Customer Success Architect

Hewlett Packard Enterprise

Jan 28, 2025

Applications are closed

Job
Full-time
Senior & Expert Level
Hyderabad, +1

Requirements

Have at least 5 -10 years of experience and proven success in one or more of the following: Solution or enterprise Architecture, implementation, consulting (Enterprise B2B SaaS preferred)
Ability to perform the following: Proactive problem management, issue resolution, understanding and documenting the customer’s architecture, identifying best practices, and managing customer expectations.
Demonstrate empathy and understanding of the work of engineers, architects, managers, and cross-functional teams.
Skill in navigating organizations and creating alliances to resolve problems.
Ability to quickly learn and certify newer technologies.
Possess creativity and ability to learn and adjust on the go - you are an expert problem solver.
Are detail-oriented with a passion for technology.
Have great teamwork skills and willingness to have fun.
5-8 years experience, preferably in the IT management (ITOM)/APM fields.
At least 5+ years experience in senior customer-facing positions as an Implementation Architect, Service Delivery Architect, or Lead Solution Architect.
In-depth knowledge and hands-on experience in one or more of the following: Observability, Process Automation, Patching, AIOps.
An in-depth understanding of infrastructure management and intelligent automation is preferred.
Familiarity with cloud-native design patterns, microservices, and modern web-scale architectures.
Excellent written and oral communication skills, analytical, self-motivated, and quick on-the-job learning skills.
Effectively multitask between initiatives with minimal oversight and provide a positive customer service attitude.

Responsibilities

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. Strategies frequently include designing the solution and architecture.
You’ll work alongside the Customer Success Leads to adopt and help realize the value of the OpsRamp platform by:
Being the trusted partner for the customer on use-case and product functionality
Lead customers in the application of OpsRamp products and services offerings to meet their Business Outcomes. This may include whiteboarding and helping design and architect a solution/use case one day and aiding in overcoming their technical and cultural blockers the next!
Develop a deep understanding of OpsRamp IT Operations Platform, architecture, and its 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.
Being proactive about solving problems (even if it’s outside of your job description or area of expertise)
Serve as an important source for information regarding the customer’s technical needs and provide customer feedback to for instance Product Management, Engineering, and Marketing.
Perform and own the health checks during the customer success engagement lifecycle in a client environment.
Understand and document client use cases and build best practice enablement and content packs for the various use cases.
Review the current state and help the customer realize the future state by performing regular health checks.
Strong technical understanding of the customers' use cases and ability to map it to the OpsRamp capabilities.
Track support and feature requirements and interface with the Product and Engineering team where required for quick resolution.
Establish technical authority quickly with executive technical customer stakeholders.
Invest time in documenting best practices, capturing and disseminating knowledge, and other initiatives that enhance the growth of OpsRamp.

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 primary responsibility of a Customer Success Architect?

The primary responsibility is to drive the adoption of OpsRamp products and best practices with customers, managing the technical health of a group of Enterprise/GSI/OEM clients.

What qualifications are needed for this position?

Candidates should have at least 5-10 years of experience in solution or enterprise architecture, implementation, or consulting (preferably in Enterprise B2B SaaS).

What skills are essential for a Customer Success Architect?

Strong technical understanding of customer use cases, ability to perform problem management, issue resolution, and experience in customer-facing roles are essential.

Are there opportunities for personal and professional development at HPE?

Yes, we invest in your career with specific programs to help you reach your career goals, whether you want to become a knowledge expert or transition to another division.

What is the work culture like at HPE?

HPE fosters a culture that values diverse backgrounds, encourages teamwork, and embraces creativity while making bold moves together.

What does the customer engagement lifecycle involve?

The customer engagement lifecycle includes performing health checks, understanding client use cases, building best practice enablement, and facilitating the realization of future states for clients.

What additional skills are emphasized in this role?

Skills such as accountability, critical thinking, effective communication, and collaboration across cross-functional teams are emphasized.

What kind of support does HPE offer for employee health and wellbeing?

HPE offers a comprehensive suite of benefits that support physical, financial, and emotional wellbeing for team members and their loved ones.

Is experience in specific technical areas required?

Yes, in-depth knowledge and hands-on experience in areas like Observability, Process Automation, Patching, and AIOps are preferred.

Hewlett Packard Enterprise

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.