Customer Success Manager

Description -

This role is responsible for providing thought leadership in technical innovation, collaborating with cross-functional teams to identify revenue and productivity opportunities. The role also involves designing experiments for deep understanding of complex process, participating in software and systems project planning, and implementing new processes and technology for marketing performance improvement. Additionally, the role leads the implementation of marketing processes and policies, acts as a functional manager in its area of expertise, and provides mentorship and guidance to lower-level employees to achieve operational and strategic goals.

Responsibilities

• Provides senior leaders/owners actionable recommendations and strategic plan based on analytical research.
• Process design:  understand business problematic and make proposals for solution within the content transformation framework.
• Participates in planning all aspects of software/systems projects including establishing project plans and objectives, and managing the project schedule, budget, resources, and tracking progress.
• Defines and implements new processes, tools, and technology requirements to drive continuous improvement of marketing performance management systems.
• Leads implementation of marketing processes and tools
• Leads development of marketing policies with particular focus on bridging the gap between siloed organization.
• Acts as a functional manager within area of expertise, developing strategy and setting functional policy and direction.
• Provides mentorship and guidance to lower-level employees, thus ensuring the realization of operational and strategic plans.
• User Support: Provide ongoing support to users, addressing any problems or questions that arise
• Onboarding and Training: help the training with user onboarding as a consultant and when training period are high take some ownership of some of the training.

Education & Experience Recommended

• Four-year or Graduate Degree in Computer Science, Data Analytics, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10+ years of work experience, preferably in marketing, data analytics, or a related field.

Preferred Certifications

NA

Knowledge & Skills

NA

 Skills

• Strong Communication: Excellent verbal and written communication skills to effectively interact with users and stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills to address user issues and improve system functionality.
• Project Management: Ability to manage multiple tasks and projects simultaneously, ensuring timely completion.
• Process design skills: lean six sigma certification appreciated
• Collaboration: Strong interpersonal skills to work effectively with cross-functional teams.
• Adaptability: Ability to adapt to changing technologies and processes.
• Customer Focus: A strong commitment to providing excellent customer service and support.
• Technical Proficiency: Proficient in content management systems and related technologies.

Impact & Scope

Impacts large functions and leads large, cross-division functional teams or projects.

Complexity

Provides highly innovative solutions to complex problems within established policy.

Disclaimer

• 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.

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Schedule -

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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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement