Customer Assurance Manager

Encontrado en: beBee S CR - hace 4 semanas

Heredia, Costa Rica HP Inc. A tiempo completo

Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Responsibilities:

  • Collaborates with regions/WW regarding service and support planning, implementation and performance.

  • Leading post-sales support and driving deep strategic relationships for assigned key HP customers of significant scope and complexity at the country, region or worldwidelevel.

  • Working in a collaborative and a cohesive manner with key HP business units, the CAM works across functions to lead solutions for customer problems, provides installed base performance data and analysis, proactive information including advisories andpre-alerts.

  • Responsible for retention and business growth by ensuring exceptional customer experiences and by proactively acting on indicators from the customer through direct feedback, customer assessment programs and through engagement with sales & supportteams.

  • Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value.

  • Utilizes technical and business skills to lead complex cross functional activities that drive continuous growth of the services business.

  • Provides mentoring and guidance to peers and lower-level employees.

  • Multi country responsibility / a large country with multiple sub regions.

  • Working with regional / WW teams to represent the business on behalf of the geography covered.

Education and Experience Required:

  • Typically 2+ years to establish proven track record in directly related business.

  • Typically first level university degree or equivalent work experience; advanced degree is a plus .

  • 2+ years to establish proven track record in Service Business Management.

  • Basic experience in one of the related disciplines of delivery, solution architecting or business planning prior to taking business management role.

  • Knowledge of six sigma and 8D concepts.

Knowledge and Skills:

  • Moderate knowledge of IT and services industry Knowledge of company organization, policies, HPS services offerings, end to end processes, tools, and routes to market.

  • General technical understanding of products.

  • Problem detection and analysis of root cause.

  • Leads teams to achieve results.

  • Proficiency with desktop applications and familiarity with financial reporting tools.

  • Moderate level of planning, project management and change management skills.

  • Good communication skills.

  • Influence within same team and level.

  • Able to engage across all levels within a customer from IT department to Executive levels.

  • Negotiation skills - ability to resolve complex post sale issues in assignedaccounts.

  • In depth knowledge of HP support and serviceprocesses.

  • Track record of direct customer interaction and successful problemresolution.

  • Ability to create, interpret and deliver complexreporting.

  • Project management skills helpful.

  • Ability to work under pressure and to drive urgency in external teams.

  • Ability to work in a proactively keeping direct and indirect trends in focus foraccounts.

  • Some knowledge of HP sales & supportstructures.

  • Able to track costs and actions for businessaccountability.

  • Customer survey or relationship assessment programknowledge.

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).

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