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Client Success Manager (Operation and Sales Management) Los Angeles, CA Metro Area

HPCareers HP

HP aims to create engineering experiences that not only amaze, but inspire people around the world to interact and invent in ways that ultimately improve lives.

Preffered locations are San Francisco Bay Area, Los Angeles Metro CA,

Job Summary:
The Client Success Manager (CSM) position is a customer facing role, responsible for cultivating relationships with HP clients to successfully deliver Managed Services. The CSM will build client relations to gain in depth knowledge of the customer environment and related business objectives, to deliver HP’s world-class solutions in our high growth Managed Services business. 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:

  • Own the customer operational business relationship of large accounts, often with global/regional reach.
  • Develop and nurture senior management relationships with the customer to achieve excellent customer satisfaction and Total Customer Experience (TCE)
  • Act as the primary point of contact for operational & tactical issues, representing delivery of all in scope services to the customer including timely and cost-effective execution of Service Level Agreements (SLA’s) while identifying & recommending service delivery optimization
  • Manage customer expectations by developing account specific customized performance metrics & reporting dashboards
  • Conduct Strategic Account Business Reviews with key customer stakeholders
  • 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.
  • Escalation and problem management, including gap analysis and development/implementation of corrective actions plans as required
  • P&L management and financial oversight across a portfolio of accounts, including developing, implementing & monitoring expense controls as required to ensure profitability and continuous growth.
  • Ability to effectively and proactively manage high risk projects
  • Identify incremental revenue opportunities and support pursuit-upsell and expansion activities
  • Negotiate with customer and work with internal legal liaisons as needed to draft contractual Amendments and Change Orders
  • Act as a team or project leader by providing supervisory and technical direction.
  • Hires, leads, and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services and contractual deliverables
  • Negotiates with and manages 3rd party vendors contributing to contractual requirements.
  • Develop & manage account service delivery plan and jointly contributes to sales led strategic account plans.
  • Contribute to knowledge management capture, documentation & publication to drive organizational and service delivery maturity
  • Understand customer at local, country, region & worldwide level to analyze delivery requirements & contribute to customer strategic business plan.
  • Knowledge of outcome-based Sales model.

Knowledge & Skills:

  • Strong financial acumen as it relates to P&L management
  • Ability to team with various cross-cultural and cross-functional organizations
  • Ability to build & manage strong customer relationships at executive levels
  • Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations
  • Ability to prepare clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.
  • Ability to proactively & effectively manage risk on high to very high risk projects.
  • Excellent communication skills: verbal, written & presentation with the capability to represent HP at external customer & industry events
  • Crisis, conflict & escalation management
  • Ability to develop & present high impact messages to internal and customer executive level management
  • Experience in Identifying and addressing customer business needs and issues in the technology space desired.
  • Knowledge of 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.
  • Mid to 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
  • 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
  • ITIL/ITSM knowledge.
  • Multi-cultural and cross-country experience desired.
  • Experience in project/program management
  • Proven relationship management and influencing skills
  • Experience working in a matrixed environment
  • P&L, Sales and Business Management required

Where legally permitted, an offer of employment is conditional upon you providing proof that you are fully vaccinated against COVID-19 (as defined by the CDC) as of your first day of employment. HP is an equal opportunity employer: https://tbcdn.talentbrew.com/company/3544/v1_0/PDFs/HP%20Inc%20EEO%20Policy%20Statement%202017_Final_signed.pdf

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About HP

You’re out to reimagine and reinvent what’s possible-in your career as well as the world around you.

Soare we. We love taking on tough challenges, disrupting the status quo,and creating what’s next. We’re in search of talented people who areinspired by big challenges, driven to learn and grow, and dedicated tomaking a meaningful difference.

HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

Our history: HP’s commitment to diversity, equity and inclusion – it’s just who we are.

From the boardroom to factory floor, we create a culture where everyone isrespected and where people can be themselves, while being a part ofsomething bigger than themselves. We celebrate the notion that you canbelong at HP and bring your authentic self to work each and every day.When you do that, you’re more innovative and that helps grow our bottomline. Come to HP and thrive!

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Client Success Manager (Operation and Sales Management) Los Angeles, CA Metro Area

To apply for the job click here

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HP

HP aims to create engineering experiences that not only amaze, but inspire people around the world to interact and invent in ways that ultimately improve lives.

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