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 performance.Some level of skills with consultation 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 comparatively.Knowledge and Skills: Good communication skills. Fluency in English and local language mastery.Demonstrated account management using consultative selling or issue resolution skills.Responsible for supporting pre-sales, drive adoption, increase utilization.P&L management, up-sell and cross-sell PAN HP offerings, manage customer health, supports renewals.Strategic and long-term account planning skillsAbility to identify and effectively address customer business needs beyond the scope of their specific role.Preferred Skills:Expertise in MS Dynamics systems, tools and processes or equivalentCertified in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification)Impact and Scope:Multiple accounts local/globalResponsible for supporting pre-sales, drive adoption, increase utilization.P&L Management, up-sell and cross-sell PAN HP offerings, manage customer health, supports renewals.Complexity:ModerateMulti-country client management in the same region; customers are typically multi-million dollars companies.Education and Experience: Bachelor's degree in relevant area or demonstrated competence. Typically, 4-6 years of experienceJob -SalesSchedule -Full timeShift -No shift premium (Costa Rica)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.