Customer Success Manager - Germany

Customer Success Manager - GermanyDescription -The German Services and Solution organization in is one of the largest country organizations, within hp and serves Managed Services Customers (Print and Personal System). This organization belongs to Central & Eastern Europe and reports into the CEE Head of Services and Solution.  This Management position is one of 2, in transforming our current Customer Success Management Organization into an ‘Adoption, Expansion & Renewal’ determined organization, who is also owning the P&L of the managed services accounts.Close collaboration with Sales, Pursuit, Technical Pre-Sales, Service Delivery and other functions is key.Responsibilities:Partner with the transition team to drive success through initial onboarding, adoption, and find added value to the customerTrack customer KPIs and adoption to proactively work with customers on expansion, churn prevention, and renewalsMaximize renewal rates by partnering with pursuit to lead the contract renewal process with a focus on value-based outcome of HP products and solutionsConsult with client stakeholders to understand their business strategies and goals, as well as their objectives, to align with HP solutions and deliver against the agreed upon metrics - Align and Partner with Sales.Lead regular strategic business reviews to communicate progress against agreed success plans, address and mitigate risks and present innovation solutionsLead and drive best practices in customer success that positions HP as a market leader with customers and business analystsDevelop and own customer success management process, including ARC goal setting, results driven targeting, and adherence to regulatory guidelines within HPEncourage sharing behavior with customer success market leads that helps develop a single view of customer success globallyOwn business approvals and ensure HP financial performance targets are achieved/exceededResponsible for ensuring all customer success managers follow signatory guidelines and approval processKnowledge and Skills: Demonstrated account management using outcome based 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 skillsIdeally Certified 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 equivalentNetworking and partnering with key internal organizations e.g. Service Delivery, Sales, Technical Services, etc.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, (co-) leads renewalsManage, coach and transform a team of Client Success ManagersDevelop and apply Customer Health and Growth strategies & partner with relevant functionsDrive highest Net Promotor ScoresLink into WW Client Success Mgmt. PracticeDrive Customer obsession  Cooperating with key partners (Finance/Sales/Delivery/Pricing/Legal/Customer Operations/GBU and Category)Ensure compliancyRole is on variable pay 80/20Complexity:HighMulti-country client management in the same region; customers are typically multi-million dollars companiesOversees matrixed team to sell and deliver client solutions (all business groups and third party/alliance partners)50 % travelEducation and Experience: Bachelor's degree in relevant area or demonstrated competence. Typically 10+ years of experience10+ years of Services experience10+ years of Sales experienceYears in Leadership roles with proven track record of transformationsFluent EnglishJob -SalesSchedule -Full timeShift -HP Standard, TSG MCTS + FLEX (Germany)Travel -50%Relocation -YesEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.