HP Federal/Customer Success Manager

Description -

This position is tasked with the strategic oversight of key client relationships, with a focus on renewals, profitability, and expansion. It tackles challenges through industry knowledge and provides guidance to less experienced team members. Exhibiting advanced competencies in analytics, consulting, and strategic planning, this role advises clients to ensure their objectives are in sync with the company’s services, oversees performance indicators, and spearheads contract renewals. It emphasizes strategic partnerships, identifies growth prospects, and oversees the customer success framework.

Responsibilities
• Creates and executes the account business plan and customer success plan while working with the sales/pursuit team.
• Leads the account kick-off by identifying customer success criteria, updates customer success plans, and expansion needs, and identifies key influencers and decision-makers.
• Drives successful renewal efforts by collaborating closely with pursuit/sales and subject matter experts.
• Manages revenue forecasting, cost analysis, and growth strategy and monitors deal P&L performance to ensure the overall profitability of the deal.
• Addresses customer escalations and related communications in a timely and proactive manner.
• Identifies and leads initiatives to drive revenue growth within existing accounts, leveraging upsell, cross-sell, and expansion opportunities.
• Ensures managed services and customer engagement consistently exceed all relevant key performance indicators (KPIs).
• Acts as a trusted advisor while sharing industry-specific subject matter expertise with the customers.
• Conducts regular strategic business reviews with clients to evaluate their progress, demonstrate value, and identify areas for improvement.

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 7-10 years of work experience, preferably in customer experience, account/ business management, or a related field.

• Must have 5-7 years of Sales experience. Preferably IT, Software Sales working with the government.

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

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

Impact & Scope
Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.

Complexity
Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not …