Senior Manager - Customer Success

Description -

Job Summary
• This role oversees the teams' performance metrics, ensuring all targets are met to contribute to the organization's success. The role consults with clients to align their goals with the organization's offerings, tracking performance metrics, and leading contract renewals. The role focuses on strategic collaboration, expansion opportunities, and managing customer success processes.

Responsibilities
• Consult with client stakeholders to understand their business strategies, goals, and objectives, align with the organization’s offerings, and deliver against the agreed-upon metrics.
• Partners with the transition team to successfully help the customer through initial onboarding and adoption.
• Tracks customer KPIs and adoption rates to proactively work with customers on expansion opportunities, renewals, and churn prevention.
• Leads the contract renewal process in collaboration with the pursuit team to maximize renewal rates, focusing on providing value-based output to the client.
• Leads high-level strategic business reviews with clients, focusing on value realization, business impact, and future opportunities.
• Collaborates closely with sales, marketing, product, and other teams to ensure a coordinated and holistic approach to customer success.
• Identifies opportunities for account expansion, upselling additional products or services, and increasing the organization's revenue.
• Develops and owns customer success management process, including goal setting, results-driven targeting, and adherence to regulatory guidelines.
• Evaluate and improve customer success processes and methodologies for enhanced efficiency and effectiveness.
• Owns business approvals and ensures the organization’s financial performance targets are achieved/exceeded.

Education & Experience Recommended
• Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline, commensurate work experience, or demonstrated competence.
• Typically has 10+ years of job-related experience or 8-10 years of management 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
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts large functions and leads projects requiring knowledge of multiple disciplines or areas of HP.

Complexity
• Uses managerial concepts and company objectives to resolve highly complex issues in creative and effective ways. May achieve goals through subordinate supervisors.

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 $161,600 to $234,000 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