Customer Success Manager

2 weeks ago

Reading Berkshire, United Kingdom Hewlett Packard Full time

This role is responsible for creating and executing account business plans and customer success plans while handling monitoring and analyzing deal’s P&L performance to ensure overall success. The role supports the end-to-end execution of deals including proposal, negotiation, delivery, contract renewal etc. This role will cover the UK and Ireland and be a part of a larger Customer success team covering North West Europe.

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.
• Handles revenue forecasting, cost analysis, growth strategy and monitors deal P&L performance to ensure the overall profitability of the deal.
• Ensures managed services and customer engagement consistently exceed all relevant KPIs.
• Addresses customer escalations and related communications in a timely and proactive manner.
• Engages with sales teams during deal creation, contract renewal and extension, and negotiation process.
• Supports solution selling and business development efforts using consulting skills.
• Communicates effectively about what other customers in their industry are doing, while utilizing industry-specific knowledge.
• Handles escalations from clients with a sense of urgency, ensuring their concerns are addressed promptly and effectively.

Education & Experience Recommended


• Education in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 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

Experience in account management using consultative selling or issue resolution skills.

Responsible for supporting pre-sales, drive adoption, increase utilization of HP Service.

P&L management, up-sell and cross-sell PAN HP offerings, manage customer health, supports renewals.

Responds to moderately complex issues within established guidelines.

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.


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

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. #J-18808-Ljbffr

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