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Customer Success Associate

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Sales & Business Development
  • Hyderabad, +1

AI generated summary

  • You need a degree in Computer Science or related field, 8+ years in customer success/SaaS, strong communication skills, technical expertise in ITOM, and a track record of driving revenue growth.
  • You will manage customer portfolios, ensure satisfaction and retention, drive renewals and upsells, strategize account growth, deliver ROI presentations, and collaborate across teams for success.

Requirements

  • Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent.
  • Have at least 8+ years of experience and proven success in one or more of the following: Customer success (Enterprise SaaS), Service delivery, Pre-Sales, Solution Architecture, consulting (Enterprise B2B SaaS preferred).
  • Build strong, strategic relationships with customers through exceptional communication, presentation, and influencing skills.
  • Leverage technical expertise in IT Operations Management (ITOM) to drive business outcomes and value realization for customers.
  • Own and exceed revenue targets by driving customer retention, expansion, and growth opportunities.
  • Manage and grow customer relationships within enterprise and matrix organizations, aligning technical solutions with business goals.
  • Help customers navigate business transformation and adopt innovative strategies for success.
  • Demonstrate strong business acumen and a proactive approach to identifying growth opportunities.
  • Balance technical problem-solving with a focus on business impact and results.
  • Excel in time management, effectively juggling multiple priorities and navigating ambiguous situations while delivering high-quality outcomes.
  • Bring a passion for technology, attention to detail, and the ability to adapt and learn on the go.
  • Thrive in a collaborative team environment and foster a positive, growth-focused workplace culture.
  • 8+ years of proven experience in Customer Success, Service Delivery, Pre-Sales, Solution Architecture, or Consulting, ideally within B2B Enterprise SaaS, with a demonstrated focus on Account Management, Customer Growth, and achieving revenue targets.
  • Strong technical knowledge in infrastructure domains, including Compute, Network, Storage, and Cloud technologies with understanding of infrastructure management and experience with intelligent automation platforms and tools is highly desirable.

Responsibilities

  • Taking responsibility for your customer portfolio, customer satisfaction and success, retention & avoiding churn, securing renewals, growth and scaling of customer programs.
  • Being accountable for renewal and Upsell/Cross sell customer quota.
  • Strategic account planning of customer portfolio. Stakeholder mapping, opening up, and identifying opportunities for expansion outside of the current program.
  • Delivering and communicating ROI for our clients, throughout the customer lifecycle.
  • Be ready to take on additional initiatives and responsibilities as they emerge. Do everything you can to help the company achieve its larger objectives.
  • Work alongside the Customer Success Solution Architects (CSA) to maximize adoption and business value of the OpsRamp platform into customer enterprise environments. You’ll be required to travel to client sites, as needed.
  • Create customer deliverables (QBR presentations, e2e demos, business process enhancements, strategy recommendations and updates) suitable for a diverse set of constituents from senior executives to application end users.
  • Build relationships with key stakeholders in the customer’s organization to enable a great customer experience and capture any concerns from a commercial perspective.
  • Coordinate and align all workstreams across Shared Services, Education, Support, and active engagements, ensuring internal and external stakeholders are updated on progress. Collaborate with cross-functional teams such as Billing, Product Management, and Engineering to manage touchpoints and streamline communication.
  • Own the business relationship for a portfolio of accounts, working closely with the account team (Customer Success Manager, Regional Sales Director, and Customer Solutions Architect) to define and execute account strategies. Act as the voice of the customer, partnering with management, sales, marketing, technical, and product teams to enhance the OpsRamp product and processes.
  • Represent OpsRamp as a domain and product expert in customer interactions, industry and corporate events, and online in both customer-facing and internal communities.

FAQs

Do we support remote work?

This role is designed as ‘Onsite’ with an expectation that you will primarily work from an HPE office.

What is the main objective of a Customer Success Associate?

The main objective is to ensure the success of our customers by managing a group or region of assigned clients, driving adoption and outcomes leading to renewals, expansion, and advocacy across the portfolio.

What qualifications are needed for this role?

A Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent is required, along with at least 8+ years of experience in customer success, service delivery, pre-sales, solution architecture, or consulting, preferably in an enterprise B2B SaaS environment.

Is travel required for this position?

Yes, travel to client sites may be necessary as part of the job responsibilities.

What skills are emphasized for the Customer Success Associate role?

Strong communication, presentation, and influencing skills, along with technical expertise in IT Operations Management (ITOM) and the ability to build strong strategic relationships with customers, are crucial for success in this role.

What kind of benefits does HPE offer?

HPE offers a comprehensive suite of benefits that supports physical, financial, and emotional wellbeing, along with personal and professional development programs.

Does HPE promote diversity and inclusion?

Yes, HPE is committed to diversity, inclusion, and belonging, celebrating individual uniqueness and fostering a flexible work environment that accommodates personal needs.

What is the role of a Customer Success Associate in relation to customer relationships?

The Customer Success Associate is responsible for owning the business relationship for a portfolio of accounts, working closely with account teams to define and execute account strategies and drive customer retention and growth.

Will I have the opportunity to work on additional initiatives?

Yes, the role includes being ready to take on additional initiatives and responsibilities as they emerge, contributing to the company's larger objectives.

What types of customers will I be interacting with?

You will be interacting with a diverse set of customers, ranging from senior executives to application end users, aiming to deliver predictable outcomes and experiences.

Information Technology & Services

Technology
Industry
10,001+
Employees
1939
Founded Year

Mission & Purpose

HPE (Hewlett Packard Enterprise) is a global technology company that provides a comprehensive range of IT solutions and services. They offer hardware, software, and hybrid IT infrastructure solutions, including servers, storage systems, networking equipment, and cloud computing services. HPE's ultimate mission is to help their clients thrive in the digital age by providing transformative technology solutions that drive innovation, enhance productivity, and enable business growth. Their purpose is to empower organisations to harness the power of technology and data to solve complex challenges, optimise their IT infrastructure, and accelerate their digital transformation. HPE strives to be a trusted partner, delivering cutting-edge technology and expertise that enables their clients to adapt, innovate, and stay ahead in an ever-changing and competitive marketplace.