Hewlett Packard Enterprise
Principal Customer Success Manager
Hewlett Packard Enterprise, Houston, Texas, United States, 77246
Hybrid Work Expectation
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.
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. 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.
Job Description The Customer Success Architect position is a technical champion within the Customer Success Team, who drives the adoption of OpsRamp 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.
What You’ll Do
Act as the trusted partner for the customer on use‑case and product functionality.
Lead customers in the application of OpsRamp products and services to meet their business outcomes, including white‑boarding and designing solutions.
Develop a deep understanding of the OpsRamp IT Operations Platform, architecture, and 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.
Be proactive in solving problems, even outside the immediate job scope.
Serve as a key source of information regarding the customer’s technical needs and provide feedback to Product Management, Engineering, and Marketing.
Perform and own health checks during the customer success engagement lifecycle.
Document client use cases and build best‑practice enablement and content packs.
Review the current state and guide customers toward the future state with regular health checks.
Leverage deep technical understanding to map customer use cases to OpsRamp capabilities.
Track support and feature requirements and interface with Product and Engineering teams for resolution.
Establish technical authority quickly with executive technical stakeholders.
Document best practices, capture and disseminate knowledge, and support OpsRamp growth.
Candidate Characteristics
10–15 years of experience in solution or enterprise architecture, implementation, consulting (Enterprise B2B SaaS preferred).
Proactive problem management, issue resolution, architecture documentation, and customer expectation management.
Empathy for the work of engineers, architects, managers, and cross‑functional teams.
Ability to navigate organizations and create alliances to resolve problems.
Rapid learning and certification of newer technologies.
Creative problem‑solving skills.
Detail‑oriented and passionate about technology.
Strong teamwork skills and a willingness to have fun.
Required Skills
10–15 years of experience, preferably in IT management (ITOM/APM).
5+ years in senior customer‑facing roles such as Implementation Architect, Service Delivery Architect, or Lead Solution Architect.
Hands‑on experience in Observability, Process Automation, Patching, AIOps.
A solid understanding of infrastructure management and intelligent automation.
Familiarity with cloud‑native design patterns, microservices, and modern web‑scale architectures.
Excellent written and oral communication, analytical, self‑motivated, and quick learning.
Ability to multitask with minimal oversight and provide a positive customer service attitude.
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, Empathy, Follow‑Through, Growth Mindset, Intellectual Curiosity, Long‑Term Planning, and more.
What We Can Offer You Health & Wellbeing We strive to provide a comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
Personal & Professional Development We invest in your career growth with programs to help you reach any career goal, whether you want to become an expert or apply your skills across divisions.
Unconditional Inclusion We are unconditionally inclusive in how we work and celebrate uniqueness. Flexibility in work and personal needs, bold moves, and a force for good define our culture.
Let's Stay Connected Follow @HPECareers on Instagram to see the latest on people, culture, and tech at HPE.
Job Services
Job Level Master
States with Pay Range Requirement USD Annual Salary: $115,500.00 - $266,000.00
Information about employee benefits can be found at https://myhperewards.com/main/new-hire-enrollment.html.
Equal Employment Opportunity HPE is an Equal Employment Opportunity/Veterans/Disabled/LGBT 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. Please click here: Equal Employment Opportunity.
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 qualified applicants with criminal histories.
#J-18808-Ljbffr
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. 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.
Job Description The Customer Success Architect position is a technical champion within the Customer Success Team, who drives the adoption of OpsRamp 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.
What You’ll Do
Act as the trusted partner for the customer on use‑case and product functionality.
Lead customers in the application of OpsRamp products and services to meet their business outcomes, including white‑boarding and designing solutions.
Develop a deep understanding of the OpsRamp IT Operations Platform, architecture, and 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.
Be proactive in solving problems, even outside the immediate job scope.
Serve as a key source of information regarding the customer’s technical needs and provide feedback to Product Management, Engineering, and Marketing.
Perform and own health checks during the customer success engagement lifecycle.
Document client use cases and build best‑practice enablement and content packs.
Review the current state and guide customers toward the future state with regular health checks.
Leverage deep technical understanding to map customer use cases to OpsRamp capabilities.
Track support and feature requirements and interface with Product and Engineering teams for resolution.
Establish technical authority quickly with executive technical stakeholders.
Document best practices, capture and disseminate knowledge, and support OpsRamp growth.
Candidate Characteristics
10–15 years of experience in solution or enterprise architecture, implementation, consulting (Enterprise B2B SaaS preferred).
Proactive problem management, issue resolution, architecture documentation, and customer expectation management.
Empathy for the work of engineers, architects, managers, and cross‑functional teams.
Ability to navigate organizations and create alliances to resolve problems.
Rapid learning and certification of newer technologies.
Creative problem‑solving skills.
Detail‑oriented and passionate about technology.
Strong teamwork skills and a willingness to have fun.
Required Skills
10–15 years of experience, preferably in IT management (ITOM/APM).
5+ years in senior customer‑facing roles such as Implementation Architect, Service Delivery Architect, or Lead Solution Architect.
Hands‑on experience in Observability, Process Automation, Patching, AIOps.
A solid understanding of infrastructure management and intelligent automation.
Familiarity with cloud‑native design patterns, microservices, and modern web‑scale architectures.
Excellent written and oral communication, analytical, self‑motivated, and quick learning.
Ability to multitask with minimal oversight and provide a positive customer service attitude.
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, Empathy, Follow‑Through, Growth Mindset, Intellectual Curiosity, Long‑Term Planning, and more.
What We Can Offer You Health & Wellbeing We strive to provide a comprehensive suite of benefits that supports physical, financial, and emotional wellbeing.
Personal & Professional Development We invest in your career growth with programs to help you reach any career goal, whether you want to become an expert or apply your skills across divisions.
Unconditional Inclusion We are unconditionally inclusive in how we work and celebrate uniqueness. Flexibility in work and personal needs, bold moves, and a force for good define our culture.
Let's Stay Connected Follow @HPECareers on Instagram to see the latest on people, culture, and tech at HPE.
Job Services
Job Level Master
States with Pay Range Requirement USD Annual Salary: $115,500.00 - $266,000.00
Information about employee benefits can be found at https://myhperewards.com/main/new-hire-enrollment.html.
Equal Employment Opportunity HPE is an Equal Employment Opportunity/Veterans/Disabled/LGBT 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. Please click here: Equal Employment Opportunity.
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 qualified applicants with criminal histories.
#J-18808-Ljbffr