Job type: Full-time

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Join the EMEA Personal Systems services and solutions team to help us drive the transformation of the business towards a contractual motion via our Managed Services offer – This is a new and rapidly growing business with HP requiring a new operating model end to end and new roles to manage the various phases of the customer engagement.

One of the key roles recently created is the role of Customer Success Manager, responsible for the management of the customers running on HP Managed Services and driving the deal financials (top and bottom line) as well as the adoption, expansion and renewal of the deal. This includes leading the HP team to deliver to our commitment on services, running Quarterly Success Reviews, monitoring customer satisfaction all while being a trusted advisor to the customer. The account you would be responsible for is a very large global deal.

We are now looking for a Customer Success Mgr (f/m) to join our team.

Your Responsibilities
  • Accountable for the financial performance of the contract - in terms of P&L
  • Plans and directs the delivery of contracted business activities throughout the contract’s lifecycle: from ADOPTION during the early stages of the transition to the RENEWAL
  • Responsible for driving the expansion of the account into more HP products/services in close collaboration with the Account Mgr
  • Accountable for customer satisfaction as part of the Customer Health scorecard
  • Lead more complex business negotiations of contract changes.
  • Coordinate solution, operational service, partner, and sub-contractor teams that deliver services to the customer.
  • As appropriate to the contract agreement, assure compliance with HP and customer’s HR, PR, legal, financial, ethics and government-related policies, strategies, and processes.
  • Direct the planning, assessment, and development of new business opportunities in partnership with HP sales.
  • Develop and nurture senior management or executive-level relationships with the customer.
  • Define Success Criteria with the customer to improve the health, performance, and business capabilities to drive the realization of the Customer Bussines outcomes.
  • Track, escalate, and plan for the remediation of blockers and provide feedback to the internal teams to further develop our solutions as appropriate.
  • A significant contributor to the development of long-term strategic account plan; leads substantial portions of the strategic account plan.
  • Proactively contribute to the customer’s business improvement, planning and budgeting process.
  • Develop strategies and processes with the customer in areas such as performance metrics and measures, escalation change management and communication.
  • Maintain effective communication with and between all functional areas of the account team, as well as with HP at large including its executive leaders.
What do we expect?
  • Fluent in German (native speaker), Swiss German and English.
  • Bachelors’ or master’s degree in business administration or similar.
  • 3-5 years of Client Management experience.
  • 10 + years of IT industry experience.
  • Proven track record of managing a larger, somewhat complex portfolio of services.
  • Business ownership and growth mindset, ability to drive Profit & Loss Management and Order Forecast.
  • Self-driven problem-solving attitude and a curious mind, willing to learn more and help others, with a roll-up sleeves attitude.
  • Strong Experience in large revenue deals to include a combination of multi-country/ business unit/product line.
  • Proven track record in business Profit & Loss management, financial concepts and contracts.
  • Experience in developing C-level customer relationships including very good negotiation, presentation and communication skills at executive levels across the business and IT stakeholders.
  • Proven track record in leading large, virtual teams.
  • Influential skills, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks. Note: Annuity Services comprised of sophisticated support services, out-tasking, or outsourcing
  • Demonstrate a broad knowledge of the service/managed services business and an understanding of general business management principles and practices, financial management, and multinational program management in this area.
What is in for you?

We are characterized by an extremely employee-oriented corporate culture - our HP Way. Above all, we put focus on mutual trust, openness and honesty in teams and our common goal is to provide the best quality and innovation to our customers.

In addition, we offer our employees flexible working hours, a competitive salary and future-oriented benefits such as company pension plans. We make equal opportunities, the achievement of work-life balance and constantly career options our goals.

You are convinced to be a perfect match? Then join our HP family and apply now!

About HP

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

So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making 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 is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong 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 bottom line. Come to HP and thrive!

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Deadline: 05-05-2024

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