Service Delivery/Customer Success Manager

  

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:

   

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.

This position reports to Latam Service Delivery Manager, while collaborating with various internal organizations to deliver a stellar customer experience by ensuring customers attain outcomes with sold products/services. 

Responsibilities

Working with a team of professionals to own customer engagement and experience with a focus on success, you will work on:

Customer onboardingManage the customer experience with recurring meetings to supervise related activities and outcomesEngages and manages the post-sales relationship with the customersApplies 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 remediationResponsible for incident ownership, managing all high and critical incidentsLogistics support on RMAsInstalled base management and entitlement, escalation/remediationE2E coordination with internal areas and stakeholders such as global technical support center, global customer care, global logistics, engineering and product departmentsPrepare and conduct monthly and quarterly business reviews with end customer and internal stakeholdersExtract, 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 levelAnalyze trends for further discussion, define actions to address issues & concerns.Support business partners and resellers on post-sales activitiesDevelop, 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 equivalent5 - 7 years of relevant work experience in Service Delivery /  Services Management / Services Account management / Service AssuranceService mindset and proactive attitudeIdeally 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 planningProven communication skills (written and oral) and capable to communicate with multiple levels within customer environmentExcellent customer management and relationship capabilities

Skills and Abilities required

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 OfficeStrong data analysis capabilitiesExecutive engagement and communicationsExperience leading a cross-functional teamHolds self-accountable for complying with policies, procedures and work requirements.Customer service and supportStrong communication and presentation skillsExperience applying Customer Success concepts and methodologies is a plus

Additional Skills:

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Relationship Management (CRM), Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 6 more}

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.

Job:

Services

Job Level:

Specialist

    

    

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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.