00s32j - Principal Customer Success Manager

Principal Customer Success Manager

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office.

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:

The Customer Success Architect position is a technical champion within the Customer Success Team, who drives the adoption of OpsRamp products and best practices with our customers. As a Customer Success Solutions Architect, you'll be managing the technical health of a group of our Enterprise/GSI/OEM clients - owning structured adoption and outcomes leading to value realization, expansion, and growth across your portfolio.

This is a customer-facing technical role responsible for post-deployment value adoption and realization. You will work directly with our customers' technical/operational decision-makers and senior management to identify and prioritize business problems, define KPIs and use cases around these, plan technical strategies, and build solutions for addressing these problems. Strategies frequently include designing the solution and architecture.

What You'll Do:

• Being the trusted partner for the customer on use-case and product functionality
• Lead customers in the application of OpsRamp products and services offerings to meet their Business Outcomes
• Develop a deep understanding of OpsRamp IT Operations Platform, architecture, and its capabilities through training and hands-on experience
• Build on the technical design and architecture developed during the implementation phase to maintain a point-in-time architecture for each customer
• Being proactive about solving problems (even if it's outside of your job description or area of expertise)
• Serve as an important source for information regarding the customer's technical needs and provide customer feedback to for instance Product Management, Engineering, and Marketing
• Perform and own the health checks during the customer success engagement lifecycle in a client environment
• Understand and document client use cases and build best practice enablement and content packs for the various use cases
• Review the current state and help the customer realize the future state by performing regular health checks
• Strong technical understanding of the customers' use cases and ability to map it to the OpsRamp capabilities
• Track support and feature requirements and interface with the Product and Engineering team where required for quick resolution
• Establish technical authority quickly with executive technical customer stakeholders
• Invest time in documenting best practices, capturing and disseminating knowledge, and other initiatives that enhance the growth of OpsRamp

Candidate Characteristics:

• Have at least 10-15 years of experience and proven success in one or more of the following: Solution or enterprise Architecture, implementation, consulting (Enterprise B2B SaaS preferred)
• Ability to perform the following: Proactive problem management, issue resolution, understanding and documenting the customer's architecture, identifying best practices, and managing customer expectations
• Demonstrate empathy and understanding of the work of engineers, architects, managers, and cross-functional teams
• Skill in navigating organizations and creating alliances to resolve problems
• Ability to quickly learn and certify newer technologies
• Possess creativity and ability to learn and adjust on the go - you are an expert problem solver
• Are detail-oriented with a passion for technology
• Have great teamwork skills and willingness to have fun

Required Skills:

• 10-15 years experience, preferably in the IT management (ITOM)/APM fields
• At least 5+ years experience in senior customer-facing positions as an Implementation Architect, Service Delivery Architect, or Lead Solution Architect
• In-depth knowledge and hands-on experience in one or more of the following: Observability, Process Automation, Patching, AIOps
• An in-depth understanding of infrastructure management and intelligent automation is preferred
• Familiarity with cloud-native design patterns, microservices, and modern web-scale architectures
• Excellent written and oral communication skills, analytical, self-motivated, and quick on-the-job learning skills
• Effectively multitask between initiatives with minimal oversight and provide a positive customer service attitude

Additional Skills:

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 Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning

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.

USD Annual Salary: $115,500.00 - $266,000.00

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.