Customer Success is the primary customer interface for Workforce Services & Solutions contracts, covering both managed print and personal systems managed services. Responsible for driving Account Level ( Revenue & margin), Account growth ( Renewals, upsell & cross sell), customer experience and help customers obtain the optimum value of the contracted services.

Responsibilities:

• Prepare and drive successful Renewal.
• Drive SOW expansion and generate upsell & cross sell opportunities.
• Work with sales/pursuit on account business plan & customer success plan.
• Lead account kick-off – identifying/confirming customer success criteria – update customer success plan, expansion needs and identify key influencers and decision makers
• Lead and manage SBR process working with SDM and reporting teams using VMO/SBR self-service and/or leveraging the VMO lite and full platform to drive effective business reviews including ROI and industry SME for effective up sell opportunity development
• Proactively manage customer escalations and related customer communications in a proactive and /or timely manner
• Accountable for P&L management, remediation, forecasting revenue, cost, growth, and success strategy
• Ensure managed services and customer engagement meet or exceed all relevant KPIs
• Monitor and collaborate with SDM on asset specific data in HP systems to ensure accurate billing, reporting, and SLA performance  
• Demonstrated level of skills with consultating ability in solution selling and business development
• Manages multiple customer accounts and deliverables moderately complex contracts and deals with integrators and partners  
• Industry specific subject matter expertise to consult with customer on their next steps as a trusted advisor

Knowledge and Skills:

• Experience in account management using consultative selling or issue resolution skills
• Responsible for supporting pre-sales, drive adoption, increase utilization
• P&L management, up-sell and cross-sell PAN HP offerings, manage customer health, drive renewals.

Impact and Scope:

• Multiple accounts or very large single accounts – local/global
• Responsible for supporting pre-sales, drive adoption, increase utilization
• P&L Management, up-sell and cross-sell PAN HP offerings, manage customer health, drive renewals

Complexity:

• Moderate to high
• Multi-country client management in the same region; customers are typically multi-million dollars companies

Education and Experience:

• Master's degree in relevant area or demonstrated competence. Typically 8-12 years of experience

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