CSM Manager T1

CSM Manager T1Description -The T1 Global Services and Solution organization in is one of the organization looking after the biggest and most global accounts within hp and serves Managed Services Customers (Print and Personal System).This Management position is one of 3, 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, and will be based in the US.Close collaboration with Sales, Pursuit, Technical Pre-Sales, Service Delivery and other functions is key.This T1 CSM manager will manage a team of Customer Success Managers for T1 Accounts in the US and APJCustomer Success is the primary customer interface for managed services contracts, covering both managed print and personal systems managed services. Responsible for determining and minitoring initiatives to improve deal P&L performance and help customers obtain the optimum value of the contracted services.Responsibilities:Apply expert subject matter  knowledge to manage staff activities in solving most complex business/technical issues within established policies.Act as a key advisor to senior management on the development of overall policies and long-term goals of the organization.Plan, direct and monitor high-end operational/tactical activities of Staff.Staff members' primary focus is on either high-end tactical or broad  strategic issues or a combination of both. Lead 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 processAct as a key advisor to senior management on the development of overall policies and long-term goals of theorganization.Plan, direct and monitor accounts profitability and expansionsKnowledge 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 roleAbility to identify/recruit new talent that add new skills, knowledge & ideas resulting in new/improved team dynamicsExpertise 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 global T1 accounts managed by the CSM team in NWE and SEMAResponsible for supporting pre-sales, drive adoption, increase utilizationP&L Management, up-sell and cross-sell PAN HP offerings, manage customer health, lead renewalsManage, coach and transform a team of Customer Success ManagersDevelop and apply Customer Health and Growth strategies & partner with relevant functionsDrive highest Net Promotor ScoresLink into WW Customer 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 customer success management, 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 experience10+ years of Services experience10+ years of Sales experienceYears in Leadership roles with proven track record of transformationsFluent EnglishJob -SalesSchedule -Full timeShift -No shift premium (United States of America)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.