Customer Success Manager
This role has been designed as a ‘Hybrid’ position, with an expectation that you will work on average 2 days per week from an HPE office.
Who We Are:
Hewlett Packard Enterprise is a global edge-to-cloud company that advances the way people live and work. We help organizations connect, protect, analyze, and act on their data and applications across edge to cloud environments, enabling them to turn insights into outcomes swiftly. Our culture focuses on innovation and valuing diverse backgrounds, with flexibility to manage work and personal needs. We are committed to making bold moves together and being a force for good. If you are looking to grow your career, our culture will embrace you. Open up opportunities with HPE.
Job Description:
Joining our OCTO HPE team as part of the OpsRamp group offers a chance to be a pioneer in the industry. We are transforming cloud computing by building a large-scale, enterprise-ready platform that supports a hybrid edge-to-cloud ecosystem. Our platform helps enterprise IT teams and managed service providers to manage modern digital infrastructure efficiently, securely, and sustainably.
We achieve this through hybrid discovery and monitoring, event and incident management, remediation, and automation powered by AI. We serve over 100,000 customers and manage 1 million devices, committed to accelerating digital transformation across data, connectivity, cloud, and security sectors.
Job Responsibilities:
The Customer Success Architect is a technical leader within the Customer Success Team, responsible for driving adoption of OpsRamp products and best practices. You will manage the technical health of a portfolio of enterprise clients, ensuring structured adoption, value realization, and growth.
This customer-facing role involves post-deployment value adoption, working directly with technical and operational decision-makers to identify problems, define KPIs, plan strategies, and develop solutions, including designing architecture.
Key Activities:
* Act as a trusted partner for customers on use-case and product functionalities.
* Lead customers in applying OpsRamp solutions to achieve business outcomes.
* Develop understanding of the OpsRamp platform and capabilities through training and hands-on experience.
* Maintain and evolve customer architectures based on implementation learnings.
* Proactively resolve issues and provide feedback to product teams.
* Conduct health checks and document customer use cases.
* Map customer needs to OpsRamp capabilities and support support requests.
* Establish technical authority with customer stakeholders.
* Document best practices and share knowledge to support growth.
Candidate Profile:
* 8-10+ years of experience in solution architecture, enterprise architecture, consulting, or related fields, preferably in B2B SaaS.
* Proven success in customer-facing roles such as architect or solution lead.
* Strong understanding of observability, automation, AIOps, and infrastructure management.
* Ability to quickly learn and certify new technologies.
* Excellent problem-solving, empathy, and organizational skills.
Required Skills:
* Over 8 years of experience in IT management fields like ITOM or APM.
* At least 5 years in senior customer-facing roles.
* Deep knowledge of observability, automation, and modern web architectures.
Additional Skills:
Accountability, proactive planning, active listening, creativity, teamwork, customer experience strategy, data analysis, design thinking, empathy, and growth mindset, among others.
What We Offer:
Health & Wellbeing: Comprehensive benefits supporting physical, financial, and emotional health.
Development: Career growth programs to help you achieve your goals.
Inclusion: We celebrate diversity and promote an inclusive work environment.
Stay Connected: Follow @HPECareers on Instagram for updates.
Job Details:
Services, Level: Specialist
HPE is an equal opportunity employer, valuing diversity and inclusion. We do not discriminate based on race, gender, or other protected categories. For more information, see our Equal Employment Opportunity policy.
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