Client Management; Manager Customer Success

Client Management; Manager Customer Success

  

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

Job Description:

The Client Management, Customer Success Leader ensures clients receive high-quality services by overseeing the entire service lifecycle, acting as a liaison between service delivery and customers.  Management of service delivery teams, resources, and processes to meet expectations, drive efficiency, and align delivery with business goals, and customer expectations. Handle client concerns, manage performance metrics, ensure compliance, and oversee continuous improvement for seamless service execution and customer satisfaction. A professional responsible for bridging the gap between a company's Service delivery capabilities and its clients' business needs. Act as the primary, high-level service point of contact, driving project delivery while managing client relationships.

Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. Manages non-exempt/exempt individual contributors and/or supervisors. Provides guidance on process improvements and recommends changes in alignment with business tactics and strategy for area of responsibility. Plans, manages and monitors operational/tactical activities of Staff. Recruits and supports development of direct staff members. Typically reports to MG2 or Director.

Additional guidance/criteria:

• Manages and controls activities within a single country or a sub-region which is part of a larger geographical Region.

• Manages at least 4 employees and typically between 8 and 15 direct reports. Span of Control guidelines may differ from these numbers

Key Responsibilities:

• Lead, mentor, and coordinate technical and support teams.

• Build and scale high-performing organizations aligned with sales, product, engineering, and executive stakeholders.

• Drive Service Delivery improvements and manage resource allocation.

• Monitor and improve customer metrics (e.g., issue resolution, customer health).

• Develop strategies and business plans that support profitable growth and Total Customer Experience.

• Monitor product and service metrics and implement recovery plans as needed.

• Lead process improvements across delivery, operations, and productivity.

 Requirements:

• 8+ years of experience Managed technical relationships with customers, clients and vendors

• 6+ years as a people manager with direct reports

• 4+ years of relationship-building experience with customers, internal and external stakeholders

• 4+ Understanding and knowledge of utilizing a CRM and customer success with strong technical knowledge across IT and Networking technologies, protocols and software management tools

• Knowledge ability to convey complex technical concepts to non-technical audiences.

• Advanced problem-solving and coordination of teams in complex or emergency situations.

• Broad market knowledge, including competitive dynamics, business models, and strategy.

• Proficiency in Microsoft applications, Access, statistical analysis, and financial modeling.

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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:

Manager_1

    

"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 105,500 - 243,000 in Kentucky
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

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.