Customer Success Manager - GIN01 - DLF Downtown (GIN01)

Customer Success Manager

Description -

Customer Success is the primary customer interface for managed services contracts, covering both managed print and personal systems managed services. Responsible for determining and minitoring initiatives to improve deal P&L performance and help customers obtain the optimum value of the contracted services.

Responsibilities:

• Prepare and drive successful renewal with pursuit/sales and respective SMEs
• 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
• With lead SDM 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
• Lead and collaborate with SDM on asset specific data in HP systems to ensure accurate billing, reporting, and SLA performance 
• Ability to manage global complex deliverables.
• Advanced Industry specific subject matter expertise to consult with customer on their next steps as a trusted advisor

Knowledge and Skills:

• Demonstrated 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, supports renewals
• At least 2 certifications preferred in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification)

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, supports renewals

Complexity:

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

Education and Experience:

• Bachelor's degree in relevant area or demonstrated competence. Typically 10+ years of experience

Job -

Sales

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

EEO Tagline - 

HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.