Customer Success Manager
Hewlett Packard Enterprise
Heredia, Heredia
hace 23 horas

Job Description

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Our new innovative IT services organization is HPE PointNext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.

Role Summary : Leads internal project to ensure that it meets all scope, time, budget and quality expectations, through planning, controlling and managing.

Manages corporate and third party vendor efforts to plan, build and implement solutions to internal problems and issues.

Role Details :

HPE will assign a named Customer Success Manager (CSM) to manage the Assigned Account Team (AAT), the AMS customer relationship and service delivery for AMS Solutions.

The CSM is an experienced Program Manager and Escalation Manager. The CSM is responsible for the overall delivery of the AMS solution and acts as the customer’s single IT management focal for all service related issues, technical escalations and integration actions.

The CSM serves as the AMS customer’s single point of contact for all AAT service issues and actions and is the remote service advocate within HPE.

The CSM’s value to each AMS customer is as a management partner with them and an integral part and extension of their IT management structure, which results in less customer management engagement (reducing the customer’s management load / tasking).

The CSM partners with their customers to utilize industry best practices to ensure that the AAT works with the each customer’s IT service management team to help ensure that all other members of the HPE service delivery team are fully knowledgeable about their critical IT services and business objectives.

A CSM role is available twenty-four (24) hours a day, seven (7) days a week, and manages escalations. HPE will maintain primary escalation points of contact.

This provides for a seamless transition of management of escalation support for each AMS customer.

The CSM can escalate calls from the AAT to an extended level of support, which may involve additional technical resources, Product Engineering, the account management team, and / or senior management.

The CSM will follow HPE’s guidelines for escalation; however, the CSM may choose to engage other resources sooner, if necessary, for problem resolution.

The CSM is responsible for developing, updating, and distributing the Outage Communications and Action Plans.

The HPE Customer Success Manager has overall responsibility for the change process for this AMS Service. A change is an alteration to this AMS Service scope or deliverables (e.

g. change in service levels or add or remove deliverables, products, version or configuration of product, volume of product(s), or site) that affects this AMS Service cost, schedule, quality, and / or conformance of the deliverables to the agreed specifications.

The AAT has access to HPE or Vendor Product Engineering (Product Engineering) support for resolution of a crisis or critical outage.

Upon determination from the AAT that an engineering resource is required for a HPE or a HPE-supported third-party product or deficiency, the AAT elevates to Product Engineering through an internal HPE process to support AMS customers.

When the AAT decides to elevate a Customer problem to Product Engineering, the AAT monitors the situation and provides updates to the customer.

Responsibilities :

1. Manages internal project delivery.

  • Budget as detailed in Impact section.
  • Small to medium / straightforward / local scope.
  • Low / medium risk.
  • 2. Manages project financials including business impact.

  • Meets or exceeds approved budgets.
  • Provides reliable financial forecasts to Management.
  • 3. Manages stakeholder relationships.

  • Manages first to mid-level stakeholder relationships.
  • 4. Manages project team.

  • Manages internal as well as external resources with a team size generally less than 7 people.
  • Provides performance feedback on project team members.
  • Education and Experience Required :

  • First Level University degree.
  • 3 + years in project management roles or in like roles / businesses.
  • Knowledge and Skills :

  • Demonstrates a basic knowledge of key Services' operational policies, processes and methodologies applicable to project management.
  • Understands project management methods.
  • Participates in the Services PM Profession community.
  • On a development plan leading to higher project management skills.
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