Customer Success Manager

Customer Success ManagerDescription -Who we are?HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company and ranked 10 on the Fortune 500 list for 2012, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents.HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. At HP, we know that our people and values are the most important elements in this success. And we want you to add your voice and imagination to our mission.Diversity drives our innovation engine. Diverse teams create transformative solutions that better serve our customers and advance how the world works and lives.We’re reinventing the standard for diversity and inclusion — in how we operate as a company and impact society. Diversity is embedded in all we do, and every HP employee at every level plays a part. By valuing differences, we engage top industry talent to drive our company’s long-term success.What can we do together?Customer Success is the primary customer interface for managed services contracts, covering both managed print and personal systems managed services. Responsible for monitoring and setting lead initiatives to improve deal P&L performance and help customers getting the optimum value of the contracted services. As part of our expansion, we are looking for a new Customer Success Manager (CSM) who will oversee Device as a Service (DaaS/PC) customers.Key responsibilitiesDrive customer success outcomesGrow revenue in accounts through cross-sell and up-sell.Prepare and drive successful renewal with pursuit/sales and respective SMEs.Work 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 makers.Lead and manage customer business review working with SDM and reporting teams.With lead SDM 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.Ensure managed services and customer engagement meet or exceed all relevant KPIs.Lead and collaborate with SDM on asset specific data in HP systems to ensure accurate billing, reporting, and SLA performance.Knowledge & SkillsExperience in Identifying and addressing customer business needs and issues in the technology space desired.Experience in Proactive Account Management and service delivery desired.Knowledge in Account Management using Consultative selling or issue resolution skills desired.Experience and proven skills in managing and developing customer relationships.Experience in P&L management and describe/converse on key areas/structure of a P&LExperience in identifying and effectively address customer business needs beyond the scope of their specific role.Scope and ImpactCovering Global Multiple AccountsResponsible for Supporting Pre-Sales, Drive Adoption, Increase UtilizationP&L Management, Up-sell and Cross-sell PAN HP Offerings, Manage Customer Health, Supports RenewalsWho you are?Master's degree5+ years’ experience in account leadership roles such as Sales, Pursuit and Delivery or Business Management or 2 to 3 years’ experience in Customer Success RoleExperience working in a matrixed environmentExperience working in an IT industry and a vertical industry preferredP&L, Sales and Business Management requiredFluency in French and English languageWhy joining HP France?At HP France, you will be immersed in an inspiring workplace where all our people love to be, collaborate well together and where they can learn, grow and develop professionally as well as personally. We offer empowering responsibilities. You will have the opportunity to evolve through your commitment, your skills and your sense of initiative! This position can be the 1st step in a great career within our teams!Joining us also means a great work-life balance and benefits such as meal vouchers, discounts on HP products and more!Driven by a strong corporate culture, our employees are involved in numerous initiatives through internal networks (Next Gen, Women@hp, workplace well-being team, ect.) and external volunteering (Nos Quartiers ont du Talent, Hour of Code).HP is also committed to an equal opportunities policy, from recruitment to career development. Job offers are open to all, including people with disabilities.Our promise: To create a diverse and inclusive working environment! So, what are you waiting for?Based in Meudon (tramway T2 stop Brimborion), our campus offers collaborative, creative and ultra-connected open spaces#LI-POSTJob -SalesSchedule -Full timeShift -No shift premium (France)Travel -Relocation -EEO Tagline - HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.