Job Information
HP Inc. Customer Success Team Senior Manager in Wallisellen, Switzerland
We are looking for a determined, customer obsessed and team developer Customer Success Team Senior Manager.
You will be responsible for leading the Switzerland Services and Solutions organization, consisted by a larger set of existing Managed Services Customers (Print and Personal System) with objective to grow and expand.
Switzerland Services and Solutions organization belongs to Central & Eastern Europe and reports into the CEE CSM Head of Services and Solution.
Customer Success Management organization act within the 'Adoption, Expansion & Renewal' frame and is determined organization, who is owning the P&L of the managed services accounts. Close collaboration with Sales, Pursuit, Technical Pre-Sales, Service Delivery, and other functions is key.
The main objectives are:
Transforming and elevating current Client Success methodologies
Ensuring Customer Health
Partner with critical hp teams to deliver customer values.
Engaging with WW Client Mgmt. Practice
Drive a 'customer for life' Partnership
Primary Responsibilities
Manage, coach, and transform a team of Client Success Managers
Develop and apply Customer Health and Growth strategies & partner with relevant functions
Drive P/L of contractual accounts
Drive highest Net Promotor Scores
Ensure Contract Renewals
Develop upsell & cross-sell funnel
Link into WW Client Success Mgmt. Practice
Assisting in the closing of deals
Drive Client attitudes & obsession
Cooperating with key partners (Finance/Sales/Delivery/Pricing/Legal/Customer Operations/GBU and Category)
Ensure compliancy
Measures :
Customer Health & Net Promotor Score
Employee Engagement
Up- & Cross Sell Total Contract Value
Account Profitability & Growth
Renewal Rate
Profile / Qualifications:
Expert in Transforming teams
Strong Communication Skills
Customer Relationship & Sales Technics
Expert in value Services (Consulting and Professional Services) Management
Results Driven
Leadership
Networking in complex structures
Very solid Financial & Business skills
Frequent Travel
Excellent German and English, France in addition will be a plus
Location: Switzerland
Preferred: Zurich, Geneva
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).