Customer Success Manager - Washington, United States - Hewlett Packard

Hewlett Packard

Verified Company

Washington, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

_Job Summary:
_
Responsible for Solution/Services Adopt, Expand, and Renewal.

Client Management including Annual Recurring Revenue/Profit Management, Growth, On-going value and outcomes management with high customer health, low churn rate and high renewal rate.

Responsible for managing overall service quality and customer relationship management resources, including manpower, internal assets and external vendors.

_ Key responsibilities:
_

Partner with the Transition Team to drive success through initial onboarding, adoption and find value added to the customer.
Performing a Strategic Account Planning and identifying, forecasting and mitigating risks
Understand HP Products, their features, functions and solutions and understand how they can be used to solve problems and create solutions for your customers
P&L Management: Secure the revenue and margin as well as the contract commitments, identify and nurture expansion opportunities (Upsell and Crosssell), improve tools tools and processes for faster turnaround Track customer KPI's (SoW, Up-Sell / Cross-Sell ) and adoption to proactively work with customers on expansion, churn prevention and renewals.
Maximize renewal rates by partnering with Pursuit to lead the contract renewal process with a focus on valuebased outcome of HP products and solutions.
Knowledge of outcomebased Sales model.
Consult with client stakeholders to understand their business strategies and goals, as well as their objectives, to align with HP solutions and deliver against the agreed success criteria.
Become a trusted advisor to customer stakeholders at Clevel
Lead regular strategic business reviews to communicate progress against agreed success plans, address and mitigate risks and present innovation solutions.

**_

Knowledge & Skills:
_**- Identifying and addressing customer business needs and issues in the technology space.

Experience in Proactive Account Management and service delivery.
Demonstrated Account Management using Consultative selling or issue resolution skills.
Strategic and longterm account planning skills.
At least 2 Certification in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification).
Ability to identify and effectively address customer business needs beyond the scope of their specific role.
Proficient in MS Dynamics systems, tools and processes or equivalent.

**_

Scope and Impact:
_**- Multiple Accounts or very large single accounts - local/global.

Responsible for Supporting Pre-Sales, Drive Adoption, Increase Utilization.
P&L Management, Upsell and Crosssell PAN HP Offerings, Manage Customer Health, Supports Renewals.

_ Complexity:
_

Multi Country client management in the same region, Medium complexity of Customer portfolio in the industry, Customers are typically multimillion dollar companies.
High complex portfolio of solutions.

**_

Education and Experience:
_**- Bachelor's degree [BA or BS] or equivalent.

MBA or Equivalent Preferred.

years' experience in account leadership roles such as Sales, Pursuit and Delivery or Business Management or 2 to 3 years' experience in Customer Success Role.