Customer Success Manager (1022315)

Meet The Team

Hitachi Vantara, a wholly-owned subsidiary of Hitachi, Ltd., guides our customers from what's now to what's next by solving their digital challenges. Working alongside each customer, we apply our unmatched industrial and digital capabilities to their data and applications to benefit both business and society. More than 80% of the Fortune 100 trust Hitachi Vantara to help them develop new revenue streams, unlock competitive advantages, lower costs, and deliver social and environmental value. Our Customer Success Function interfaces with customers at the forefront of digital innovation by driving proactive and responsive customer engagement and helping them realize the best outcomes from their investment in our solutions.

What You Will Be Doing

This role presents an exciting and dynamic opportunity to join our Customer Success Team and drive outstanding value and exceptional experience for our global customer base. The Customer Success Manager (CSM) will be responsible for managing a portfolio of as-a-Service customer (or partner) accounts and leading critical post-sale customer engagement activities and support related to onboarding, adoption, retention, expansion, and advocacy. The CSM will act as a trusted advisor to the customer, align Hitachi Vantara offerings with customer business and technical needs, and ensure continued value realization and satisfaction with our solutions and services.

Responsibilities

• Proactively engage with assigned customers (or partners) to build and maintain key strategic relationships and drive adoption and consumption of their Hitachi Vantara as-a-Service (aaS) solutions
• Drive the customer onboarding and activation process, align to customer expectations, and ensure fast time to adoption and value realization
• Gain a deep understanding of the customer's ongoing priorities, desired objectives, and expectations. Identify challenges, use cases, and capability gaps that we can assist with, and partner with Hitachi Vantara sales, product management, and engineering to deliver on needs and expectations. Guide customers on ways to maximize the value of their investment in our solutions
• Build and execute a Customer Success Plan (jointly created and tracked with customer) that connects the customer's desired business outcomes to Hitachi Vantara offerings and leads to transparent and measurable results
• Provide ad-hoc customer assistance on issues, questions, or escalations related to product usage/features, business or technical needs, administrative inquiries, etc. Address customer concerns and oversee issue escalations. Help align Hitachi Vantara resources as needed for timely resolution
• Conduct regular management reviews to track progress against promised value, discuss operational issues/performance, review product usage and consumption trends, gauge overall customer experience/satisfaction, understand business priorities and IT initiatives, and explore expansion opportunities
• Monitor Customer Health and follow established procedures for account risk management and churn mitigation
• Consolidate, communicate, and track enhancement requests and commitments. Close the feedback loop within Hitachi Vantara and with customers
• Identify opportunities for expansion and route CS qualified leads to Sales. Be able to provide guidance, recommendations, and advice that help grow our footprint within the account
• Drive advocacy by monitoring results from customer surveys and encouraging customer participation in Voice of Customer activities and opportunities
• Serve as a liaison between the customer and Hitachi Vantara stakeholders. Collaborate with Product Management, Sales, Support, Engineering, Professional Services, Marketing, and others to deliver the best possible customer experience and outcomes
• Be knowledgeable and up to date on our as-a-Service portfolio offerings and ways for customers to continue growing and leveraging our solutions
• Actively assist the Customer Success team with defining, developing, and documenting key CS processes and procedures and help us build and deliver an amazing customer experience as we continue to grow and scale.

What You Bring To The Team

• At least 7 years of experience in a customer-facing or relationship management role (e.g. Customer Success Manager, Technical Account Manager, Service Account Manager, Professional Services Consultant, Sales Engineer, Project Manager or similar)
• Comfortable engaging, communicating, and working at all levels within a customer account to build trusted partner relationships (e.g. C-level, VP, Directors, IT Administrators, developers, etc.)
• Solid project management skills. Able to successfully organize/balance multiple responsibilities and proactively prioritize tasks and workstreams based on account needs, perceived urgency/risk, growth potential, renewal timeframe, and overall strategic importance
• Strong business acumen, technical aptitude, and analytical/problem-solving skills
• Excellent verbal, written, presentation, and communication skills
• Great team player who understands the value of collaboration and helping each other
• Passionate for customer success and enabling our customers to achieve great outcomes with us
• High levels of energy, positive attitude, persistence, and professionalism
• Experience working with leading Customer Success or CRM software platforms (e.g. Gainsight, Strikedeck, Totango, Salesforce, or equivalent)
• Enterprise data center or cloud environment experience (e.g. Data Storage, STaaS, Cloud Hybrid Datacenters, Azure, AWS, or GCP) is preferred. Willingness to become a subject matter expert on our as-a-Service offerings
• Willingness to support customers across multiple time zones
• Bachelor's degree is required. A degree in Computer Science, Engineering, or related technical experience is a plus.

Our Company

Hitachi Vantara is part of the Global Hitachi family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. Diversity of thought is welcomed and our employee base is represented by several active Employee Resource Group communities. We offer industry leading benefits packages (flexible working, generous pension and private healthcare) and promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.

Our Values

We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours and flexible arrangements. Get in touch with us to explore how we might be able to accommodate your specific needs.

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit:

Wa - Harmony, Trust, Respect

Makoto - Sincerity, Fairness, Honesty, Integrity

Kaitakusha-Seishin - Pioneering Spirit, Challenge