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职位描述：
ITSMA Technical Success Manager
The IT Service Management Automation (ITSMA) Technical Success team, as part of the larger ITOM Customer Success charter, is focused on optimizing the overall experience customers have with the ITSMA product suite. The Technical Success team works with HPESW Sales and Presales, and provides technical expertise in big deal opportunities. We also work with our customers during onboarding and go-live activities, where we offer technical and functional advice on implementations, review customer requirements, answer questions on internal and external ITSMA forums, and support specialized customer demos.
Our team will be a key contributor to ITOM’s transition from selling traditional, standalone products to creating customer value through our next-generation, suite-based approach. As a trusted adviser to the customer, you will be working with them on their journey through this transition, establishing a long-term partnership that will allow us to turn them into a strong reference and advocate for the ITSMA suite.
Your in-depth understanding of customer requirements, use cases, and challenges in the service management space will allow us to build better products and suites. In close cooperation with Product Management and R&D, your input and feedback will be used to influence our future roadmap.
We are looking for people with a unique combination of technical expertise, enterprise implementation, project management, and excellent customer management experience.

Responsibilities
? Assist HPE Software Sales and Technical Presales by providing technical expertise for big deal opportunities, during proof-of-concept installations, proof-of-value evaluations, or specialized demonstrations
? Assist Professional Services and our Software Partners in their implementation projects by providing solution architecture, sizing and configuration reviews.
? Review requirements and design with the customer and implementation team, provide in-depth technical expertise and recommendations following best practices and lessons learned from other customer implementations.
? Review and prioritization of customer reported Defects and Enhancement Requests critical for go live, coordinate with Product Management and R&D team.
? Promote opportunities for two-way communication between the customer and various HPE groups, identify opportunities for references and advocacy.
? Help customers identify risks to achieving their stated business goals.
? Identify areas qualified as customer pain points and propose solutions (documentation, tools).
? Bring back to R&D and the Product Management team the customer feedback and influence future product direction.
? Actively participate on internal and external forums and communities, providing advice and best practices.
? Promote the ITSMA suite through writing technical white papers, publishing blogs, or contributing to customer success stories.
Required Skills/Experience:
? Customer facing role that includes, but is not limited to, issue resolution and escalation management at the technical, business owner and executive levels
? Excellent interpersonal skills and the confidence to be an honest advocate, willing to push back when needed for the best interest of the business and the customer
? Excellent verbal and written communication skills.
? Passion for working with customers.
? Excellent organization and time management skills.
? Autonomous in resolving problems without Product team assistance.
? Knowledge of ITSM and automation spaces (ideally some knowledge of HPE Service Manager, HPE Asset Manager, UCMDB, Universal Discovery).
? Virtuallization & containerization technologies (i.e. Docker, Kubernetes, …).
? Linux (RedHat, shell, scripting, config).
? Good debugging and troubleshooting skills.
? Good networking skills (IP, load balancers etc.).
? Bachelor degree required, technical degree preferred. Minimum 6-10 years’ experience
? Experience working in a multi-cultural global organization.
? Willing to travel in-country and internationally. 举报 分享

At Hewlett Packard Enterprise, our ideas propel our world faster. We’re an industry-leading technology company. And we’re accelerating everything we do. With the industry’s most comprehensive portfolio, our technology and services help transform our customers around the world to become more efficient, more productive and more secure. They enable our customers to go further. And our employees to develop, learn and advance their careers. Ready to change the world? No one’s doing it faster.
Mission: We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives.

Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed.