Manager - Customer Succuess - IT

Customer Succuess Manager

Our client is the world's leading personal systems and printing company, developed and provided a wide variety of hardware components, as well as software and related services to consumers,small and medium-sized businesses, and large enterprises, including customers in the government, health, and education sectors.

- 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, drive renewals.

- Drive SOW expansion and generate upsell & cross sell opportunities.

- Work with sales/pursuit on account business plan & customer success plan.

- Lead account kick-off - identifying/confirming customer success criteria - update customer success plan, expansion needs and identify key influencers and decision makers

- Lead and manage 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

- Ensure managed services and customer engagement meet or exceed all relevant KPIs

- Monitor and collaborate with SDM on asset specific data in HP systems to ensure accurate billing, reporting, and SLA performance

- Demonstrated level of skills with consultating 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