Customer Experience Manager

Customer Experience Manager is a remote role that focuses on delivering exceptional customer journeys while expanding HPE’s portfolio across key accounts. Who We Are 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. Job Description The Customer Experience Manager (CXM) holds a key role in the customers’ digital transformation journey. Partners with HPE account team’s strategic customers to understand their business objectives, project priorities, and consumption outcomes, orchestrating their adoption journey to optimize their experiences with HPE’s portfolio. The primary purpose of this role is to act as a customer advocate, trusted advisor, and focal point through all stages of the customer journey, working with all aspects and functions of delivery to meet customer business outcomes and IT objectives that lead to expand and renew opportunities. Responsibilities Develop trusted customer relationships demonstrating executive presence. Evaluate and analyze customer needs. Drive the Adopt, Expand, and Renew motions of the LAER model with Sales and Service Sales. Build trust and transparency with customers, promoting customer loyalty. Partner with account team to support business development efforts. Navigate the customer’s onboarding journey. Facilitate NaaS Ops team billing and order activities. Facilitate COAs, Change Orders, and Order Forms. Participate in operational reviews led by MSM when assigned. Host Monthly meetings and Quarterly Business Reviews. Deliver operational review content when MSM not assigned. Obtain customer feedback through meetings and periodic CSAT and NPS surveys. Identify and track Continuous Service Improvement (CSI) activities. Ensure SLA/SLO and KPI achievements with MSM when assigned. Act as customer point of contact for initiating changes to the NaaS Statement of Work. Education and Experience Required Advanced University degree or equivalent experience. 7+ years experience in relevant technologies and customer environments. Knowledge and Skills Excellent verbal and written English and Spanish communication skills. Customer success management experience. Advanced networking and managed services experience. Experience in managed services environments. Additional Skills Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Objectives, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross‑Functional Teamwork, Customer Experience Strategy, Customer Loyalty, Data Analysis Management, Design Thinking, Empathy, Follow‑Through, Growth Mindset, Intellectual Curiosity, Long‑Term Planning. What We Can Offer You Health & Wellbeing We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing. Personal & Professional Development We invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division. Unconditional Inclusion We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We value varied backgrounds and give flexibility for work and personal needs. We make bold moves, together, and are a force for good. EEO Statement HPE is an Equal Employment Opportunity/ Veterans/ Disabled/ LGBTQ employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are based on qualifications, merit and business need. Our goal is to be one global team that is representative of our customers in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity. In accordance with applicable Mexican laws and our commitment to non discrimination, HPE strictly prohibits requiring medical certificates related to pregnancy status or HIV as conditions for employment, continued service or promotion. Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories. #J-18808-Ljbffr