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About this position

This role is responsible for leading a team of individual contributors while focusing on customer satisfaction, growth opportunities, and effective communication. The role engages with clients to understand their needs, monitor their performance, collaborate with teams, and ensure smooth onboarding. The role advocates for customer needs to improve deliverables and foster long-term relationships.

Responsibilities

• Engages with client stakeholders to understand their business strategies, goals, and objectives, aligning them with the organization’s solutions to deliver on agreed-upon metrics.
• Accountable for country CSM contractual quota to be met across Revenue, Margin, TCV GOE and Cross-Sell.
• Orchestrates strategy with local MD, Category on game plans.
• Collaborates with other HP dept. to ensure successful onboarding and adoption of managed services, while discovering additional ways to add value to the customers.
• Monitors customer key performance indicators (KPIs) and adoption rates to proactively address expansion opportunities, prevent churn, and facilitate renewals.
• Works with the pursuit team to lead the contract renewal process, emphasizing the value-based outcomes of the organization’s products and services to maximize renewal rates.
• Conducts regular strategic business reviews to communicate progress on success plans, mitigate risks, and present innovative solutions, positioning the organization as a market leader in customer success.
• Acts as subject matter expert, identifies opportunities for process improvement and policy development; recommends changes in alignment with business tactics and strategy.
• Ensures smooth onboarding of new clients, providing training and guidance to facilitate successful product adoption.
• Advocates for customer needs and feedback within the organization, driving improvements and enhancements.
• Provides ongoing training sessions and workshops to ensure clients are maximizing the value of the product.
• Performs talent management responsibilities including recruitment, performance management, coaching, and career development.

Requirements

• Four-year or Graduate Degree in Sales, Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 7-10 years of Contractual Business job-related experience or 5-7 years of management experience, preferably in account/ business management, sales, and/ or a related field.
• IT Environment Management Certifications (ITIL, COBIT, TOGAF, Lean IT, or similar industry standard certification).
• Certified Technology Sales Professional (CTSP).

Benefits