Customer Experience Manager
Hewlett Packard Enterprise
full-time
Posted on:
Location Type: Remote
Location: Mexico
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About the role
- Develops trusted customer relationship demonstrating executive presence
- Evaluates and analyses customer needs
- Drives the Adopt, Expand, and Renew motions of the LAER model with Sales and Service Sales
- Builds trust and transparency with customers, promoting customer loyalty
- Partners with account team to support business development efforts
- Responsible for navigating the customer’s onboarding journey
- Works with NaaS Ops team to facilitate monthly billing
- Facilitates COAs, Change Orders and Order Forms
- Participates in operational reviews led by MSM where assigned
- Obtaining customer feedback through meetings and periodic CSAT and NPS surveys
- Identifies and Tracks Continuous Service Improvement (CSI) activities
- Partner with MSM (if assigned) to ensure SLA/SLO and KPIs are being achieved
Requirements
- Advanced University degree or equivalent experience
- 7+ years experience in relevant technologies and customer environments
- Excellent verbal and written English and Spanish communication skills
- Customer success management experience
- Advanced networking experience
- Experience in Managed services
Benefits
- Health & Wellbeing
- Personal & Professional Development
- Unconditional Inclusion
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementnetworkingmanaged servicescustomer feedback analysisbilling facilitationservice improvement trackingSLASLOKPI
Soft skills
executive presencerelationship buildingtrust and transparencycustomer loyalty promotionbusiness development supportcommunicationanalytical skills
Certifications
advanced university degree