3Dp Customer Success Manager

hace 3 semanas

Barcelona, España Hewlett Packard A tiempo completo

**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._
- _ 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.

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