S32J – Principal Customer Success Manager

00S32J – 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.

The Customer Success Architect position is a technical champion within the Customer Success Team, who drives the adoption of Ops Ramp 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.

• Being the trusted partner for the customer on use‑case and product functionality
• Lead customers in the application of Ops Ramp products and services offerings to meet their Business Outcomes. This may include whiteboard and help design and architect a solution/use case one day and aid in overcoming their technical and cultural blockers the next.
• Develop a deep understanding of Ops Ramp 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.
• Proactively solve problems (even if it’s outside your job description or area of expertise).
• Serve as an important source for information regarding the customer’s technical and provide customer feedback to 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.
• Track support and feature requirements and interface with product and engineering teams for quick resolution.
• Establish technical authority quickly with executive technical customer stakeholders.
• Document best practices, capture and disseminate knowledge, and other initiatives that enhance the growth of Ops Ramp.

• 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).
• Proactive problem management, issue resolution, understanding and documenting the customer’s architecture.
• Empathy and understanding of the work of engineers, architects, managers, and cross‑functional teams.
• Navigate organizations and create alliances to resolve problems.
• Quick learning and certification of newer technologies.
• Creative problem solver.
• Detail‑oriented with a passion for technology.
• Great teamwork skills and willingness to have fun.

• 10-15 years experience, preferably in IT management (ITOM)/APM fields.
• At least 5 years experience in senior customer‑facing positions as an Implementation Architect, Service Delivery Architect,…