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 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 $130,550 to $201,050 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