カスタマーサクセスマネージャー/Customer Succeess for Managed Services (PC & Print)

Description -

【事業内容】
・PC関連のマネージドサービス（Managed Device Service - MDS）
・プリンター関連のマネージドサービス（Managed Print Service - MPS）

【カスタマーサクセスマネージャー（CSM）の概要】
・カスタマーサクセスマネージャー（CSM）は、マネージドプリントサービス、およびパーソナルシステムのマネージドサービスを含むマネージドサービス契約におけるアカウントマネージャーです。
・CSMはLAERモデルの「AER」活動（Adopt、Expand、Renew）を担当し、顧客に価値の提供を継続するミッションを持ちます。
・契約期間中の収支状況をモニタし、改善するためのリードを行いつつ、顧客が契約したサービスにより最適な価値を得られるよう支援します。
・外資系企業の担当を行うことも多く、国内外のお客様と円滑にコミュニケーションを取りながら、上記を遂行します。

【必要なスキル】
・顧客および社内関係者とのコミュニケーションスキル
・収支状況を管理把握
・HPのハードウェアおよびソフトウェアソリューションポートフォリオに関する知識
・顧客、および業界に関する知識
・顧客の洞察、ビジネス課題の解決に関する探究心
・英語コミュニケーションスキル（読み書きおよび会話：TOEIC 700点以上なお可）

【将来のキャリアパス】
・本ポジションは、業種を問わず、様々なお客様とのビジネス経験に繋がります。
・この経験を生かして、他ビジネスのアカウントマネージャーへのキャリア変更や、製品部門などへのキャリア変更も可能です。
・業務の一部で、海外の担当者とのコミュニケーションがあり、英語を使った業務に慣れることができます。
　これにより、将来のキャリアパスの選択肢が増えます。

【勤務地】
・品川本社（最寄り駅：品川）
・状況に応じて顧客サイトを適宜訪問
・在宅勤務は、週に1～3日程度を業務状況に応じて調整
 

【提出書類】

職務経歴書（日英）、履歴書（写真不要）

#LI-Post

Description of Business
- Managed Device Services (MDS)
- Managed Print Service (MPS)

Summary of Customer Success Manager
- Customer Success Manager (CSM) is the primary customer interface for Managed Services Contracts, covering both Managed Print and Personal System Managed Services.
- CSM is responsible for “AER” activities of the LAER model: Adoption, Expansion and Renewal – must provide value to the Customer.
- CSM monitors and set lead initiatives to improve the contract P&L performance and help customers get the optimum value of the contracted services.
- CSM often manages global inbound companies, carries out the above while smoothly communicating with customers both domestically and internationally.

Required Skills
- Communication skills with customers and internal stakeholders
- Understanding and managing the financial situation
- Knowledge of HP's hardware and software solutions portfolio
- Knowledge of customers and industries
- Curiosity for customer insights and solving business challenges
- English communication skills (reading, writing and speaking: TOEIC score of 700 or higher is more applicable)

Future Career Path
- This position offers business experience with a variety of customers across different industries.
- Leveraging this experience, it is possible to transition to roles such as Account Manager in other business, or even to different career paths within product divisions.
- Part of the job involves communication with overseas counterparts, allowing you to become accustomed to working in English.
  This, in turn, expands your future career path options.

Location:
・HP Shinagawa Head Office (Nearest Station: Shinagawa)
・ Visiting the customer site as appropriate according to the situation
・ Telecommuting is about 1~3 days a week) adjusted according to the work situation

Job Summary
• This role is responsible for creating and executing account business plans and customer success plans while handling monitoring and analyzing deal’s P&L performance to ensure overall success. The role supports the end-to-end execution of deals including proposal, negotiation, delivery, contract renewal etc.

Responsibilities
• Creates and executes the account business plan and customer success plan while working with the sales/pursuit team.
• Leads the account kick-off by identifying customer success criteria, updates customer success plans, and expansion needs, and identifies key influencers and decision-makers.
• Drives successful renewal efforts by collaborating closely with pursuit/sales and subject matter experts.
• Handles revenue forecasting, cost analysis, growth strategy and monitors deal P&L performance to ensure the overall profitability of the deal.
• Ensures managed services and customer engagement consistently exceed all relevant KPIs.
• Addresses customer escalations and related communications in a timely and proactive manner.
• Engages with sales teams during deal creation, contract renewal and extension, and negotiation process.
• Supports solution selling and business development efforts using consulting skills.
• Communicates effectively about what other customers in their industry are doing, while utilizing industry-specific knowledge.
• Handles escalations from clients with a sense of urgency, ensuring their concerns are addressed promptly and effectively.

Education & Experience Recommended
• Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in customer experience, account/ business management, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications
• IT Environment Management Certifications (ITIL, COBIT, TOGAF, Lean IT, or similar industry standard certification)
• Certified Technology Sales Professional (CTSP)

Knowledge & Skills
NA

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

Job -

Sales

Schedule -

Full time

Shift -

First Shift (Japan)

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