Global Customer Success Manager

Description -

Job Summary
• This role is responsible for overseeing complex global deliverables, providing advanced industry expertise, and guiding strategic accounts. The role drives growth through proactive strategies, mentoring, and data-driven insights, while also contributing to solution selling and fostering a high level of customer satisfaction.

Responsibilities
• Drives successful renewal efforts by collaborating closely with pursuit/sales and subject matter experts.
• Creates and executes the account business plan and customer success plan while working with the sales/pursuit team.
• Manages complex global deliverables while handling customer escalations and communications with stakeholders in a timely manner.
• Leads account kick-off, updates success plans, and identifies expansion needs, and key influencers.
• Handles revenue forecasting, cost analysis, and growth strategy and monitors deal P&L performance ensuring managed services exceed KPIs.
• Acts as a trusted advisor while sharing advanced industry-specific subject matter expertise with the customers on their next steps.
• Identifies potential risks to client satisfaction and account retention, implementing proactive measures to mitigate these risks.
• Utilizes advanced data analytics to forecast trends, identify growth opportunities, and track customer success metrics.
• Demonstrates effective consulting skills to support solution selling and business development efforts.
• Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.

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 10+ years of work experience, preferably in customer experience, account/ business management, or a related field.

Preferred Certifications
• IT Environment Management Certifications (ITIL, COBIT, TOGAF, Lean IT, or similar industry standard certification)
• Certified Technology Sales Professional (CTSP)

Knowledge & Skills
NA

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

Impact & Scope
• Impacts large functions and leads large, cross-division functional teams or projects.

Complexity
• Provides highly innovative solutions to complex problems within established policy.

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 $139,000 to $200,000 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.

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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