Technical Customer Assurance Manager
HP
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Benefits offered by this job
Job summary
HP is seeking a seasoned senior leader to drive product support and solution portfolios across the lifecycle, aligning with pricing and delivering seamless service. The role partners globally to implement innovative services and solutions that meet evolving customer needs and fuel profitable growth.
Responsibilities include cross-regional collaboration, data-driven sales opportunities, and SLA governance, with mentoring for junior staff and a focus on content creation for service marketing.
Qualifications
- Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 7+ years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.
Responsibilities
- Takes charge of planning of product support or solution portfolios throughout their entire lifecycle, ensuring alignment with pricing strategies, seamless end-to-end service delivery, and readiness for sales, along with their associated processes.
- Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions, or programs and their associated processes to address evolving customer and market demands while promoting profitable growth.
- Contributes insights based on service data to drive increased sales opportunities, leveraging data-driven strategies for business growth.
- Represents services within product or solution portfolio core teams and incorporates service requirements into various product development stages, including activities like product warranty support and cost analysis, as well as the development of content and collateral for service product marketing.
- Conducts thorough business analysis, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.
- Utilizes both technical and business acumen to lead complex cross-functional initiatives with significant impact on the services business.
- Establishes, implements, and manages service level agreements, ensuring consistent and high-quality service delivery to meet customer expectations.
- Prepares marketing materials to support key customer account teams, enhancing customer engagement and sales efforts.
- Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
- Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.
Skills
Education
Job description
This role is responsible for strategically engaging in the development, implementation and governance of product support or solution portfolios throughout the lifecycle, ensuring alignment with pricing strategies and seamless service delivery. The role collaborates globally to implement innovative services and solutions to meet evolving customer demands and drive profitable growth. The role analyzes the business to proactively identify errors, root causes or areas of improvement, thereby driving process enhancement efforts and business performance. The role also establishes and manages service level agreements, while also engaging in mentoring lower-level employees.
- Takes charge of planning of product support or solution portfolios throughout their entire lifecycle, ensuring alignment with pricing strategies, seamless end-to-end service delivery, and readiness for sales, along with their associated processes.
- Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions, or programs and their associated processes to address evolving customer and market demands while promoting profitable growth.
- Contributes insights based on service data to drive increased sales opportunities, leveraging data-driven strategies for business growth.
- Represents services within product or solution portfolio core teams and incorporates service requirements into various product development stages, including activities like product warranty support and cost analysis, as well as the development of content and collateral for service product marketing.
- Conducts thorough business analysis, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.
- Utilizes both technical and business acumen to lead complex cross-functional initiatives with significant impact on the services business.
- Establishes, implements, and manages service level agreements, ensuring consistent and high-quality service delivery to meet customer expectations.
- Prepares marketing materials to support key customer account teams, enhancing customer engagement and sales efforts.
- Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
- Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.
- Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 7+ years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.
- Agile Methodology
- Analytics
- Business Development
- Business Strategies
- Business To Business
- Customer Relationship Management
- Data Analysis
- Digital Marketing
- Go-to-Market Strategy
- Key Performance Indicators (KPIs)
- Market Research
- Marketing
- Marketing Strategies
- New Product Development
- Product Management
- Product Marketing
- Product Strategy
- Project Management
- Thought Leadership
- Value Propositions
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
- Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
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.
Job - Services Schedule - Full time Shift - No shift premium (United States of America) Travel - 25% Relocation - No Equal Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal" You want to reshape the way the world works. So do we. You’re looking for more than just a job; you’re looking to make a difference. That means creating something new. Something that matters. Something that changes how the world works for the better. A career at HP can help you build the tomorrow you want. Let’s grow together. Privacy, Terms of Use, and Accessibility Our founders believed that business exists when people work together to ‘accomplish something collectively which they could not accomplish separately.’ We uphold a zero-tolerance policy towards discrimination and treat everyone with respect. By maintaining these principles, we empower the HP team to contribute to our collective success and the future of work. Learn more about HP personal data practices at Privacy Statement, Personal Data Rights Notice (where applicable), Accessibility at HP, and Terms. You can be yourself at HP. Learn more
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