Industrial Print Customer Success Vice President and General Manager

Industrial Print Customer Success Vice President and General Manager

Description -

The Vice President and General Manager of Industrial Print Customer Success organization (IPCS) is an executive leadership role responsible for worldwide services and supplies business for HP Industrial Print business. (IP) 

This individual will be responsible for driving IPCS worldwide aftermarket business with our +6000 customers worldwide either directly or via channels.

The activities include:

• Managing IP customer journey delivering best in class and differentiated customer experience for HP Industrial Print products (HP Indigo, HP PageWide and HP Scitex).

• Defining IPCS strategy, portfolio and priorities for current year and long-term planning.

• Driving profitable growth of HP Industrial Print Service and Supplies P&L. Maximizing Customer lifetime value with IP presses and solutions.

• Managing a competitive cost structure thru Design for Serviceability and the deployment of innovative tools and technology.

• Enabling Industrial Print profitable growth with proactive and competitive services portfolio offerings.

Key Responsibilities

Lead and direct a high customer touch, dynamic business with 1,200+ employees spanning 40 countries bringing in more than $1B.  Set and execute IPCS worldwide support and services strategy to meet TCE, financials, and people objectives and goals.  Drive operational performance as well as long-term strategic plan.

• Manage the Profit & Loss (P&L) for IPCS.

• Growth profitably IPCS business.

• Actively partner with HP Indigo and HP Pagewide divisions and regions to define portfolio of products and services.  Build capabilities globally.

• Proactively engage with divisions in driving design for serviceability and in ensuring IPCS readiness for new products and new services.  Drive closed loop quality improvement across value chain.

• Partner with IP business and regional GTM leadership in making services a key driver for profitable growth, focusing on supplies, after market, and expansion of services and solutions.

• Develop and foster a growth mindset, highly engaged, and customer centric workforce.

• Deliver innovations in services and channel partners to scale the business.

• Drive the transformation of IPCS operations for best-in-class cost infrastructure and growth.

Education and Competencies

• Master Degree in Business or Engineering preferable.

• Minimum 20+ years of relevant industry and leadership experience.

• Strategic Leadership:  Ability to define, champion, and lead strategy and transformative changes across products and services portfolio.  Influential with customers, channel partners, vendors, and external influencers.

• Operational Leadership:  Ability to set objectives and goals and drive operational excellence to deliver consistently.  Anticipate and respond to competitive and business challenges and translate and respond timely.

• Financial Management Excellence:  Ability to manage effectively a global profit and loss aftermarket business.

• Change Leadership:  Ability to drive changes, take risks, build support for new ideas, operationalize and manage changes.

• People Leadership:  Ability to attract, develop, retain, inspire and lead employees at all levels, create and foster a high performing team at worldwide level.

• Personal Stamina:  Ability to adapt and scale up quickly, exhibit confidence, strong drive, set aggressive goals, and maintain composure under pressure.

HP’s Industrial Print Business (IP) is the HP business serving the graphics industry. IP serves multiple market segments, with a wide range of solutions and technologies, printing everything from book, to Labels, Flexible packaging or corrugated boxes. HP Industrial Print is placed number 1 or 2 in all of the diverse market segments it is active in.  As the leading digital print vendor in the graphics industry, we are the driving force behind the analog to digital transformation that is taking place. This is a long term transformation that is at different stages in various markets, but as a rule of thumb digital applications are growing three time faster than conventionally printed applications.  Our passion at HP Industrial print is for our customers, and relationships are mostly direct and long term, with some selling done through channels. Customer segments that we serve include Label & packaging, Commercial printing.

It’s not just about the press or the printer, but rather about a full set of graphics production solutions. To get to a finished product, you need a robust an