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About the Role

As a Customer Success Architect, you will serve as a technical leader within the Customer Success team, driving the adoption and best practice implementation of OpsRamp and HPE CloudOps suite products for customers. You will manage the technical health of assigned enterprise, GSI, and OEM accounts, driving value realization, business expansion, and growth through systematic adoption.

Responsibilities

• Act as a trusted advisor for customer use cases and product capabilities.
• Lead the utilization of HPE CloudOps suite products and services to achieve customer business outcomes.
• Assist in the design and architecture of solutions and use cases through whiteboard sessions.
• Address technical and organizational barriers to adoption.
• Maintain and manage current customer architectures based on the technical design and architecture established during the implementation phase.
• Proactively address issues beyond the defined scope or area of expertise, managing escalations and customer expectations.
• Serve as a key source of information regarding customer technical requirements, providing feedback to internal Product Management, Engineering, and Marketing teams.
• Conduct and manage health checks within customer environments throughout the Customer Success lifecycle.
• Understand and document customer use cases, creating best practices and enablement content for each.
• Assess current states through regular health checks and assist customers in achieving their future state.
• Deeply understand customer use cases and map them to the capabilities of the HPE CloudOps suite.
• Collaborate with renewal teams to ensure smooth contract renewals for customers.
• Track support requirements and feature requests, working with Product and Engineering teams for timely issue resolution.
• Quickly establish technical credibility and expertise with customer technical executives.
• Actively contribute to the documentation of best practices, knowledge collection and sharing, and initiatives that drive the growth of the HPE CloudOps suite.

Requirements

• Approximately 10 years of experience and a proven track record in solution architecture, enterprise architecture, systems implementation, or consulting, preferably with enterprise B2B SaaS.
• Ability to practice proactive issue management, problem-solving, understanding and documenting customer architectures, identifying best practices, and managing customer expectations.
• Demonstrate understanding and empathy for the work of engineers, architects, managers, and cross-functional teams.
• Ability to engage stakeholders across the organization and build collaborative relationships to solve problems.
• Ability to learn new technologies quickly and obtain certifications as needed.
• Creative, flexible, and adaptive learner with a problem-solving mindset.
• Attention to detail and a strong passion for technology.
• Excellent teamwork skills and a positive attitude.

Skills

• Approximately 10 years of practical hands-on experience with an ITOM/ITSM platform.
• Strong communication skills in both Japanese and English.
• Over 5 years of customer-facing experience in a pre-sales or post-sales role, such as Implementation Architect, Service Delivery Architect, or Lead Solution Architect.

Location

• Onsite

Work Type

• Onsite
• Hybrid

Experience Level

• Expert

Benefits

• Comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
• Investment in career development with specific programs to help reach career goals.
• Flexibility to manage work and personal needs.

About the Company

• Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work.
• We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world.
• Our culture thrives on finding new and better ways to accelerate what’s next.
• 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.
• If you are looking to stretch and grow your career our culture will embrace you.
• Open up opportunities with HPE.

Equal Opportunity

• HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer.
• We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need.
• Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.
• Please click here: Equal Employment Opportunity.
• 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.