Customer Success Manager Managed Services

Customer Success Manager Managed Services<p></p><p>Description -</p><p>Customer Success is the primary customer interface for Device as a service (DAAS) contracts, covering predominantly personal systems with a remit to grow HP share of wallet or entire PAN portfolio.</p><p>Responsible for determining and monitoring initiatives to improve deal P&amp;L performance and help customers obtain the optimum value of the contracted services.<br/><br/>Responsibilities: </p><ul><li><p>Be the forefront of client engagement and daily and escalation point for the customer</p></li><li><p>Be prepared to hot desk from client site once a week</p></li><li><p>Be prepared to work from an HP dedicated HP office once a week</p></li><li><p>Hold or planning to achieve a full driving license within the next 12 month</p></li><li><p>Orchestrate overall relationship with assigned clients, which will include, but is not limited to, driving adoption, ensuring retention, and enabling service subscription renewals, upsell and cross sell</p></li><li><p>Support the professional services team with scoping and selling follow-on and new service opportunities including and not limited to lifecycle, managed service and digitisation, driving increased penetration rates and attached services</p></li><li><p>Work with clients to build strategic account plans establishing critical goals to aid the customer in achieving their objectives</p></li><li><p>Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to the HP account team and externally to customer sponsors and executives</p></li><li><p>Establish regular cadence (weekly/monthly/quarterly/Semi-annually) with each assigned client to review executive dashboards and program status</p></li><li><p>Cement yourself as a trusted/strategic elite practitioner with customers and drive continued value of our products and services</p></li><li><p>Work cross-functionally with the HP account team (account manager, SP, OA, SDM ) to find opportunities for new usage of company services</p></li><li><p>Advocate customer needs/issues cross-departmentally and program-manage customer concerns</p></li><li><p>Assist and provide expert deployment and operational standard methodologies</p></li><li><p>Assist in workshops to help demonstrate to customers the full value of HP’s pan portfolio solutions and lead periodic meetings  </p></li><li><p>Support the education services team in identifying and recommending staff training opportunities</p></li><li><p>Identify, in cooperation with the account team, the key success criteria for HP’s deployment and drive customer happiness</p></li><li><p>Act as the point of contact liaison for technical inquiries, issues, or escalations; includes working with support, product management, or other teams as needed to create solution roadmaps</p></li><li><p>Maintain current functional and technical knowledge of the HP’s platform and future PAN portfolio of services</p></li><li><p>Accountable for the financial performance of the contract - in terms of Revenue .</p></li><li><p>Margin and Growth potential on the portfolio of contracts.</p></li><li><p>Accountable for total customer experience</p></li><li><p>Establishes yearly budgets and controls expenses to achieve financial goals.</p></li><li><p>Leads business negotiations for run rate service enhancements &lt;£1 Mil.</p></li><li><p>Directs solution, operational service, partner, and sub-contractor teams that deliver services to the customer.</p></li><li><p>Pro-actively contributes to the customer's business improvement, planning and budgeting process.</p></li><li><p>Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation, change management and communication.</p></li><li><p>Maintains effective communication with and between all functional areas of the account team, as well as with HP at large including its executive leaders.</p></li><li><p>Establishes and oversees a client governance structure that comprises comprehensive, coherent processes and communications between customer, HP, service providers, and partners.</p></li></ul><p><br/>Knowledge and Skills: </p><ul><li><p>Experience in account management using consultative selling or issue resolution skills</p></li><li><p>Responsible for supporting pre-sales, drive adoption, increase utilization</p></li><li><p>P&amp;L management, up-sell and cross-sell PAN HP offerings, manage customer health, supports renewals</p></li><li><p>At least 1 certification preferred in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification)</p></li></ul><p><br/>Impact and Scope:</p><ul><li><p>Multiple accounts or very large single accounts – local/global</p></li><li><p>Responsible for supporting pre-sales, drive adoption, increase utilization</p></li><li><p>P&amp;L Management, up-sell and cross-sell PAN HP offerings, manage customer health, supports renewals</p></li><