Senior Totango System Administrator

Job Description:

The Global Customer Experience Analytics team within HPE’s Networking Business Unit is seeking a curious, creative, and self‑driven Totango System Administrator to lead the implementation, configuration, and ongoing management of the Totango Customer Success platform. The ideal candidate will ensure Totango is optimized to support Customer Success operations, deliver reliable customer insights, and enable scalable digital engagement programs. This role is best suited for someone who is detail‑oriented, proactive, and comfortable partnering across teams to enhance processes and overall platform performance.

•  Key responsibilities: 
• Totango Administration & Configuration — Configure, maintain, and optimize Totango SuccessBlocks, attributes, and modules to align with business needs.
• User Management & Security — Manage user roles, permissions, and access controls; depending on job level, ensure compliance with GDPR and internal data governance policies.
• Process Automation — Build and maintain automated workflows, triggers, and SuccessPlays to support onboarding, adoption, renewal, and retention programs.
• Cross‑Functional Partnership — Work closely with the Principal Program Manager for Digital Customer Success and other stakeholders to align Totango usage with business priorities and drive platform adoption.
• Troubleshooting & System Support — Identify and resolve platform issues; collaborate with vendors and internal teams to optimize performance and proactively address risks.
• Reporting & Analytics — Build segments, dashboards, and reports to provide actionable insights into customer health, engagement, and risk indicators.
• End‑User Training & Adoption — Deliver training, create enablement materials, and support Customer Success teams in effective platform usage.
• Continuous Improvement — Stay current with Totango releases, best practices, and new features; recommend enhancements to improve system capabilities.
• Data Integration & Quality Management — Oversee data ingestion from upstream systems; partner with data engineering and source‑system owners to resolve data issues and maintain data integrity.
• Framework Enablement — Partner with stakeholders to design and maintain customer health scores, segmentation frameworks, and lifecycle definitions; ensure accurate implementation and scalability within Totango.
• Preferred Background
• Strong understanding of Customer Success operations and customer lifecycle management.
• Experience administering Totango
• Familiarity with CRM systems such as Salesforce, HubSpot, or Microsoft Dynamics.
• Understanding of data flows, integrations, and governance in customer‑facing systems.
• Strong communication and problem‑solving skills, with the ability to translate technical concepts for non‑technical audiences.

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.

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