience.
- 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.
- Fluency in French and English.
Benefits
- 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 title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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