Customer Success Manager

Mphasis; Región Centro; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

HP is seeking a Customer Success Manager for the Mexico region to oversee the post-sales experience across the 3D Printing and Digital Manufacturing Services portfolio. You will drive adoption, retention, and business value realization while serving as the primary contact for stakeholders at multiple levels, coordinating with cross-functional teams to ensure commitments are met.

With 3–4 years of experience, you will manage onboarding, contract administration, billing processes, and performance

Formación

• Bachelor’s degree in business administration, operations management, supply chain management, engineering, industrial engineering, or a related field.
• Experience in customer success, account management, or post-sales roles.
• Ability to manage multiple stakeholders and drive processes across cross-functional teams.

Responsabilidades

• Manage post-sales customer experience across HP's 3D Printing and Digital Manufacturing Services.
• Drive customer adoption, satisfaction, retention, and value realization.
• Serve as primary point of contact with customers at multiple levels.
• Coordinate onboarding, contract administration, and billing processes.
• Perform data analysis and performance reporting for business reviews.
• Collaborate with cross-functional teams to resolve issues and improve processes.

Conocimientos

Onboarding & Implementation

Account Management

Stakeholder Engagement

Contract Administration

Billing & Revenue

Order Management

Data Analysis

Cross-functional Collaboration

Process Documentation

Governance

Educación

Bachelor’s degree in Business Administration or related field

Descripción del empleo

The Customer Success Manager (CSM) is responsible for managing the post-sales customer experience across HP's 3D Printing and Digital Manufacturing Services portfolio, driving customer adoption, operational excellence, satisfaction, retention, and business value realization. Acting as the primary point of contact with customers, this role requires a highly confident and customer-focused professional with strong interpersonal skills, capable of building trusted relationships with stakeholders at different levels. The ideal candidate demonstrates exceptional attention to detail, strong ownership, and a disciplined follow-up approach to ensure commitments are executed effectively and customer expectations are consistently met. Success in this role requires the ability to work independently, leverage available tools and processes, collaborate across cross-functional teams, and proactively resolve challenges while delivering outstanding customer experience.

Years of experience needed – 3 to 4.

Technical Skills:

• Customer onboarding and implementation.
• Account management and stakeholder engagement.
• Contract administration and compliance.
• Billing, invoicing, credits, and revenue realization processes.
• Order management and fulfillment coordination.
• Inventory and consumables monitoring.
• Customer success methodologies and best practices.
• Escalation and issue resolution management.
• Business reviews and performance reporting.
• Cross-functional collaboration in matrix organizations.
• Process documentation and operational governance.
• Data analysis and performance monitoring.

Certifications Needed:

• Bachelor’s degree in business administration, Operations Management, Supply Chain Management, Engineering, Industrial Engineering, or a related field