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    Customer Success Manager - Washington, United States - HP

    HP
    HP Washington, United States

    4 weeks ago

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    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 (Up-sell and Cross-sell), improve tools tools and processes for faster turn-around 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 value-based outcome of HP products and solutions.

    Knowledge of outcome-based 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 C-level

    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 long-term account planning skills.
    At least 2 Certification in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification).
    Expertise in both content and application of typical technology services portfolios to address customer needs.
    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, Up-sell and Cross-sell 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 multi-million dollar companies.

    High complex portfolio of solutions.

    Education And Experience

    Bachelor's degree [BA or BS] or equivalent.
    MBA or Equivalent Preferred.

    10-12 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.

    Experience working in a matrixed environment.
    Experience working in an IT industry and a vertical industry preferred.
    P&L, Sales and Business Management required.

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