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Customer Success Operations Lead

Company: HP
Location: San Diego
Posted on: June 6, 2024

Job Description:

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 EEO F/M/Protected Veteran/ Individual with Disabilities.

Keywords: HP, San Diego , Customer Success Operations Lead, Other , San Diego, California

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