Global Customer Success Manager

2 weeks ago


Albany, United States Hewlett Packard Full time

**Job Summary**
This role is responsible for overseeing complex global deliverables, providing advanced industry expertise, and guiding HP's largest strategic accounts. The role drives growth through proactive strategies, mentoring, and data-driven insights, while also contributing to solution selling and fostering a high level of customer satisfaction.

**Responsibilities**
- Creates and executes the account business plan and customer success plan while working with the sales/pursuit team.
- Manages complex global deliverables while handling customer escalations and communications with stakeholders in a timely manner.
- Leads account kick-off, updates success plans, and identifies expansion needs, and key influencers.
- Handles revenue forecasting, cost analysis, and growth strategy and monitors deal P&L performance ensuring managed services exceed KPIs.
- Identifies potential risks to client satisfaction and account retention, implementing proactive measures to mitigate these risks.
- Utilizes advanced data analytics to forecast trends, identify growth opportunities, and track customer success metrics.
- Demonstrates effective consulting skills to support solution selling and business development efforts.
- Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.

**Education & Experience**
- Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 10+ years of work experience, preferably in customer success, account/ business management, or a related field.
- Managed Services experience preferred.

**Preferred Certifications**
- IT Environment Management Certifications (ITIL, COBIT, TOGAF, Lean IT, or similar industry standard certification)
- Certified Technology Sales Professional (CTSP)

**Cross-Org Skills**
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity

**Impact & Scope**
- Impacts large functions and leads large, cross-division functional teams or projects.

**Disclaimer**

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 **$133,000.00 - $204,800.00 **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.



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