HP – Customer Success Manager Services & Solutions – Meyrin, Geneva, Switzerland

February 28, 2023
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Job Description

Description –

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/sales
  • 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 strategic business review
  • Evaluate and close new upsell opportunities
  • Proactively manage customer escalations and related customer communications in a proactive and 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 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 development
  • Manages multiple customer accounts and deliverables moderately complex contracts and deals with integrators and partners
  • Industry-specific subject matter expertise to consult with customers on their next steps as a trusted advisor

Knowledge and Skills:

  • Experience in account management using consultative selling or issue resolution skills
  • Responsible for supporting pre-sales, driving adoption, increasing utilization
  • P&L management, up-sell and cross-sell PAN HP offerings, manage customer health, support renewals
  • At 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/global
  • Responsible for supporting pre-sales, driving adoption, increasing utilization
  • P&L Management, up-sell and cross-sell PAN HP offerings, manage customer health, support renewals

Education and Experience:

  • Bachelor’s degree in a relevant area or demonstrated competence. Typically 6-8 years of experience

#LI-POST

Job –

Sales

Schedule –

Full time

Shift –

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.