Customer Assurance Manager
hace 2 meses
**_ 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 worldwide level.
- 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 and pre-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 & support teams.
- 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.
- 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 assigned accounts.
- In depth knowledge of HP support and service processes.
- Track record of direct customer interaction and successful problem resolution.
- Ability to create, interpret and deliver complex reporting.
- 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 for accounts.
- Some knowledge of HP sales & support structures.
- Able to track costs and actions for business accountability.
- Customer survey or relationship assessment program knowledge.
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