Customer Success Management Lead - FranceDescription -Customer Success Country Lead will drive the Customer Success Manager's (CSM) team whose primary focus is the customer interface for managed services contracts, covering both managed print and personal systems managed services. He/She will be responsible for France's Services P&L, customer satisfaction and team talent development. The key objectives of the CSM team are determining and monitoring initiatives to improve deal P&L performance and help customers obtain the optimum value of the contracted services and driving upselling of the overall HP portfolio. The CSM Lead is reporting to the Head of Services and Solutions for the Southern Europe, Middle East and Africa region, as well as will be part of the France Leadership Team.Responsibilities:Lead the France CSM team to continue developing talent and delivering best in class business outcomesPartner with the End-User and Channel Sales TeamsPartner 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 metricsLead 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 people management skills in a transformation environmentDemonstrated 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: People developmentMultiple 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 companiesOversees matrixed team to sell and deliver client solutions (all business groups and third party/alliance partners)Education and Experience: Bachelor's degree in relevant area or demonstrated competence.Typically 10+ years of experienceJob -SalesSchedule -Full timeShift -No shift premium (France)Travel -25%Relocation -NoEEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.
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