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Customer Assurance Manager

3 months ago

Garden City, Michigan, United States HP Full time
HP Inc.

Customer Assurance Manager

Boise ,

Idaho

Apply Now

Applies technical subject matter knowledge to solve complex customer service issues and is regarded as a subject matter expert.

Solves complex problems where analysis of data requires evaluation of multiple factors including customer satisfaction, business priorities, and personnel management.

Leads functional project teams and drives participation in cross-functional initiatives. While utilizing their technical background, provides direction and leadership to process improvements and project management. Frequently represents the organization to external customers/clients.

Exercises significant independent judgment within broadly defined policies and practices to determine best method for achieving both customer and business objectives.


Location for this position:
United States

Key Responsibilities:


Leading post-sale support and driving deep strategic relationships for assigned key HP customers of significant scope and complexity at the country, region or worldwide level.

Working in a collaborative and a cohesive manner with key HP business units the CAM (Customer Assurance Manager) works across functions to lead solutions for customer problems, provides installed base performance data and analysis, proactive information including advisories and pre-alerts.

Responsible for retention and business growth by ensuring exceptional customer experiences and by proactively acting on indicators from the customer through direct feedback, customer assessment programs and through engagement with sales & support teams.

Responsible for the success of large deployments on assigned and non-assigned commercial accounts.

Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value.

Utilizes technical and business skills to lead complex cross functional activities that drive continuous growth of the services business
Provides mentoring and guidance to peers and lower level employees
Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes
Provides service requirements for product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.

Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth.

Responsible for revenue and margin contribution for multiple solutions or services.

Education and Experience Required:
Bachelor's Degree in Business Administration, Engineering or equivalent experience
Typically 8+ years to establish proven track record in Service Business Management
Basic experience in one of the related disciplines of delivery, solution architecting or business planning prior to taking business management role
Working knowledge of six sigma and 8D concepts.

Knowledge and Skills Required:


The successful candidate will be entirely customer centric, possess outstanding verbal and written communication skills, can lead teams to common goals, read and analyze data and have a prevention mindset.

Excellent relationship building skills
Familiar with effective salesmanship strategies
Able to engage across all levels within a customer account from IT department to C levels
Negotiation skills - ability to resolve complex post sale issues in assigned accounts
In depth knowledge of HP support and service processes
Thorough technical knowledge of common issues affecting commercial printing workflows within complex IT environments
Track record of direct customer interaction and successful problem resolution
Ability to create, interpret and deliver complex reporting
Medium level of planning, project management and change management skills. Project and change management training and certification as appropriate.
Ability to work under pressure and to drive urgency in external teams
Ability to work proactively to keep trends in focus for accounts
Some knowledge of HP sales & support structures
Able to track costs and actions for business accountability
Customer survey or relationship assessment program knowledge
ADM (Account Delivery Manager) or comparable experience a plus
Medium to high knowledge of IT and services industry.
In-depth knowledge of company organization and policies, HPS services offerings, end to end processes, tools, and routes to market.

Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames.

Excellent presentation skills. Ability to influence business functions, geographies, and build strong consensus. Impacts internal and external clients on WW basis.

Equal Opportunity Employer (EEO):
HP, Inc.

provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

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