Customer Success Manager
hace 5 meses
The Customer Success Manager will be responsible for Solution/Services Adoption and Client Management including Annual Recurring Revenue/Profit Management, Growth, On-going Services Delivery 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 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 ales 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:_**
- Mastery in English and local language as well as other languages as required.
- Identifying and addressing customer business needs and issues in the technology space desired.
- Proactive account management and service delivery desired.
- Experience in account management using consultative selling or issue resolution skills desired.
- Strategic and long-term account planning skills desired.
- Ability to identify and effectively address customer business needs beyond the scope of their specific role.
- Knowledge of MS Dynamics systems, tools and processes or equivalent.
- Strong MS Excel skills.
**_
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).
- Mid to High complex portfolio of solutions.
**_ Education and Experience:_**
- Bachelor's degree [BA or BS] or equivalent
- MBA or equivalent preferred
- 8-10 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
-
Customer Success Manager
hace 4 meses
Heredia, Costa Rica Hewlett Packard A tiempo completoThe Customer Success Manager will be responsible for Solution/Services Adoption and Client Management including Annual Recurring Revenue/Profit Management, Growth, On-going Services Delivery Management with high customer health, low churn rate and high renewal rate. Responsible for managing overall service quality and customer relationship management...
-
Customer Success Manager
hace 2 semanas
Heredia, Costa Rica ServiceNow A tiempo completoJob DescriptionWhat you get to do in this role: The role of the Customer Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's...
-
Customer Success Manager
hace 4 semanas
Heredia, Costa Rica ServiceNow A tiempo completoJob DescriptionWhat you get to do in this role: The role of the Customer Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's...
-
Customer Success Manager
hace 3 semanas
Heredia, Costa Rica ServiceNow A tiempo completoCompany DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based...
-
Manager, Customer Success, Strategic Account
hace 4 meses
Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completo6+ years professional experience in Corporate Retail, Buying, Merchandising, Planning, Pricing, Brand Management, Customer Success, Account Management, Management Consulting, Marketing, B2B, and/or E-Commerce. - 5+ years professional experience developing and leading teams while driving organizational goals. - Bachelor's degree or equivalent practical...
-
Mgr, Customer Success Mgmt
hace 8 horas
Heredia, Costa Rica ServiceNow A tiempo completoJob DescriptionThis manager role reports to the AMS, Sr. Director of Customer Success and is part of the Impact organization. Impact is a value acceleration product that combines predictive software with human ingenuity to help customers adopt ServiceNow solutions quickly, optimize platform health, and realize value faster. The Customer Success Team...
-
Sr Mgr, Customer Success Mgmt
hace 5 meses
Heredia, Costa Rica ServiceNow A tiempo completo**Company Description** At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive...
-
Heredia, Costa Rica Amazon Support Services Costa Rica SRL A tiempo completoThe Strategic Account Services (SAS) organization is seeking a Manager, Customer Success to lead a team of Strategic Account Managers responsible for the growth and development of some of the most influential Sellers in the Amazon Store.In this role, you’ll be responsible for all business and operational objectives of your Strategic Account Management...
-
Associate Customer Success Manager
hace 2 meses
Heredia, Costa Rica ServiceNow A tiempo completoJob DescriptionWhat you get to do in this role: The role of the Analyst, Success Advocate is to act as an advocate for our customers. You will oversee a portfolio of customers to help them achieve business outcomes and foster greater adoption and usage of the ServiceNow products they have purchased through prescriptive guidance. You will bring ServiceNow's...
-
Senior Customer Success Specialist Engineer
hace 5 meses
Heredia, Costa Rica VMware A tiempo completo**The Elevator Pitch: Why will you enjoy this new opportunity?** Are you passionate about partnering with IT practitioners, developers, leaders, and executives at globally recognized companies to solve real problems? Do you already possess strong business acumen and technical skills and could come up to speed quickly on VMware’s latest solutions? Does...
-
Customer Experience Manager
hace 5 meses
Heredia, Costa Rica Tebra A tiempo completo**About the Role**: As Customer Experience Manager for the Loyalty Team, you will take inbound requests from customers requesting to cancel, identify key issues in customer satisfaction and develop solutions to retain the business. You will analyze quantitative and qualitative customer metrics to identify early indicators of possible cancellations and make...
-
Client Success Manager
hace 5 meses
Heredia, Costa Rica Experian A tiempo completoCompany Description **Experian **is the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial...
-
Customer Experience Manager
hace 5 meses
Heredia, Costa Rica Tebra A tiempo completoTebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct...
-
Technical Success Manager
hace 5 meses
Heredia, Costa Rica Experian A tiempo completoFull-time Employee Status: Regular Role Type: Home Department: Customer Service Schedule: Full Time **Company Description**: - Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one...
-
Technical Success Manager
hace 5 meses
Heredia, Costa Rica Experian A tiempo completoFull-time Employee Status: Regular Role Type: Home Department: Customer Service Schedule: Full Time **Company Description**: - Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one...
-
Technical Success Manager
hace 5 meses
Heredia, Costa Rica Experian A tiempo completo**Company Description** Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100...
-
Associate Customer Succes Manager
hace 5 meses
Heredia, Costa Rica LSEG (London Stock Exchange Group) A tiempo completoWhat You'll Do Associate Customer Success Managers (CSMs) connect our clients to LSEG portfolio of products and solutions. This specialist plays a vital role in ensuring our customers fuel the full power of LSEG by discovering and implementing workflow capabilities while continuously providing scalable yet adaptable mentorship throughout the customer’s...
-
Manager, Customer Experience
hace 5 meses
Heredia, Costa Rica AlignTech A tiempo completo**Join a team that is changing millions of lives.** - Transforming smiles, changing lives_ At Align Technology, we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have...
-
Engagement Manager
hace 5 meses
Heredia, Costa Rica Workday A tiempo completoYour work days are brighter here. At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our...
-
Customer Success Onboarding Specialist
hace 5 meses
Heredia, Costa Rica Grupo Preselección A tiempo completo**What we’re looking for** Our Onboarding team ensures that our customers are achieving their desired outcomes and getting value from the solution. This is done by ensuring a successful onboarding period, guiding and assisting in adoption of the platform, and ultimately guiding customers towards getting the most value from their use of the company. We do...