3DP Customer Success Manager

3DP Customer Success Manager

Description -

Job Summary

3DP customer support is the organization in EMEA that provides technical support to 3DP users. This organization is structured on different levels of support, with interaction between different partners and with a wide range of process and guidelines. The primary role of the Customer Success Manager is to support customers experiencing complex or abnormal situations to navigate through the complexity of this net to secure they receives the required level of service and support. .

Responsibilities

The position of the Customer Success Manager will require to

High empathy and capability to listen customer and understand his real pain to determine the real customer needs and requirements.

Work on complex customer problems where analysis of situations or data requires an in-depth evaluation of multiple factors.

Engages in delivery problem solving across multiple organizations; often needs to develop new methods to apply to each situation.

Good communication skills to allow proper relation with customers.

Business sense and understanding of the limitations and capabilities of the organization.

People with interest and willingness to travel along the whole EMEA to meet customers and partners in a regular manner.

Understanding of the 3DP services organization and process

represents the organization to external customers/clients.

Exercises independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

Capability to identify process gaps and limitations and continuous improvement attitude.

Education & Experience Recommended

• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 4-7 years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field or an advanced degree with 3-5 years of work experience.

Knowledge and Skills:

Medium to high knowledge of IT and services industry.

Understanding of service KPIs (NPS, Call rate, AIR, etc..)

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.

Preferred Certifications

NA

Knowledge & Skills

Agile Methodology

Analytics

Business Development

Business Strategies

Business To Business

Customer Relationship Management

Data Analysis

Key Performance Indicators (KPIs)

New Product Development

Product Management

Project Management

Thought Leadership

Value Propositions

Cross-Org Skills

Effective Communication

Results Orientation

Learning Agility

Digital Fluency

Customer Centricity

Impact & Scope

Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Responds to moderately complex issues within established guidelines.

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Job -Services

Schedule -Full time

Shift -No shift premium (Spain)

Travel -25%

Relocation -No

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement

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