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 minitoring 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-service and/or leveraging the VMO lite and full platform to drive effective business reviews including ROI and industry SME for effective up sell opportunity developmentWith 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 performance  Ability to manage global complex deliverables.Advanced Industry specific subject matter expertise to consult with customer on their next steps as a trusted advisorKnowledge 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 renewalsAt least 2 certifications preferred in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification)Impact and Scope: Multiple accounts or very large single 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:HighMulti-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 10+ years of experienceJob -SalesSchedule -Full timeShift -No shift premium (India)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.