Federal Customer Success Manager

Description -

All work locations near major airports within the US will be considered.

This role is responsible for ensuring the satisfaction and retention of customers while handling multiple small/medium accounts. The role guides customers through their journey with the company's products or services, addressing their needs, resolving concerns, and maximizing their overall experience. The role supports monitoring of initiatives to improve deal P&L performance.

Responsibilities
• Maintains a high level of customer loyalty and builds strong relationships with existing assigned clients based on trust and integrity.
• Handles multiple small/medium accounts, requiring adept management skills to ensure successful outcomes and customer satisfaction.
• Performs analysis to forecast deal revenue, cost, and growth and monitors deal financial performance, suggests remediations as necessary.
• Drives successful contract renewals for small accounts, collaborating closely with pursuit and sales subject matter experts.
• Supports account kick-off by identifying customer success criteria, updates customer success plans, and expansion needs, and identifies key influencers and decision-makers.
• Effectively manage fleet and contractual expiration, ensuring everything is controlled and organized.
• Works closely with sales and product teams to ensure alignment in customer strategies, product roadmaps, and expansion opportunities.
• Interacts with clients and sales teams regularly to provide updates on overall customer health and deliverables.
• Engages with sales teams during deal creation, contract renewal and extension, and negotiation process.

Education & Experience Recommended
• Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 2-4 years of work experience, preferably in customer experience, account/ business management, or a related field or an advanced degree with little or no work experience.

• Must have 1-2 sales experience. Preferably with I.T. or Software with Government.

Preferred Certifications
• Certified Technology Sales Professional (CTSP)

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity

Responds to routine issues within established guidelines.

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

The on-target earnings (OTE) range for this role is $70,800 to $104,750 annually, with a 80/20 (salary/incentive) mix. There are additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only).  Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including; 
  • 4-12 weeks fully paid parental leave based on tenure
  • 13 paid holidays
  • 15 days paid time off (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job Posting Expiration Date: 09/23/2024

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement