Customer Experience Governance Manager at Aruba Networks in Austin, Texas

Job Description:

Customer Experience Governance Manager

  

Job Description:

   

Hewlett Packard Enterprise is an innovative, dynamic company with a rich past and a promising future. Originally Hewlett-Packard Company, HPE has continuously reinvented itself. Today, HPE is one of the world's leading technology companies and provides wired and wireless networking, servers, storage, IT and Cloud services for the next generation of IT infrastructure.

 

Aruba, a Hewlett Packard Enterprise Company, is a leading provider of next-generation network access solutions for the mobile enterprise: http://www.arubanetworks.com/company/about-us.

 

Aruba is redefining the "Intelligent Edge" Aruba is creating new customer experiences by building intelligent spaces and digital workspaces - leading next-generation network access solutions for the mobile enterprise. We are focused on campus, branch, mobility and the IoT to transform businesses with the combined power of compute, context, control, and secure connectivity. We help some of the largest and most exciting companies globally to modernize their networks to meet the demands of a digital future. 

The Customer Experience Governance Manager is a key member of the Customer Experience team, responsible for leading planning, deployment and support of contracted consumption services ensuring performance goals, KPIs and SLAs/SLOs are met. They work with business partners and customers using their leadership skills and technical knowledge to guide the successful delivery of the service. They promote the Customer Experience through effective delivery of services and proactively manages issues that could impact the service delivery experience of the customer by. They understand the client contract and they are able to analyze delivery requirements, contribute to the client's strategic business plan, identify opportunities for process and reporting improvements.

The ideal candidate will have exceptional analytical and problem-solving skills. We are looking for a proactive self-starter who is not afraid to roll up their sleeves to dig into the details and collaborate closely with a variety of different stakeholders. The ideal candidate will demonstrate strong communication skills and have the ability to perform professionally in a challenging and extremely fast-paced environment.

How You Will Make Your Mark:

• Develop strong relationships and serve in the role of Customer Experience Governance Manager


• Ensure customer satisfaction: addressing technical demands and acting as sales liaison, and including partners to better support Aruba customers


• Partner cross-functionally with support, professional services, and sales and marketing departments to create customer success that drives positive customer satisfaction and account growth


• Develop, measure, and maintain analytical excellence for global customer success teams including Key Performance Indicators (KPI) and SLAs/SLOs.


• Produce weekly, monthly, and quarterly reporting as required


• Provide Customer Experience Leadership and Sales Operations with key customer success initiatives (e.g., process improvements, new products, productivity, etc.)

About You:

• Bachelor's degree in a technical or business discipline or equivalent experience and a minimum of 6 years related experience


• 6+ years of experience with the internet or software as a service (SaaS) industry; or 4+ years sales operations, renewals management, or management consulting experience


• Exceptionally strong communication skills, including experience effectively communicating with senior management


• Exceptional analytical and deductive skills to interpret KPIs, SLAs and SLO requirements and their impact


• Experience working in high-growth, performance-focused environments


• Experience in Professional Services


• Strong Office 365 Expertise

What we can offer you:

Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world´s most attractive employers! At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth.

If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you. Continue the conversation by clicking apply now below, or directly via our Careers Portal at www.hpe.com/careers.

Join us and make your mark!

Find out more about us and follow us on:

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HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.

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Job:

Engineering

Job Level:

Expert

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.

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