Customer Advocacy Manager

Job description

The Hewlett Packard Enterprise (HPE) Software Customer Advocacy organisation is focused on driving value for our customers across the products and services they consume. Aligned closely with the support sales and delivery organisation, our mission is to drive an excellent customer experience to ensure retention of customers as well as identification of growth opportunities within our installed base. We are a relatively new organisation within HPE, and with a holistic view of our customers across the whole software portfolio we hold a unique position to be able to serve our customers and support our sales efforts across license, support and services.

The Customer Advocacy Manager (CAM) is the owner of the overall HPE Software post-sales customer experience, ensuring products and services are meeting the customers' needs. The 2 primary KPIs of the role are retention and growth.

Responsibilities
• Building and maintaining executive relationships across assigned customers to ensure close collaboration in areas such as business improvement, planning and budgeting.
• Developing strategies with the customer in areas such as performance metrics, escalation, change management and communication
• Maintaining effective communication with and between all functional areas of the account team, as well as with the company at large including its executive leaders
• Establishing and executing a client governance structure that comprises comprehensive, coherent processes and communications between customer, company, service providers, and partners
• Onboarding customers, driving license adoption and deployment and identifying and mitigating business risk
• Assisting with post-sales issues or requests across all HPE Software products
• Driving product upgrades and manage business unit campaigns
• Work with sales to identify white space and win-back opportunities
• Collaborate with support delivery teams, contributing to quarterly reviews, escalations, etc

Desired profile

• Bachelor or Master Degree or equivalent combination of education and experience
• Fluent in English and Swedish in both written and spoken
• 2 plus years of relevant client management & 5-7 years industry experience
• Track record of managing a portfolio of annuity services worth approximately $5– $50 million per annum
• Proven track record in business P&L management, financial concepts and contract law
• Experience in developing executive level customer relationships including good negotiation, presentation and communication skills
• Proven track record in leading virtual teams, influential, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks
• Note: annuity services comprised of sophisticated support services, out-tasking, or outsourcing

Knowledge and Skills Required
Excellent communication, presentation, and relationship building skills. Knowledge of sales methodologies, support and maintenance renewals, software licensing, and support delivery. Demonstrate knowledge of corporate policies, markets and processes, financial management and program management. Knowledge of HPE Software products, value propositions, integrations, and market competitiveness would be ideal.

About HPE
Hewlett Packard Enterprise is an industry leading Technology Company that enables customers to go further, faster. With the industry's most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply today— we are eager to learn more about you!