Customer Success Manager Services & Solutions

Customer Success Manager Services & SolutionsDescription -Customer Success is the primary customer interface for managed services contracts, covering both Managed Print and Personal Systems Managed Services. She/he is 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/salesWork 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 strategic business reviewEvaluate and close new upsell opportunitiesProactively manage customer escalations and related customer communications in a proactive and 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 Service Delivery Manager 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 developmentManages 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 advisorKnowledge and Skills: Experience in 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 renewalsAt least 1 certification preferred in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification)Fluency in English and French (speaking and writing)Impact and Scope:Multiple 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 renewalsEducation and Experience:Bachelor's degree in relevant area or demonstrated competence. Typically 6-8 years of experience#LI-POSTJob -SalesSchedule -Full timeShift -Eligible for Overtime, Special Work times, Emergency and Ordered assignments (Switzerland)Travel -50%Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.