customer success managerDescription -Job Summary• This role is responsible for strategic managements of important client relationships, focusing on renewals, profitability, and growth. The role addresses challenges using industry expertise and mentors junior employees. The role demonstrates advanced skills in analytics, consulting, and strategy planning.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.• Drives successful renewal efforts by collaborating closely with pursuit/sales and subject matter experts.• Manages revenue forecasting, cost analysis, and growth strategy and monitors deal P&L performance to ensure the overall profitability of the deal.• Addresses customer escalations and related communications in a timely and proactive manner.• Identifies and leads initiatives to drive revenue growth within existing accounts, leveraging upsell, cross-sell, and expansion opportunities.• Ensures managed services and customer engagement consistently exceed all relevant key performance indicators (KPIs).• Acts as a trusted advisor while sharing industry-specific subject matter expertise with the customers.• Conducts regular strategic business reviews with clients to evaluate their progress, demonstrate value, and identify areas for improvement.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 7-10 years of work experience, preferably in customer experience, account/ business management, or a related field.Preferred Certifications• IT Environment Management Certifications (ITIL, COBIT, TOGAF, Lean IT, or similar industry standard certification)• Certified Technology Sales Professional (CTSP)Knowledge & SkillsNACross-Org Skills• Effective Communication• Results Orientation• Learning Agility• Digital Fluency• Customer CentricityImpact & Scope• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.Complexity• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.Disclaimer• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. Job -SalesSchedule -Full timeShift -No shift premium (China)Travel -Relocation -Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement
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