Remote Client Manager
We are currently building our UK&I centre of excellence for Customer Success Management in the UK. The first stage of this is our new Remote Client Manager structure that will support many of our dMPS accounts. This team will complement our Customer Success Managers and for a robust and market leading support infrastructure.
Focal point of contact for Customer & Business at Account level (EMEA person covering same Inbound customer account), as well as the Focal point of contact for the EMEA Account Lead Client Success Manager (CSM) & Business functions. You will act as a Subject Matter expert and Deputy for Management team, will act as escalation point for other team members.
This role allows for flexible working in order to support people based afar.
Role Accountabilities / Responsibilities:
Support customer relationship where required at a commercial/business level for the customer & HP internal business functions.
Support Executive Strategic Business Review meetings with Lead Customer Success Manager’s in the region (topics: cascading information from local customer and the account team, regional alignment on commercial & business topics).
Leading EMEA direct Managed Print Services (direct Managed Print Services) account activities that are centralized for a Customer Account at a regional level.
Provision of Renewal information to support local or Lead Customer Success Managers’ (performance details, opportunities, info gained through proactive engagement and communications with customer).
Performing activities at regional level - EMEA level activities required driven by the lead Client Manager.
Cost Management - identification of reduction in costs and liaison with business operations to realise those savings.
Demonstrate customers industry knowledge that supports the position of the Local/Lead Customer Success Managers as a “Trusted Advisor”.
Acts as a single point of contact and local/centralised business negotiations resulting in high levels of Total Customer Experience and Net Promotor Score >60%.
Service/Supplies Escalation Management (liaise with local customer when Service Delivery Manager cannot solve issue(s) and communicate upwards to the Local/Lead CM (Customer escalation level).
Can identify Up sell opportunities and works with lead Customer Success Manager or Account Managers on Multi country accounts in completion of those opportunities working with pursuit teams and where required registering and tracking these opportunities using tools such as Microsoft Soft Dynamics.
Contract Escalation (Continuous Service Level Agreement failures, Amendments, Updates, terminations/expiry process). Timely communication to Local/Lead CSM to ensure Total Customer Experience performance is at the highest levels.
Serves as a customer advocate inside HP and demonstrates business value with all lines of business within the customer environment (IT, procurement, finance)
Will Lead localised deals and inbound deals which is comprised of Sales, Pursuit and manages the Account Delivery team (coordination of all resources in the account team to deliver the contracted and agreed services).
Contract Communications to Customer (General service query's/requests) Timely communications to Lead/local Customer Success Manager’s.
Ensure Partner and Suppliers are managed in alignment with the contracted services/costs.
Leads conversations and negotiations with the Local/Inbound customer for Charged Items (Customer Damage, lost toners, exceptions break-fix examples etc.)
N.B. Instances where this happens should predominantly dealt with by the Service Delivery Manager and will raise the Change Order's. Local Customer Success Manager's/Remote Client Managers’ should have the final say in these instances
IMACD activity for (<5) Add-Ons - The wish is to get the Remote Client Manager to align to the global governance and bring back any opportunities for Upsell to the Lead/Local Customer Success Managers’ to drive those opportunities forward.
Communicate with Customer on renewal and maintenance of Customer account Purchase Orders’ in line with HP business expectations & requirements i.e. ensure Days Payment Outstanding is kept to a minimum.
Has knowledge of HP’s Solutions portfolio so they can, when required, Influence solution design in early pursuit activities from a delivery perspective and participates in Transition & Transformation meetings and governance.
Works as subordinate to a senior Customer Success Managers on multi country account requirements.
Education and Experience Required:
Bachelor’s Degree or equivalent combination of education and experience.
Some relevant Client Management experience and typically 5-7 years industry experience preferred.
Demonstrable capability for managing a portfolio of Annuity Services contracts.
Demonstrable strong capability for business P&L management, financial concepts and contract law.
Experience in developing customer relationships including good negotiation, presentation and communication skills.
Experience in localized revenue deals.
Proven track record in business P&L management, financial concepts and contract law.
Experience managing a business in start-up and growth phases.
Proven track record in facilitating virtual teams, ability to influence decisions that benefit HP Inc. or the customer, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks.
Knowledge & Skills:
Knowledge of corporate policies, markets and processes, financial management and program management.
Demonstrate technical, functional or business knowledge; broad knowledge with developing deep knowledge in a specialized area.
Knowledge of HP Inc. full portfolio.
Impact & Scope:
Multiple smaller/local/Inbound accounts.
Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply today— we are eager to learn more about you.
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