Customer Success Lead, HP Indigo

This senior Customer Success Lead role is a Expert and senior post-sales technical consultant to help HP Indigo customers successfully enroll Indigo technology into customers' environment.

Responsibilities:

Opportunity analysis.

  • Gathers and assesses customer needs, both business and technical.
  • Identifies related needs (lead generation, opportunity expansion).
  • Identifies site-specific and corporate parameters and constraints that impact the solution.
  • Identifies required project steps.
  • Identifies likely problem areas that require attention.
  • Identifies probable competition and product roll-out data/training needs and evaluates relative HP strengths.

Solution Planning and Design.

  • Architects an appropriate technical solution to meet the customer's business requirements.
  • Investigates and optimizes a solution's fit to the requirements of an opportunity, both current and future.
  • Adapts solution design to new requirements.
  • Establishes the validity of a solution and its components.
  • Identifies the growth path and scalability options of a solution and includes these in design activities.
  • Generates an implementation plan with timelines for the solution.
  • Creates the appropriate test plan as required
  • Anticipates some of the potential challenges for the proposed project plan.
  • Anticipates and plans for competitive threats.
  • Actively identifies opportunities to assist peers Regionally in area of expertise (e.g., writing white-papers).

Client/customer relationship.

  • Maintains excellent communications with customer executive management across the Region.
  • Represents HP as technical expert with customers; shares knowledge in area of expertise and links to related technology areas.
  • Advances opportunities through the use of effective consultative selling techniques.
  • Builds customer loyalty through being a trusted advisor.
  • Partners effectively with others in the account to ensure problem resolution and customer satisfaction.
  • Communicates and articulates the details of their component roles in a proposed customer solution.

Team collaboration.

  • Actively supports the account team with solution advice, proposals, presentations, and other customer communications.
  • Analyzes and provides support to deals in the pipeline where needed.
  • Transfers knowledge to Presales peers via mentoring and contributing participation in peer education programs.
  • Understands the roles and affectively engages other teams and resources within HP and partners.
  • Identifies overlooked opportunities suggested by technical expertise.
  • Facilitates smooth transition from sales to implementation by orienting the appropriate teams to the solution design.

Education and Experience Required:

  • Technical University or Bachelor's degree.
  • Typically 8-12 years experience in technical consultative selling and account management.
  • Knowledge in Label & Package print industry is preferred.
  • Can do good presentation/communication with C level customers.
  • Good English ability.

Knowledge and Skills:

Technical/Solution acumen.

  • Demonstrates a broad knowledge of HP's technology & solutions, with deep expertise in area of specialization and related technologies.
  • Knowledgeable in competitive solutions knowledge.
  • Links HP solutions with data business center needs to create customer business value.
  • Applies broad understanding of technical innovations & trends to solving customer business problems.
  • Applies productivity-enhancing tools and processes.
  • Solid credibility with HP's business units and account teams based on history of solid results and contributions.
  • Establishes thought leadership in technical specialty area with customers.
  • Demonstrated ability to work as the lead for large complex projects.
  • Has a high level understanding of the HP product roadmaps for multiple BU's, and deep knowledge in area of specialization.
  • Has demonstrated extensive hands-on level skills with some of the technology.

Business acumen.

  • Leverages financial and accounting concepts as well as capital investment concepts in demonstrating business value of proposed solutions to customers.
  • Creates solutions that creatively address customer value chain and business requirements.
  • Persuasively communicates the value of the solution in terms of financial return and impact on customer business goals.
  • Appropriately tailors communications to varying levels of customer management.

Industry acumen.

  • Extensive level of industry acumen; keeps current with trends and able to converse with client on issues and challenges Solution selling.
  • Demonstrates strong communications skills with executive managers, as well as some C-level executives.
  • Leverages strong understanding of the competition - both positioning strategy and technology - to create competitive advantage for HP.

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