Customer Success Manager

hace 6 días

Santa Ana, Costa Rica Hewlett Packard A tiempo completo

**Job Summary**
- This role is responsible for creating and executing account business plans and customer success plans while handling monitoring and analyzing deal’s P&L performance to ensure overall success. The role supports the end-to-end execution of deals including proposal, negotiation, delivery, contract renewal etc.

**Responsibilities**
- Creates and executes the account business plan and customer success plan while working with the sales/pursuit team.
- Leads the account kick-off by identifying customer success criteria, updates customer success plans, and expansion needs, and identifies key influencers and decision-makers.
- Handles revenue forecasting, cost analysis, growth strategy and monitors deal P&L performance to ensure the overall profitability of the deal.
- Ensures managed services and customer engagement consistently exceed all relevant KPIs.
- Addresses customer escalations and related communications in a timely and proactive manner.
- Engages with sales teams during deal creation, contract renewal and extension, and negotiation process.
- Supports solution selling and business development efforts using consulting skills.
- Communicates effectively about what other customers in their industry are doing, while utilizing industry-specific knowledge.
- Handles escalations from clients with a sense of urgency, ensuring their concerns are addressed promptly and effectively.

**Education & Experience** Recommended**
- Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 4-7 years of work experience, preferably in customer experience, account/ business management, or a related field or an advanced degree with 3-5 years of work experience.

**Preferred Certifications**
- IT Environment Management Certifications (ITIL, COBIT, TOGAF, Lean IT, or similar industry standard certification)
- Certified Technology Sales Professional (CTSP)

**Knowledge & Skills**
NA

**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity

**Impact & Scope**
- Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

**Complexity**
- Responds to moderately complex issues within established guidelines.

**Disclaimer

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