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Customer Success Operations Lead, KPIs and Metrics
Description -
Responsible to define and refine the HP Global Customer Success Practice Operations charter, priorities, key performance indicators (KPIs) for the Global HP Personal Systems and Print Contractual Services & Solutions Business that will result in profitable growth with industry-leading customer health scores. Within the HP data environment, assess and evaluate best in class data/metrics across Adopt, Expand and Renew that lead to increased adoption and expansion, reduce churn and improve overall customer health. Develops data-driven analyses to optimize resources and ensure business plans that allow for transformation and improved profitability. Strong business acumen with the ability to apply industry and information technology knowledge to support proposals, analysis, implementations, and workstream return on investment. Translates business needs into project components, systems development, and application requirements to help determine solutions to business problems.
Responsibilities
Improve operational efficiency by develop and implement processes and tools to achieve company goals.
Define, track, and evaluate optimal business key performance indicators (KPIs) and recommend strategies to HP’s Personal Systems and Print Services and Solutions Business leaders that result in profitable growth and industry-leading customer health scores.
Apply expertise to recommend and coordinate the development, enhancement, and maintenance of a client’s business systems, processes, and products using high-maturity methods, processes, and tools.
Create dashboards and reports to show current customer health and engagement.
Work collaboratively with HP’s Service Segment Managers and Business Units Services & Solutions teams to research, analyze, validate, and document business requirements to ensure that those requirements clearly reflect true business needs, correctly representing all stakeholders.
Leverage industry knowledge and HP Services portfolio (current and future) to help identify areas of focus and priorities to increase Customer adoption, expansion, and renewal of our services.
Define and direct process improvement and training activities to strengthen and upskill our HP Services workforce.
Lead business studies, proposals, feasibility studies, and new business development activities with the ability present study results to HP senior management.
Knowledge and Skills
Bachelor’s degree
6+ years’ relevant work experience.
Expertise and knowledge in XaaS overall and Customer Success Operations Management.
Proven track record in management of complex projects.
Brings a deep understanding of business model requirements with the ability to adapt within the HP context.
Strong analytical skills and ability to translate data into business recommendation.
Demonstrated ability to lead effectively in a complex and global environment and deliver results; ability to influence strategic direction while incorporating key executive/HP stakeholder perspectives.
Established communication skills at an executive-level, middle-management level as well as to external stakeholders (customers and partners).
Ability to balance competing priorities and be flexible and creative.
Ability to learn fast and develop creative approaches to project objectives.
Excellent analytical thinking, problem-solving skills with solid business and financial acumen.
In-depth knowledge of company organization and policies, HPS services offerings, end to end processes, tools, and routes to market.
Problem detection and analysis of root cause.
Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames.
Demonstrated skills in planning and financial analysis.
Medium level of planning, project management and change management skills. Project and change management training and certification as appropriate.
Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus. Impacts internal and external clients on WW basis.
Job -
Services Schedule -
Full time Shift -
No shift premium (United States of America) Travel -
25% Relocation -
No EEO Tagline -
HP Inc.is EEO F/M/Protected Veteran/ Individual with Disabilities.
Customer Success Operations Lead jobs in Palo Alto, CA, United States
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