Service Delivery – Customer Success Manager
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Job Description
Service Delivery/Customer Success Manager at Hewlett Packard Enterprise managing customer accounts in LATAM region. Act as trusted advisor, ensuring positive service experience and collaboration among teams.
Responsibilities:
- Be the single point of contact for all service-related matters
- Managing overall health of assigned customer accounts in LATAM region
- Act as a key member of the account while acting as a trusted advisor to the customer
- Developing and maintaining a strong trusted relationship with assigned customer(s)
- Deliver positive overall service experience from the Company
- Maximize value of the company’s offerings and portfolio
- Guide customers to succeed in achieving their business objectives and outcomes
- Collaborate with various internal organizations to deliver a stellar customer experience
- Manage customer onboarding and experience with recurring meetings
- Engage and manage the post-sales relationship with customers
- Incident and escalation management, providing remote operational support and remediation
- Responsible for incident ownership, managing all high and critical incidents
- Logistics support on RMAs
- Installed base management and entitlement, escalation/remediation
- E2E coordination with internal areas and stakeholders
- Prepare and conduct monthly and quarterly business reviews with end customers and internal stakeholders
- Extract, handle and analyze information and data related to main indicators of support and after-sales process, building reports.
- Support business partners and resellers on post-sales activities
- Develop, communicate and update account strategies with sales account team, customer service team & customer.
Requirements:
- Bachelor’s degree in Engineering, Computer Science or equivalent
- 5 - 7 years of relevant work experience in Service Delivery / Services Management / Services Account management / Service Assurance
- Service mindset and proactive attitude
- Ideally leading large technical account activity for a Service Provider or large Enterprise customer.
- 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.
- Proven communication skills (written and oral) and capable to communicate with multiple levels within customer environment
- Excellent customer management and relationship capabilities
- 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 Office
- Strong data analysis capabilities.
Benefits:
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion
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