Global Customer Success Manager

Global 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. What a Global Customer Success Manager does at HP:Prepares and drives successful renewal with pursuit/sales and respective SMEs.Works with sales/pursuit on account business plan & customer success plan.Leads account kick-off – identifying/confirming customer success criteria – update customer success plan, expansion needs and identify key influencers and decision makers.Leads and manages 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 development.Proactively manage customer escalations and related customer communications in a proactive and /or timely manner.Accountable for P&L management, remediation, forecasting revenue, cost, growth, and success strategy.Ensures managed services and customer engagement meet or exceed all relevant KPIs.Leads and collaborates with SDM on asset specific data in HP systems to ensure accurate billing, reporting, and SLA performance.Demonstrated level of skills with consulting ability in solution selling and business development.Manages multiple customer accounts and deliverables moderately complex contracts and deals with integrators and partners.Industry specific subject matter expertise to consult with customer on their next steps as a trusted advisor.Multiple accounts or very large single accounts – local/global.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.Individuals who do well in this role at HP, usually possess:Bachelor's degree in relevant area or demonstrated competence.Typically 6-8 years of experience.Experience in 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.At least 1 certification preferred in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification).Sustainable impact is HP’s commitment to create positive, lasting change for the planet, its people, and our communities. This serves as a guiding principle for delivering on our corporate vision – to create technology that makes life better for everyone, everywhere.#Li-PostJob -SalesSchedule -Full timeShift -No Shift premium (Malaysia)Travel -Not SpecifiedRelocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.