Customer Success Manager

hace 3 días


San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

Job Description:

The role of the Customer Success Manager at Hewlett Packard involves driving business growth through solution adoption, client management, and revenue management. The ideal candidate will possess excellent communication skills, strategic thinking, and a strong understanding of customer needs.

Main Responsibilities:

  • Partner with the Transition Team to drive success through initial onboarding and adoption.
  • Perform strategic account planning and identify, forecast, and mitigate risks.
  • Develop a deep understanding of HP products, their features, functions, and solutions, and how they can be used to solve problems and create solutions for customers.
  • Manage Profit & Loss (P&L) and secure revenue and margin as well as contract commitments.
  • Identify and nurture expansion opportunities (Up-sell and Cross-sell) and 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 outcomes of HP products and solutions.
  • Cultivate knowledge of outcome-based sales models.
  • Consult with client stakeholders to understand their business strategies and goals, as well as their objectives, to align with HP solutions and deliver against 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.

Requirements:

  • 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.
  • Proactive account management and service delivery.
  • Experience in account management using consultative selling or issue resolution skills.
  • Strategic and long-term account planning skills.
  • 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:

The Customer Success Manager will be responsible for supporting Pre-Sales, driving adoption, increasing utilization, P&L Management, Up-sell and Cross-sell PAN HP Offerings, managing Customer Health, and supporting Renewals. This role will involve managing multiple accounts or very large single accounts, locally and globally, and will have a medium complexity of Customer portfolio in the industry.

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.

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