Customer Experience Manager

Customer Experience Manager

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

Job Description:

The Customer Experience Manager (CXM) holds a key role in the customers’ digital transformation journey. Partners with HPE account team’s strategic customers to understand their business objectives, project priorities, and consumption outcomes, orchestrating their adoption journey to optimize their experiences with HPE's portfolio.

The primary purpose of this role is Customer advocate, trusted advisor, focal point, and guide through all stages of the customer journey, working with all aspects & functions of delivery as per the contract, focusing on meeting Customer business outcomes and IT objectives which lead to Expand and Renew opportunities.

Maximizes the value of as-a-service offerings within the HPE portfolio and guides customers to succeed in achieving their business objectives and outcomes.

Engages and manages the post-sales relationship with the customers, by identifying and helping close opportunities that expand HPE’s portfolio reach within each customer, while delivering incremental business value and an outstanding experience.

Management Level Definition:

Unique mastery and recognized authority on relevant subject matter knowledge including technologies, theories and techniques. Contributes to the development of innovative principles and ideas. Successfully operates in the most complex disciplines, in which the company must operate to be successful. Provides highly innovative solutions. Leads large, cross-division functional teams or projects that affect the organization's long-term goals and objectives. May participate in cross-division, multi-function teams. Provides mentoring and guidance to lower level employees. Routinely exercises independent judgment in developing methods, techniques and criteria for achieving objectives. Develops strategy and sets functional policy and direction. Acts as a functional manager within area of expertise but does not manage other employees as a primary job function.

Responsabilities:

• Develops trusted customer relationship demonstrating executive presence.
• Evaluates and analyses customer needs.
• Drives the Adopt, Expand, and Renew motions of the LAER model with Sales and Service Sales.
• Builds trust and transparency with customers, promoting customer loyalty.
• Partners with account team to support business development efforts.
• Responsible for navigating the customer’s onboarding journey.
• Works with NaaS Ops team to facilitate monthly billing.
• Facilitates COAs, Change Orders and Order Forms.
• Participates in operational reviews led by MSM where assigned.
• Host Monthly meetings and QBRs
• When MSM not assigned, deliver operational review content.
• Obtaining customer feedback through meetings and periodic CSAT and NPS surveys.
• Identifies and Tracks Continuous Service Improvement (CSI) activities.
• Partner with MSM (if assigned) to ensure SLA/SLO and KPIs are being achieved.
• Customer point of contact for initiating changes to the NaaS Statement of Work

Education and Experience Required:

• Advanced University degree or equivalent experience.
• 7+ years experience in relevant technologies and customer environments.

Knowledge and Skills:

• Excellent verbal and written English and Spanish communication skills.
• Customer success management experience
• Advanced networking experience
• Experience in Managed services

Accountability, Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Objectives, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Loyalty, Data Analysis Management, Data Collection Management (Inactive), Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning {+ 10 more}

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:

Master

    

    

In accordance with applicable Mexican laws and our commitment to non-discrimination, HPE strictly prohibits requiring medical certificates related to pregnancy status or HIV as conditions for employment, continued service, or promotion.

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.