Customer Success Manager

Customer Success ManagerDescription -Customer Success is the primary customer interface for managed services contracts, covering both managed print and personal systems managed services. Responsible for determining and monitoring initiatives to improve deal P&L performance and help customers obtain the optimum value of the contracted services.Responsibilities:Prepare and drive successful renewal with pursuit/sales and respective SMEsWork with sales/pursuit on account business plan & customer success planLead account kick-off – identifying/confirming customer success criteria – update customer success plan, expansion needs and identify key influencers and decision makersLead and manage SBR process working with SDM and reporting teams using VMO/SBR self-serviceWith lead SDM proactively manage customer escalations – and related customer communications in a proactive and /or timely mannerAccountable for P&L management, remediation, forecasting revenue, cost, growth, and success strategyEnsure managed services and customer engagement meet or exceed all relevant KPIsLead and collaborate with SDM on asset specific data in HP systems to ensure accurate billing, reporting, and SLA performanceSome level of skills with consultating ability in solution selling and business developmentSome industry specific knowledge as an SME and able to speak to the customer about what other customers in their industry are doing comparativelyKnowledge and Skills: Demonstrated account management using consultative selling or issue resolution skillsResponsible for supporting pre-sales, drive adoption, increase utilizationP&L management, up-sell and cross-sell PAN HP offerings, manage customer health, supports renewalsStrategic and long-term account planning skillsCertified in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification)Ability to identify and effectively address customer business needs beyond the scope of their specific roleExpertise in MS Dynamics systems, tools and processes or equivalentImpact and Scope:Multiple accounts local/globalResponsible for supporting pre-sales, drive adoption, increase utilizationP&L Management, up-sell and cross-sell PAN HP offerings, manage customer health, supports renewalsComplexity:ModerateMulti-country client management in the same region; customers are typically multi-million dollars companiesEducation and Experience: Bachelor's degree in relevant area or demonstrated competence. Typically 4-6 years of experience#LI-POSTJob -SalesSchedule -Full timeShift -No shift premium (India)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.