Customer Success Manager
- Heredia
- Permanente
- Tiempo completo
Responsible for managing overall service quality and customer relationship management resources, including manpower, internal assets and external vendors.
**_Key responsibilities:_**
- Partner with the Transition Team to drive success through initial onboarding, adoption and find value added to the customer.
- Performing a Strategic Account Planning and identifying, forecasting and mitigating risks
- Understand HP Products, their features, functions and solutions and understand how they can be used to solve problems and create solutions for your customers
- P&L Management: Secure the revenue and margin as well as the contract commitments, identify and nurture expansion opportunities (Up-sell and Cross-sell), improve tools and processes for faster turn-around
- Track customer KPI's (SOW, Up-Sell/Cross-Sell) and adoption to proactively work with customers on expansion, churn prevention and renewals.
- Maximize renewal rates by partnering with Pursuit to lead the contract renewal process with a focus on value-based outcome of HP products and solutions.
- Knowledge of outcome-based ales model.
- Consult with client stakeholders to understand their business strategies and goals, as well as their objectives, to align with HP solutions and deliver against the agreed success criteria.
- Become a trusted advisor to customer stakeholders at C-level
- Lead regular strategic business reviews to communicate progress against agreed success plans, address and mitigate risks and present innovation solutions.
**_
Knowledge & Skills:_**
- Mastery in English and local language as well as other languages as required.
- Identifying and addressing customer business needs and issues in the technology space desired.
- Proactive account management and service delivery desired.
- Experience in account management using consultative selling or issue resolution skills desired.
- Strategic and long-term account planning skills desired.
- Ability to identify and effectively address customer business needs beyond the scope of their specific role.
- Knowledge of MS Dynamics systems, tools and processes or equivalent.
- Strong MS Excel skills.
**_
Scope and Impact:_**
- Multiple accounts or very large single accounts - local/global.
- Responsible for supporting Pre-Sales, drive adoption, increase utilization.
- P&L Management, Up-sell and Cross-sell PAN HP Offerings, Manage Customer Health, Supports Renewals.
**_ Complexity:_**
- Multi Country client management in the same region, medium complexity of Customer portfolio in the industry.
(Customers are typically multi-million dollar companies).
- Mid to High complex portfolio of solutions.
**_ Education and Experience:_**
- Bachelor's degree (BA or BS) or equivalent
- MBA or equivalent preferred
- 8-10 years' experience in account leadership roles such as Sales, Pursuit and Delivery or Business Management or 2 to 3 years' experience in Customer Success role
- Experience working in a matrixed environment
- Experience working in an IT industry and a vertical industry preferred
- P&L, Sales and Business Management required
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