Director Customer Success Experience and Strategy

3 weeks ago

Palo Alto, California, United States HP Inc. Full time

About the company:

HP - the company that founded the Silicon Valley is the leading printing and personal systems technology company in the world, and we are here to create technology that makes life better for everyone, everywhere. We apply new thinking and ideas to create more simple, valuable, and trusted experiences with technology, continuously improving the way our customers live and work.

HP's vision and promise are to engineer experiences that amaze our customers. With the heart, creativity, and energy of a startup, and the brain, muscles, and determination of a Fortune 100 corporation, operating in more than 170 countries, we continue to deliver ground-breaking new technologies to build on our 70+ year legacy of innovation.

HP's commitment to diversity, equity, and inclusion - it's just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you're more innovative and that helps grow our bottom line. Come to HP and thrive

About the position:

It is an exciting time to join HP's Consumer Services and Solutions (CSS) organization. This young organization is pivotal to transforming HP's business model from being a hallmark in transactional hardware to becoming a leader in lifelong relationships powered by subscription services.

Along with this, we're investing in the Customer Success function to establish more strategic muscles. The team exists to retain subscribers by providing premium, personal service; engage them with our CRM engine; and invite HP's consumer customers in a deeper relationship through the future HP app. Thus, staying with our customers at every step of the subscription journey, from enrolment, to setup, to ongoing maintenance and support.

As the Experience & Strategy director, you'll work across all Customer Success areas and be the counterpart for CSS Product and Growth strategy & priority discussions. In partnership with our peer organizations, you'll set strategic priorities and lead key initiatives across Customer Success that are in support of CSS's top priorities.

Based on customer value drivers and founded in business cases, you will...

  • Define and establish the rhythm and rituals of a real customer success practice.
  • Lead our retention activities.
  • Develop strategies and tactics that we execute in customer success, or that will flow into our CSS product development or CSS subscriber growth teams.

Together with our CSS Product team, you will determine a strategy, direction and an execution model for CSS's residual value & circularity activities.

As we grow our subscription offering, trade-in, refurb/recycle or 2nd life offerings will be needed. Together with the team, you will define and drive to implementation a residual value strategy and program that contributes to HP's Sustainability and Circularity goals and the need to make our offers more compelling to our consumer customers.

The successful candidate will have 10+ years of experience with a blend of project and program management and proven experience in driving innovation and change in support of customer or product driven strategies. A strong experience in data driven development of product and strategy concepts will help stand out.

Being grounded in operational and or sustainability concepts paired with business model acumen will help you develop the business cases to drive change.

If you're excited about being part of something new and fired up about establishing things from the grounds up w/o a blueprint or an existing structure, this may be the role for you to make your mark.

Key Responsibilities:

  • Define the key elements of an effective Consumer Customer Success practice and build the strategy and business plan for gradual implementation.
  • Evolve our retention & customer engagement activities so they are part of the overall customer success strategy, plan and execution.
  • Establish a consumer oriented circularity program to improve the economics and customer attractiveness of our subscription offering.
  • Partner with the Customer Success leader and represent across all Customer Success areas when there are new initiatives and/or needs for the portfolio of activities

Experience and Leadership behaviors

  • Typically, 7+ years of management experience, including leading global teams
  • Experience in product mgmt / product marketing, change mgmt, and /or strategy & planning with strong financial / business acumen.
  • Operational or service delivery experience and sustainability concepts a plus.
  • At ease with digital subscription business models, strong business model understanding.
  • Passionate about Customers and building great user experiences. Able and motivated to bring others to actions with insights and business cases you crystalize. At ease with CX methodologies.
  • Analytic and data driven with demonstrated ability to use key performance drivers to build strategies, influence others, and build plans to action them.
  • At ease with working through others and leveraging HP's vast set of capabilities across organizations like CXO, WS, D&TO or PS & Print
  • Proven leader with demonstrated ability to define, build and lead a structured approach to business execution and program establishment.
  • Collaborator across organizations and stakeholders incl. effective influencing of executive leaders and peers.
  • Proven ability of building diverse, inclusive high performing teams that win together

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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