Client Success Manager

Client Success ManagerDescription -The Client Success Manager (CSM) position is a customer facing role, responsible for cultivating relationships with HP clients to successfully deliver Managed Services. The CSM will build client relations to gain in depth knowledge of the customer environment and related business objectives, to deliver HP’s world-class solutions in our high growth Managed Services business. Responsible for Solution/Services Adoption and Client Management including Annual Recurring Revenue/Profit Management, Growth, On-going Services Delivery Management with high customer health, low churn rate and high renewal rate. Responsible for managing overall service quality and customer relationship management, including manpower, internal assets and external vendors.Key responsibilities:Own the customer operational business relationship of large accounts, often with global/regional reach.Develop and nurture senior management relationships with the customer to achieve excellent customer satisfaction and Total Customer Experience (TCE)Act as the primary point of contact for operational & tactical issues, representing delivery of all in scope services to the customer including timely and cost-effective execution of Service Level Agreements (SLA’s) while identifying & recommending service delivery optimizationManage customer expectations by developing account specific customized performance metrics & reporting dashboardsConduct Strategic Account Business Reviews with key customer stakeholdersConsult 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 success criteria.Escalation and problem management, including gap analysis and development/implementation of corrective actions plans as requiredP&L management and financial oversight across a portfolio of accounts, including developing, implementing & monitoring expense controls as required to ensure profitability and continuous growth.Ability to effectively and proactively manage high risk projectsIdentify incremental revenue opportunities and support pursuit-upsell and expansion activitiesNegotiate with customer and work with internal legal liaisons as needed to draft contractual Amendments and Change OrdersAct as a team or project leader by providing supervisory and technical direction.Hires, leads, and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services and contractual deliverablesNegotiates with and manages 3rd party vendors contributing to contractual requirements.Develop & manage account service delivery plan and jointly contributes to sales led strategic account plans.Contribute to knowledge management capture, documentation & publication to drive organizational and service delivery maturityUnderstand customer at local, country, region & worldwide level to analyze delivery requirements & contribute to customer strategic business plan.Knowledge of outcome-based Sales model.Knowledge & Skills:Strong financial acumen as it relates to P&L managementAbility to team with various cross-cultural and cross-functional organizationsAbility to build & manage strong customer relationships at executive levelsAbility to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendationsAbility to prepare clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.Ability to proactively & effectively manage risk on high to very high risk projects.Excellent communication skills: verbal, written & presentation with the capability to represent HP at external customer & industry eventsCrisis, conflict & escalation managementAbility to develop & present high impact messages to internal and customer executive level managementExperience in Identifying and addressing customer business needs and issues in the technology space desired.Knowledge of MS Dynamics systems, tools and processes or equivalent.Scope and Impact: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.Customers are typically multi-million dollar companies with Mid to High complex portfolio of solutions.Education and Experience:Bachelor's degree [BA or BS] or equivalentMBA or Equivalent Preferred8-10 years’ experience in account leadership roles such as Sales, Pursuit and Delivery or Business Management or 2 to 3 years’ experience in Customer Success RoleITIL/ITSM knowledge.Multi-cultural and cross-country experience desired.Experience in project/program managementProven relationship management and influencing skillsExperience working in a matrixed environmentP&L, Sales and Business Management requiredHP offers a comprehensive benefits package, including:•  Dental insurance•  Disability insurance•  Employee assistance program•  Flexible schedule•  Flexible spending account•  Health insurance•  Life insuranceOur compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The typical base pay range for this role across the U.S. is $117,550 -- $180,700 annually with additional opportunities for pay in the form of bonus and/or equity. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.Job -SalesSchedule -Full timeShift -No shift premium (United States of America)Travel -25%Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.