Job Description:

The Customer Success Manager (CSM) is key role in operate phase is responsible to oversee end to end lifecycle of customer network, service delivery, customer relationship. This role act a primary bridge between internal stakeholders such as TAC, Engineering, logistic and external stakeholder (Customer, Partner) ensuring timely resolution of incident, issues, escalations, SLA adherence and governance.

What you’ll do:

Key Responsibilities

1. Service Delivery and Life Cycle Management: Own delivery terms as per contract, manage incidents/escalations.

2. SLA Monitoring & Adherence:  Monitor & tack SLA terms as per contract and ensure adherence of same.

3 Stakeholder Management: Serve as primary escalation point, work with multiple internal and external stakeholders effectively for desired outcome.

4. Governance: Oversee pending incidents, RMA tracking, Track lifecycle of HW/SW. Work proactively with different stakeholders to ensure customer's objective are met. Conduct regular operation performance review

What you need to bring:

Qualification:

Educational Qualifications:

Bachelor of Engineering (B.E.) or B.Tech in Electronics & Communication (ECE), Computer Science, Information Technology, or Electrical Engineering.

Alternative Qualifications: Post-graduation such as an MBA in Telecom Management, Operations, or Systems

Professional Experience

Total Experience - 12+ years of overall experience in telecom, Internet Service Provider (ISP), or large-scale enterprise network operations, specifically managing customer-facing technical operations, service delivery, or service assurance for B2B/Enterprise ISP networks.

Technical Skills: Knowledge of Networking products used in Telecom infrastructure (WAN/LAN), Networking Protocols ( BGP.MPLS), Monitoring tools

Certifications: ITIL foundation/Professional certification for service lifecycle and incident/problem management.

Other Skills

Excellent customer management

Excellent verbal and written communication

Languages: English & Hindi

Location: Gurgaon

Working Hours: India Business Hours

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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 also 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 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.

Job:

Job Level:

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.

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