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Customer Success Manager

$131k - $201k
Quad Cities Metropolitan Area
Remote 🌴
Full-time
10001+
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🔴 Closes on: 
May 16

Job Description

3127414

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 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 outcomes 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 innovative 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 Certifications in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry standard 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.

Apply Now
🔴 Closes on: 
May 16
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