Client Success Manager Jobs

The Client Success Manager (CSM) position is a customer facing role, responsible for cultivating relationships with HP clients to successfully deliver Managed Services. The CSM will build client relations to gain in depth knowledge of the customer environment and related business objectives, to deliver HP’s world-class solutions in our high growth Managed Services business. Responsible for Solution/Services Adoption and Client Management 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, including manpower, internal assets and external vendors.
Key responsibilities:

• Negotiates with and manages 3rd party vendors contributing to contractual requirements.
• 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.
• Contribute to knowledge management capture, documentation & publication to drive organizational and service delivery maturity
• Conduct Strategic Account Business Reviews with key customer stakeholders
• Develop and nurture senior management relationships with the customer to achieve excellent customer satisfaction and Total Customer Experience (TCE)
• Manage customer expectations by developing account specific customized performance metrics & reporting dashboards
• Escalation and problem management, including gap analysis and development/implementation of corrective actions plans as required
• Hires, leads, and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services and contractual deliverables
• Understand customer at local, country, region & worldwide level to analyze delivery requirements & contribute to customer strategic business plan.
• Identify incremental revenue opportunities and support pursuit-upsell and expansion activities
• Negotiate with customer and work with internal legal liaisons as needed to draft contractual Amendments and Change Orders
• Act as the primary point of contact for operational & tactical issues, representing delivery of all in scope services to the customer including timely and cost-effective execution of Service Level Agreements (SLA’s) while identifying & recommending service delivery optimization
• P&L management and financial oversight across a portfolio of accounts, including developing, implementing & monitoring expense controls as required to ensure profitability and continuous growth.
• Own the customer operational business relationship of large accounts, often with global/regional reach.
• Develop & manage account service delivery plan and jointly contributes to sales led strategic account plans.
• Ability to effectively and proactively manage high risk projects
• Act as a team or project leader by providing supervisory and technical direction.
• Knowledge of outcome-based Sales model.

Knowledge & Skills:

• Excellent communication skills: verbal, written & presentation with the capability to represent HP at external customer & industry events
• Ability to build & manage strong customer relationships at executive levels
• Ability to proactively & effectively manage risk on high to very high risk projects.
• Ability to team with various cross-cultural and cross-functional organizations
• Experience in Identifying and addressing customer business needs and issues in the technology space desired.
• Strong financial acumen as it relates to P&L management
• Ability to prepare clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.
• Knowledge of MS Dynamics systems, tools and processes or equivalent.
• Crisis, conflict & escalation management
• Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations
• Ability to develop & present high impact messages to internal and customer executive level management

Scope and Impact:

• Multiple Accounts or very large single accounts – local/global.
• Customers are typically multi-million dollar companies with Mid to High complex portfolio of solutions.
• P&L Management, Up-sell and Cross-sell PAN HP Offerings, Manage Customer Health, Supports Renewals.
• Responsible for Supporting Pre-Sales, Drive Adoption, Increase Utilization.

Education and Experience:

• P&L, Sales and Business Management required
• Bachelor's degree [BA or BS] or equivalent
• Experience working in a matrixed environment
• Proven relationship management and influencing skills
• 8-10 years’ experience in account leadership roles such as Sales, Pursuit and Delivery or Business Management or 2 to 3 years’ experience in Customer Success Role
• Multi-cultural and cross-country experience desired.
• Experience in project/program management
• MBA or Equivalent Preferred
• ITIL/ITSM knowledge.

HP offers a comprehensive benefits package, including:

• Dental insurance
• Flexible spending account
• Life insurance
• Flexible schedule
• Health insurance
• Disability insurance
• Employee assistance program

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The typical base pay range for this role across the U.S. is $117,550 - $180,700 annually with additional opportunities for pay in the form of bonus and/or equity. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.