Customer Success Manager

Description -

Customer Success is the primary customer interface for Workforce Services & Solutions contracts, covering both managed print and personal systems managed services. Responsible for driving Account Level ( Revenue & margin), Account growth ( Renewals, upsell & cross sell), customer experience and help customers obtain the optimum value of the contracted services.

Responsibilities:

• Prepare and drive successful Renewal.
• Drive SOW expansion and generate upsell & cross sell opportunities.
• Work with sales/pursuit on account business plan & customer success plan.
• Lead account kick-off – identifying/confirming customer success criteria – update customer success plan, expansion needs and identify key influencers and decision makers
• Lead and manage SBR process working with SDM and reporting teams using VMO/SBR self-service and/or leveraging the VMO lite and full platform to drive effective business reviews including ROI and industry SME for effective up sell opportunity development
• Proactively manage customer escalations and related customer communications in a proactive and /or timely manner
• Accountable for P&L management, remediation, forecasting revenue, cost, growth, and success strategy
• Ensure managed services and customer engagement meet or exceed all relevant KPIs
• Monitor and collaborate with SDM on asset specific data in HP systems to ensure accurate billing, reporting, and SLA performance  
• Demonstrated level of skills with consultating ability in solution selling and business development
• Manages multiple customer accounts and deliverables moderately complex contracts and deals with integrators and partners  
• Industry specific subject matter expertise to consult with customer on their next steps as a trusted advisor

Knowledge and Skills:

• Experience in account management using consultative selling or issue resolution skills
• Responsible for supporting pre-sales, drive adoption, increase utilization
• P&L management, up-sell and cross-sell PAN HP offerings, manage customer health, drive renewals.

Impact and Scope:

• Multiple accounts or very large single accounts – local/global
• Responsible for supporting pre-sales, drive adoption, increase utilization
• P&L Management, up-sell and cross-sell PAN HP offerings, manage customer health, drive renewals

Complexity:

• Moderate to high
• Multi-country client management in the same region; customers are typically multi-million dollars companies

Education and Experience:

• Master's degree in relevant area or demonstrated competence. Typically 8-12 years of experience

#LI-POST

Job -

Sales

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement