Customer Success Manager

Boston, MA, United States

Customer Success Manager

Description -

This role can be located anywhere in New England, with a strong preference for candidates located in Massachusetts.

Job Summary:

Responsible for Solution/Services Adoption and Client Management including Annual Recurring Revenue/Profit Management, Growth, On-going Services Delivery Management with high customer health, low churn rate and high renewal rate. 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 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 Sales 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: Identifying and addressing customer business needs and issues in the technology space.

Experience in Proactive Account Management and service delivery.

Demonstrated Account Management using Consultative selling or issue resolution skills.

Strategic and long-term account planning skills.

At least 2 Certification in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification).

Expertise in both content and application of typical technology services portfolios to address customer needs.

Ability to identify and effectively address customer business needs beyond the scope of their specific role.

Proficient in MS Dynamics systems, tools and processes or equivalent.

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.

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.

HP offers a comprehensive benefits package, including:

• Dental insurance

• Disability insurance

• Employee assistance program

• Flexible schedule

• Flexible spending account

• Health insurance

• Life insurance

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The typical base pay range for this in NY is $130,550.00 -- $201,050.00 annually with additional opportunities for pay in the form of bonus and/or equity. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

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Job -

Sales

Schedule -

Full time

Shift -

No shift premium (United States of America)

Travel -

25%

Relocation -

No

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you'd like more information about HP's EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement