HP’s Consumer Services and Solutions (CSS) organization is a key player in transforming HP’s business model from being a hallmark in transactional hardware to becoming a leader in lifelong relationships powered by subscription services. The Customer Success org exists to retain subscribers by providing premium, personal service; engage them with our CRM engine; and invite HP’s consumer customers in a deeper relationship through the future HP app. Thus, staying with our customers at every step of the subscription journey, from enrolment, to setup, to ongoing maintenance and support. We’re a young organization but developing quickly, and we’re looking for a Customer Success Practice Lead to help us mature the organizational processes, develop a repeatable insights practice, and bring our vision to life.
Key responsibilities:
In this role, you’ll build a rhythm and operating model that will serve as a blueprint for how we design, manage, evaluate and optimize the post-sale customer lifecycle for our subscriptions. You'll lead and tailor voice of customer programs, align and influences strategic plans, provide thought leadership on consistent design methodologies for enhanced customer experiences. This role will work with lifecycle campaign managers, operations, support, product management and other key stakeholders to:
- Develop and implement core processes and best practices to support operational rigor across customer lifecycle management
- Standardize the voice of the customer (VoC) & customer insights practice
- Strategize and develop the future of the post-sale digital subscriber experience through the HP app
- Build a working model for driving customer needs across their lifecycle into the product experience and the digital and human touchpoints across the journey
- Program manage key initiatives for CS, working across functions, time zones and audiences
Experience and skills you’ll bring:
We are looking for someone who is excited by the opportunity to take a young operating model and shape it into maturity. You can bring a strategy to life with an iterative approach and an innovation mindset. You partner well, have experience influencing stakeholders and a belief that we don’t have to get it right the first time – but we have to get started, sense, respond and improve. Key skills the candidate will bring include:
5+ years of experience with a blend of project and program management
- A strategic mindset with a bias for action
- Experience in building and optimizing operational processes
- Strong analytical and problem solving skills
- A customer-first mindset, and experience with Voice of the Customer strategies and metrics
- Experience design capabilities or service delivery experience is a plus.
Education & Experience Recommended
• Four-year or Graduate Degree in Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in customer experience or success, project management, sales, channel, program management, marketing, or a related field.
Knowledge & Skills
• Analytics
• Business Intelligence
• Business Strategies
• Competitive Intelligence
• Customer Insights
• Dashboard
• Data Analysis
• Data Visualization
• Economics
• Market Intelligence
• Market Research
• Marketing
• New Product Development
• Power BI
• Python (Programming Language)
• R (Programming Language)
• SQL (Programming Language)
• Statistics
• Tableau (Business Intelligence Software)
• Thought Leadership
Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
The base pay range for this role is $130,350 to $200,750 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Benefits:
HP offers a comprehensive benefits package for this position, including:
- 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 (US benefits overview)
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.
