Job Title: Customer Success Manager
Salary Package: ₹22,000 – ₹35,000 a Month
Company Name: HP
Job Location: Mumbai, Maharashtra
Qualification : Bachelor’s Degree
Job Info:
Customer Success is the primary customer interface for Services & Solutions contracts, covering both managed print and personal systems managed services. Responsible for determining and monitoring initiatives to improve deal P&L performance and help customers obtain the optimum value of the contracted services.
Responsibilities:
- Prepare and drive successful renewal with pursuit/sales and respective SMEs
- Work with sales/pursuit on account business plan & customer success plan
- 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 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
- Proactively manage customer escalations and related customer communications in a proactive and /or timely manner
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