Title: Customer Success Manager
Location: Japan-Japan-Tokyo
Job Number: 1543665
The HP Enterprise Customer Success Management (CSM) Principal is a senior position requiring a unique set of skills and experience. The CSM Principal will be the focal point responsible for leading customer success through the customer engagement cycle for cloud soltuions. This entails leading the execution of Proof of Concept efforts, ensuring winning customer proposals, and orchestrating the delivery of HP Enterprise products and services to ensure they are delivered according to a single master plan in a way that drives high customer satisfaction and competitive advantage. Throughout the engagement cycle, the CSM Principal serves as the primary interface between HP and the customer – including managing relationships with the customer’s C-level suite. The CSM Principal is also responsible for managing and orchestrating all of the HP Enterprise groups supporting the customer engagement cycle. As such, The CSM Principal is responsible for driving synergy between sales, marketing, engineering and support in order to meet and exceed the customer expectations of HP Enterprise. The CSM Principal will possess thorough understanding of the HP Enterprise Helion portfolio and strong project management skills with a demonstrated history of leading large scale client projects that involve coordination across multiple divisions in a highly complex environment. The CSM Principal is critical to driving customer satisfaction, ensuring the success of cloud projects, and leveraging their customer knowledge and relationships to drive expansion opportunities.
Responsibilities Include:
Driving “Customer Success” in the client’s cloud journey
Orchestrates end-to-end customer engagement across HP Enterprise Business Units
Understands the customers’ business model, needs and requirements
Acts as a trusted advisor to the customer and helps the customer achieve and exceed their business goals
Provides “One HP Face” to the customer
Leads HP interface with client (including C-level executives) throughout engagement cycle
Leads the design and execution of Proof of Concept efforts designed to demonstrate HP Enterprise capabilities
Ensures that proposals meet/exceed customer requirements and the ‘deliverability’ of the prosed solution
Oversees the creation of a Pan-HP delivery plan and the execution of that plan across HP Enterprise
Responsible for escalations and ensures they are resolved timely and effectively
Drive sourcing strategy across HP Enterprise BUs and partners to ensure the right delivery resources and cost
Creates enduring executive relationships that establish HP Enterprise’s professionalism and capabilities
Proactively uses decision-making to manage risks and solve problems
Provides regular management updates on the status of the customer engagement cycle
Driving operational improvements
Creates, implements, and continuously improves engagement model at the account level
Proactively gathers feedback from client, sales and other Account Team members in order to identify areas of product and service improvements
Drives operational improvements in delivery based on client feedback, case studies, and lessons learned
Maintains broad market and competitor knowledge to ensure credibility with client
Maintains comprehensive expertise on IT – business needs served, new applications, maintenance, typical IT budgets, and delivery programs and best practices
Maintains up-to-date expertise on HP Enterprise products and solutions
Maintains near real-time visibility of HP Enterprise resources and capabilities to support the delivery of a solution and builds tools to scale this knowledge across HP Enterprise
Continuously identifies and closes knowledge, resource, and capability gaps across the members of the Account Team
Provides input to product management based on observations and customer feedback
Driving synergy across the Account Team
Leads the Pan-HP team through the customer engagement cycle
Ensures the right resources and capabilities are available within the team
Collaborates with Account Team during account planning to ensure key client and delivery factors are taken into consideration
Helps to resolve issues, problems and disagreements within the Account Team
Ensures solution design can be delivered as expected and will meet customer expectations Qualifications: Knowledge and Skills Required:
IT
Expertise in cloud technology landscape (e.g., delivery models, IT architectures, products, services)
Expertise in cloud business landscape (e.g., competitors, market dynamics, and customer profiles)
Deep understanding of current customer business/technology requirements and how strong delivery supports those requirements
Subject matter expert in delivering cloud solutions
Maintains knowledge of industry trends, associated solutions, and key partner/ISV solutions
Preferred strong understanding and knowledge of HP Enterprise Helion portfolio
Typically 5 years of experience in cloud and 10 years of experience IT hardware, software, and consulting
Operations and project management
Demonstrated experience in leading major IT-related projects spanning across multiple divisions
Recognized project delivery leader; with strong combination of operational, technology, and business acumen
Ability to work with & navigate across business groups in large technology organizations
Ability to leverage other teams to support objectives
Demonstrated experience in in building and executing work plans based on broad business strategies
Typically 10 years of executive-level project management experience in an IT context
Leadership
Strong executive presence at the level of a Partner at leading global consulting companies
Experience engaging C-level executives at Fortune 1000 enterprises
Leverages C-level relationships to expand opportunities in accounts
Record of building and sustaining impactful professional relationships
Excellent problem solving skills with ability to help others organize and excel at problem solving
Excellent record of mentorship and collaboration with colleagues
Excellent written and verbal communication skills
Education Required:
University or bachelor’s degree (technical field, advanced degree, and/or MBA preferred)
Experience
8-10 years of experience in IT industry, and atleast 1-2 years experience in managing large cloud programs Job: Services