Customer Success is the primary customer interface for managed services contracts, covering managed print but with a view to onboarding personal systems managed service opportunities. Responsible for determining and monitoring initiatives to improve deal P&L performance and help customers obtain the optimum value of the contracted services. Driving loyalty within the client base and therefore long term customer retention. As a Sales leader the Manager of the CSM team will need to look to challenge the status quo, to inspire innovation and design a strategy that resonates with top customer success strategies. Ultimately providing our clients with a stellar customer experience
Responsibilities
* Strong sales leadership to and Sales management of the North West Europe (NWE) Market Print Customer Success Managers – with an engaging coaching mind set
* Taking the Customer Success Print team through the process of transformation to be proactive sales focused CSMs for our NWE client base and less reactive and seen as primarily operational resource
* Supporting on moving CSMs to a Pan HP, PS, Print & Poly approach towards our incumbent clients
* Building the right Customer Success team with the right profile through the CSM transformation journey – creating an effective team structure that produces results and surpasses expectations
* Partner with the transition leadership team to drive success through initial onboarding, adoption, and find added value to the customer
* Track customer KPIs and adoption to proactively work with customers on expansion, churn prevention, and renewals
* Maximize renewal rates by partnering with pursuit leadership to ensure the success of the teams contract renewal process with a focus on value-based outcome of HP products and solutions
* 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 upon metrics
* Ensure the team are holding regular strategic business reviews to communicate progress against agreed success plans, address and mitigate risks and present innovation solutions and take the leadership position within these reviews when appropriate
* Formation of cross and upsell selling strategies in line with the Global Customer Success Practice strategy
* Lead and drive best practices in customer success that positions HP as a market leader with customers and business analysts
* Develop and own customer success management process, including ARC goal setting, results driven targeting, and adherence to regulatory guidelines within HP
* Ensure TCV to Revenue conversion is met for each client contract by the CSM team
* Ensure robust cost control and management is adhered to and within targets that driver operational profit
Knowledge And Skills
* Experience in account management using consultative selling or issue resolution skills
* Strong interpersonal skills and the ability to lead and inspire their team to drive company growth
* Analytical thinker with keen problem solving; process development and improvement; as well as task planning and delegation skills
* Proven record of driving customer satisfaction and enhancing customer experience
* Supports pre-sales, adoption, and utilization activities – influencing to ensure correct engagement and slas towards the clients are met.
* P&L management, up-sell and cross-sell PAN HP offerings, manage customer health, supports renewals
* Strategic and long-term account planning skills
* Certified in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification) preferred
* Ability to identify and effectively address customer business needs beyond the scope of their specific role
* Expertise in MS Dynamics systems, tools and processes or equivalent
Impact And Scope
* Cluster Nordics and Benelux TCV to Revenue Conversion and Quota achievement
* 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
* High
* Multi-country team management within the clusters of BeNeLux and Nordics based
* Multi country customer base are typically multi-million dollars companies within the clusters o BeNeLux and Nordics coverage
* Oversees matrixed team to sell and deliver client solutions (all business groups and third party/alliance partners)
Education And Experience
* Typically 8-10 years of Sales, Account management experience
* Operational/project management experience
* Sales Team leadership (can be matrixed experience) or direct people management experience within a sales function
#J-18808-Ljbffr