Customer Assurance Manager

Role Overview

• Leading post-sale support and driving deep strategic relationships for assigned key HP customers of significant scope and complexity at the country, region or worldwide level.
• Working in a collaborative and a cohesive manner with key HP business units, the CAM works across functions to lead solutions for customer problems, provides installed base performance data and analysis, proactive information including advisories and pre-alerts.
• Analyzes failure rates and trends to identify opportunities to improve the health of devices in customer environments.
• Utilizes business skills to lead complex cross functional escalations.
• Ability to utilize Project Management skills to drive resolution for complex or unique situations.
• Acts as single point of contact to manage technical escalation investigation with Customer IT Department, HP ATS and 3rd party (if needed).
• Provides proactive support for customer product deployments, including post-sale product and tools training & continued product education for HP products, tools, and solutions.
• Develops compelling proposals for new business benefits, features, and resolving critical customer issues and complex problems.
• Analyzes the business, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.
• Develops strategies and business plans that align with organizational objectives, focusing on enhancing total customer experience (TCE).
• Utilizes business acumen to participate in complex cross-functional initiatives with significant impact on the services business.
• Assures Customer Experience and Quality leadership by utilizing a suite of tools and proactive processes to drive stronger relationships in creating a positive customer experience.
• Manages the product quality experience to resolution and drives internal accountability within HP.
• Collaborates with cross-functional teams to identify and implement process improvements within the services route to market, delivery, business operations, and individual and team productivity to enhance overall efficiency.
• Collaborates across regions, geographies, and global teams to assist in the implementation of innovative services, solutions, or programs and their associated processes to address evolving customer and market demands while promoting profitable growth.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Strong troubleshooting skills, which have provided many opportunities to handle complex issues to full resolution.

Requirements

• Typically, 7+ years to establish proven track record in directly related business.
• Bachelor’s degree level on Business Administration highly desirable
• 5+ years to establish proven track record in Service Business Management.
• Expert level experience in one of the related disciplines of delivery, customer support or business planning prior to taking business management role.
• Moderate knowledge of IT and services industry
• Knowledge of company organization, policies, HP services offerings, end to end processes, tools, and routes to market.
• Problem detection and analysis of root cause.
• Leads teams to achieve results.
• Moderate level of planning, project management and lead management skills.
• Strong customer service and communication skills.
• Influence within same team and level.
• Able to engage across all levels within a customer from IT department to Executive levels.
• Negotiation skills
• ability to resolve complex post sale issues in assigned accounts.
• In depth knowledge of HP support and service processes.
• Track record of direct customer interaction and successful problem resolution.
• Ability to create, interpret and deliver complex reporting.
• Project management skills helpful.
• Ability to work under pressure and to drive urgency in external teams.
• Ability to work in a proactively keeping direct and indirect trends in focus for accounts.
• Knowledge of HP sales & support structures.
• Able to track costs and actions for business accountability.
• Knowledge of supply chain and support processes.
• Deep networking with sales organization to work together on providing customer quality solutions.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave