"Customer Success is the primary customer interface for Device as a service (DAAS) contracts, covering predominantly personal systems with a remit to grow HP share of wallet or entire PAN portfolio.

Responsible for determining and monitoring initiatives to improve deal P&L performance and help customers obtain the optimum value of the contracted services.

Responsibilities

Be the forefront of client engagement and daily and escalation point for the customer

Be prepared to hot desk from client site once a week

Be prepared to work from an HP dedicated HP office once a week

Hold or planning to achieve a full driving license within the next 12 month

Orchestrate overall relationship with assigned clients, which will include, but is not limited to, driving adoption, ensuring retention, and enabling service subscription renewals, upsell and cross sell

Support the professional services team with scoping and selling follow-on and new service opportunities including and not limited to lifecycle, managed service and digitisation, driving increased penetration rates and attached services

Work with clients to build strategic account plans establishing critical goals to aid the customer in achieving their objectives

Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to the HP account team and externally to customer sponsors and executives

Establish regular cadence (weekly/monthly/quarterly/Semi-annually) with each assigned client to review executive dashboards and program status

Cement yourself as a trusted/strategic elite practitioner with customers and drive continued value of our products and services

Work cross-functionally with the HP account team (account manager, SP, OA, SDM ) to find opportunities for new usage of company services

Advocate customer needs/issues cross-departmentally and program-manage customer concerns

Assist and provide expert deployment and operational standard methodologies

Assist in workshops to help demonstrate to customers the full value of HP’s pan portfolio solutions and lead periodic meetings

Support the education services team in identifying and recommending staff training opportunities

Identify, in cooperation with the account team, the key success criteria for HP’s deployment and drive customer happiness

Act as the point of contact liaison for technical inquiries, issues, or escalations; includes working with support, product management, or other teams as needed to create solution roadmaps

Maintain current functional and technical knowledge of the HP’s platform and future PAN portfolio of services

Accountable for the financial performance of the contract - in terms of Revenue .

Margin and Growth potential on the portfolio of contracts.

Accountable for total customer experience

Establishes yearly budgets and controls expenses to achieve financial goals.

Leads business negotiations for run rate service enhancements

Directs solution, operational service, partner, and sub-contractor teams that deliver services to the customer.

Pro-actively contributes to the customer's business improvement, planning and budgeting process.

Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation, change management and communication.

Maintains effective communication with and between all functional areas of the account team, as well as with HP at large including its executive leaders.

Establishes and oversees a client governance structure that comprises comprehensive, coherent processes and communications between customer, HP, service providers, and partners.

Knowledge And Skills

Experience in account management using consultative selling or issue resolution skills

Responsible for supporting pre-sales, drive adoption, increase utilization

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

At least 1 certification preferred in IT environment management (ITIL, COBIT, TOGAF, Lean IT, or similar industry stand certification)

Impact And Scope

Multiple accounts or very large single accounts – local/global

Responsible for supporting pre-sales, drive adoption, increase utilization

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

Complexity

Moderate to high

Multi-country client management in the same region; customers are typically multi-million dollars companies

Education And Experience

Bachelor's degree in relevant area or demonstrated competence. Typically 6-8 years of experience

Languages: English, Flemish/Dutch and intermediate level French

About HP

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