As a Customer Success Manager (CSM) you will be supporting our customers as they transition from sales prospects through pursuit phase to active users of our printing and computing products, services, and solutions. You will be part of our Global Services and Solutions (Benelux team) focused on customer loyalty and building close long-term client relationships. As CSM you will be responsible for Services& Solutions Adoption, securing NPS, Customer Success and Service Delivery including Annual Recurring Revenue/Profit Management, Growth, On-going Services Delivery Management with high customer health, low churn rate and high renewal rate. Responsible for managing overall service quality and customer relationship management resources, including manpower, internal assets, and external vendors. 

Key responsibilities:

Drive customer success outcomes for the assigned portfolio- Direct or through System integrator for Print & Personal Systems Services and Solutions Business.

Grow revenue in accounts through cross-sell and up-sell techniques and initiatives.

Prepare and drive successful renewal with pursuit/sales and respective SMEs across the organization.

Apply Industry knowledge of outcome-based Sales model and methodology in a managed services environment- 

Work with sales/pursuit on account business plan & customer success plan to ensure customer outcomes are met and profitability of the account are in line with the approved guidelines.

Lead account kick-off – identifying/confirming customer success criteria – update customer success plan, expansion needs and identify key influencers and decision makers.

Lead and manage Strategic Business Reviews process working with Service Delivery Managers (SDM) and reporting teams using specific account growth planning tools (VMO/SBR self-service) drive effective business reviews including ROI and industry Subject Matter Experts for effective up sell opportunity development.

With lead SDM proactively manage customer escalations for delivery and financial topics in a proactive and /or timely manner

Accountable for P&L management, remediation, margin recovery forecasting revenue, cost, growth, and success strategy.

Ensure managed services and customer engagement meet or exceed all relevant KPIs in line with the contractual agreements.

Lead and collaborate with SDM on asset specific data in HP systems to ensure accurate billing, reporting, and SLA performance.   

Demonstrate expert level of skills with consulting ability in solution selling and business development. 

Manages multiple customer accounts and deliverables moderately complex contracts and deals with System integrators and Channel Business partners.  

Understand HP Products, their features, functions, and solutions and understand how they can be used to solve problems and create solutions for your customers.

Consult with client stakeholders to understand their business strategies and goals, as well as their objectives, to align with HP solutions and deliver against the agreed success criteria.

Become a trusted advisor to customer stakeholders at C-level.

Lead regular strategic business reviews to communicate progress against agreed success plans, address and mitigate risks and present innovation solutions.

Applies advanced subject matter knowledge to complex business issues and is regarded as a subject matter expert in post-sales environment. 

Works on complex problems/projects where analysis of situations or data requires an in-depth evaluation of multiple factors. 

Exercises significant independent judgment within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives.

Apply industry specific subject matter expertise to consult with customer on their next steps as a trusted advisor driving them through initial onboarding, adoption and find value added to the customer.

Knowledge & Skills:

Experience in Identifying and addressing customer business needs and issues in the technology space desired.

Experience in Proactive Account Management and service delivery desired.

Experience in Account Management using Consultative selling or issue resolution skills desired.

Experience in Strategic and long-term account planning skills desired.

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

Experience in both content and application of typical technology services portfolios to address customer needs desired.

Experience in identifying and effectively address customer business needs beyond the scope of their specific role.

Knowledge of MS Dynamics systems, tools, and processes or equivalent.

Scope and Impact:

Multiple Accounts-Channel or Direct and/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

 
Education and Experience

Bachelor's degree [BA or BS] or equivalent

3-5  years’ experience in account leadership roles such as Sales, Pursuit and Delivery or Business Management or 3-5 years’ experience in Customer Success Role.

Experience working in a matrixed environment.

Languages: English, Flemish/Dutch and intermediate level French

Experience working in an IT industry and a vertical industry preferred,

P&L, Sales and Business Development Management skillset required.

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.

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