Customer Success is the primary customer interface for Workforce Services & Solutions contracts, covering both managed print and personal systems managed services. Responsible for driving Account Level ( Revenue & margin), Account growth ( Renewals, upsell & cross sell), customer experience and help customers obtain the optimum value of the contracted services.
Responsibilities:
- Prepare and drive successful Renewal.
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Drive SOW expansion and generate upsell & cross sell opportunities.
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Work with sales/pursuit on account business plan & customer success plan.
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Lead account kick-off – identifying/confirming customer success criteria – update customer success plan, expansion needs and identify key influencers and decision makers
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Lead and manage SBR process working with SDM and reporting teams using VMO/SBR self-service and/or leveraging the VMO lite and full platform to drive effective business reviews including ROI and industry SME for effective up sell opportunity development
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Proactively manage customer escalations and related customer communications in a proactive and /or timely manner
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Accountable for P&L management, remediation, forecasting revenue, cost, growth, and success strategy
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Ensure managed services and customer engagement meet or exceed all relevant KPIs
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Monitor and collaborate with SDM on asset specific data in HP systems to ensure accurate billing, reporting, and SLA performance
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Demonstrated level of skills with consultating ability in solution selling and business development
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Manages multiple customer accounts and deliverables moderately complex contracts and deals with integrators and partners
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Industry specific subject matter expertise to consult with customer on their next steps as a trusted advisor
Knowledge and Skills:
- Experience in account management using consultative selling or issue resolution skills
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Responsible for supporting pre-sales, drive adoption, increase utilization
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P&L management, up-sell and cross-sell PAN HP offerings, manage customer health, drive renewals.
Impact and Scope:
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Multiple accounts or very large single accounts – local/global
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Responsible for supporting pre-sales, drive adoption, increase utilization
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P&L Management, up-sell and cross-sell PAN HP offerings, manage customer health, drive renewals
Complexity:
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Moderate to high
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Multi-country client management in the same region; customers are typically multi-million dollars companies
Education and Experience:
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Master's degree in relevant area or demonstrated competence. Typically 8-12 years of experience
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