HP Inc. Customer Success Global Practice Lead in Meyrin, Switzerland
Responsible for managing HP’s Global Personal Systems and Print Services Customer Success Practice programs, including their designs, development, and deployment throughout the Customer Success Workforce. Accountable to enable HP’s Customer Success Managers with the relevant knowledge, processes, and tools as they deliver Print and Personal Systems Services and Solutions to their customers. Results-focused to ensure HP achieves the expected profitable revenue growth and the best-in-class Customer Success Experience.
Ensure that the Customer Success Industry best practices are relevantly adopted and deployed across HP’s Global Services teams.
Provide Customer Success thought leadership in program designs and coaching to theCustomer Successcommunity.
Works across key HP organizations to drive industry leadership in the Customer Success Practice area.
Direct practice activities throughout the organization and geographies while establishing the necessary cross-functional partnerships.
Support growing the maturity of the Customer Success Workforce with relevant industry benchmarks, organizational assessment, and skills development.
Work with the 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 with the Global Sales and Customer Experience management teams on existing customer expansion opportunities.
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.
Responsible to develop and deploy the Services & Solution portfolio planning for Services adoption, expansion, and renewals. This includes conformance to pricing strategies, HP and Customer readiness, and the development and deployment of globally consistent Transition & Delivery processes.
Performs business analysis, identifies root cause, and develops recommendations and solutions to drive business improvements.
Utilizes technical and business skills to lead complex cross-functional activities that have a high impact on the Services Business.
Provides mentoring and guidance to peers and colleagues.
Education and Experience Required
10+ years to demonstrate mastery of Service Business Management.
Specific expertise & knowledge in XaaS and CSM.
Proven ability to work across organizations to get results.
Advanced experience and mastery in business planning plus several related disciplines; including delivery, or solution architecture development.
High knowledge of IT and Services Industry.
Solid technical, and state-of-the-art functional, or business knowledge.
Highly developed problem-solving abilities.
Demonstrated ability to lead and inspire teams, develop relationships across organizations, and accomplish goals with a strong sense of urgency.
Strong skills in exercising independent judgment.
Ability to correctly design reports and interpret and effectively communicate their output.
Program management and change management skills are both desirable.
Solid understanding of business planning methods and business acumen.
Excellent presentation skills. Highly developed negotiation/ influencing skills.
Where legally permitted, an offer of employment is conditional upon you providing proof that you are fully vaccinated against COVID-19 (as defined by the CDC) as of your first day of employment. HP is an equal opportunity employer:
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