Customer Success Manager Managed Services

Customer Success Manager Managed Services

Description -

Customer Success is the primary customer interface for Device as a service (DAAS) contracts, covering predominantly personal systems with a remit to grow HP share of wallet or entire PAN portfolio.

Responsible for determining and monitoring initiatives to improve deal P&L performance and help customers obtain the optimum value of the contracted services.

Responsibilities:

• Be the forefront of client engagement and daily and escalation point for the customer

• Be prepared to hot desk from client site once a week

• Be prepared to work from an HP dedicated HP office once a week

• Hold or planning to achieve a full driving license within the next 12 month

• Orchestrate overall relationship with assigned clients, which will include, but is not limited to, driving adoption, ensuring retention, and enabling service subscription renewals, upsell and cross sell

• Support the professional services team with scoping and selling follow-on and new service opportunities including and not limited to lifecycle, managed service and digitisation, driving increased penetration rates and attached services

• Work with clients to build strategic account plans establishing critical goals to aid the customer in achieving their objectives

• Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to the HP account team and externally to customer sponsors and executives

• Establish regular cadence (weekly/monthly/quarterly/Semi-annually) with each assigned client to review executive dashboards and program status

• Cement yourself as a trusted/strategic elite practitioner with customers and drive continued value of our products and services

• Work cross-functionally with the HP account team (account manager, SP, OA, SDM ) to find opportunities for new usage of company services

• Advocate customer needs/issues cross-departmentally and program-manage customer concerns

• Assist and provide expert deployment and operational standard methodologies

• Assist in workshops to help demonstrate to customers the full value of HP’s pan portfolio solutions and lead periodic meetings

• Support the education services team in identifying and recommending staff training opportunities

• Identify, in cooperation with the account team, the key success criteria for HP’s deployment and drive customer happiness

• Act as the point of contact liaison for technical inquiries, issues, or escalations; includes working with support, product management, or other teams as needed to create solution roadmaps

• Maintain current functional and technical knowledge of the HP’s platform and future PAN portfolio of services

• Accountable for the financial performance of the contract - in terms of Revenue .

• Margin and Growth potential on the portfolio of contracts.

• Accountable for total customer experience

• Establishes yearly budgets and controls expenses to achieve financial goals.

• Leads business negotiations for run rate service enhancements [£1 Mil.

• Directs solution, operational service, partner, and sub-contractor teams that deliver services to the customer.

• Pro-actively contributes to the customer's business improvement, planning and budgeting process.

• Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation, change management and communication.

• Maintains effective communication with and between all functional areas of the account team, as well as with HP at large including its executive leaders.

• Establishes and oversees a client governance structure that comprises comprehensive, coherent processes and communications between customer, HP, service providers, and partners.

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, supports renewals

• At least 1 certification 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:

• Moderate to 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 6-8 years of experience
• Languages: English and Danish,

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Job -

Sales

Schedule -

Full time

Shift -

No shift premium (Denmark)

Travel -

50%

Relocation -

Not Specified

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