Customer Success Expansion Strategy Lead

1 week ago

Boise, Idaho, United States HP Development Company, L.P. Full time
Job Summary

HP is seeking a highly skilled Customer Success Expansion Strategy Lead to join our team. As a key member of our Customer Success practice, you will be responsible for managing the Expansion service segment strategy for HP's Managed Services Customer Success practice.

Key Responsibilities
  • Define, track, and evaluate planning and strategies for customer expansion of HP Contractual Services & Solutions over the entire lifecycle, including conformance to pricing strategies, end-to-end service delivery, sales readiness, and associated processes.
  • Represent Services and Solution core teams and provide relevant requirements into services portfolio development and stages/phases.
  • Engage with field teams, GBUs, and other departments to drive results.
  • Work with Portfolio teams to ensure solutions meet customers' expected outcomes value.
  • Refine and build enterprise customer engagement best practices and processes and identify opportunities to improve our Customer Success operating model and tools.
  • Work 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.
  • Optimize, manage, and oversee all relevant execution processes, making the customer experience as smooth as possible while optimizing customer satisfaction and expected outcomes.
  • Provide meaningful insights to HP Executive Leadership to drive profitable growth and industry-leading Services customer experiences.
  • Utilize in-depth understanding of customer business and complex requirements to develop the business case, validate the solution, and demonstrate services added value.
  • Utilize technical and business skills to lead complex cross-functional activities that drive continuous growth of the services business.
  • Provide mentoring and guidance to peers and lower-level employees.
Requirements
  • Demonstrated knowledge of the IT and Services Industry, including XaaS and Customer Success Management.
  • Demonstrated knowledge and experience in driving expansion strategies that grow revenue and customer adoption.
  • In-depth knowledge of company organization and policies, HP's Services offerings, end-to-end processes, tools, and routes to market.
  • Problem detection and analysis of root cause.
  • Proven ability to lead teams to achieve results, exercise independent judgment, and handle unique situations to accomplish goals in tight time frames.
  • Demonstrated skills in planning and financial analysis.
  • Deep experience and understanding of planning, project management, and change management skills. Project and change management training and certification as appropriate.
  • Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus. Impacts internal and external clients on a WW basis.
  • Ability to work in highly complex environments Systems or solutions levels.
  • Demonstrated leadership managing cross-functional/cross-geographical projects.
Education and Experience Required
  • 8+ years to establish a proven track record in Service Business Management.
  • Demonstrated experience in Customer Success - particularly from a Practices perspective but also desired experience as a practitioner.
  • Demonstrated knowledge of delivery, solution architecting, and/or business planning.
  • Experience leading teams with multi-country responsibility or a large country with multiple sub-regions.
  • Working with regional/WW teams to represent the business on behalf of the geography covered.
  • Liaising with internal and external partners/customers (e.g., product groups) on a tactical level.
  • Planning on function/project/practice level.

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