Industrial Print Indigo Customer Success Director

HP • Alpharetta, GA

406d • $160,000 - $240,000

About The Position

The Customer Success Director for HP Indigo is a pivotal role responsible for leading a large team focused on delivering exceptional customer experiences while managing a full P&L across the US, Canada, and Latin America. This position requires strategic alignment and integration of activities across various organizational functions, ensuring operational success and high employee engagement. The director will set the strategy, policy, and direction for the organization, acting as a key advisor to executive management.

Requirements

• Advanced degree strongly preferred
• Typically 14+ years of experience in Service Business Management or a relevant area
• Typically 4+ years of people management experience
• Superior ability to provide service business management consultation to senior managers
• Superior market knowledge and understanding of competitive market dynamics
• Exceptional skills in management of people and business relationships
• Superior understanding of business management principles and financial expertise
• Excellent project management and prioritization skills
• Excellent communication skills catered to a wide variety of audiences
• Strong leadership and staff development skills
• Excellent consulting, influence, and negotiation skills

Nice To Haves

• Experience in transforming service organizations
• Knowledge of customer growth strategies
• Experience in managing large teams across geographies

Responsibilities

• Drive service growth targets
• Deliver on the Services P&L goals
• Deliver best in class Service Operations (MTTR, MTTA, FTF)
• Deliver best in class customer experience and grow Total Customer Experience and Net Promoter Scores
• Manage multidisciplinary organization with large employee headcount
• Provide leadership in the development and execution of service segment strategies and delivery capabilities at the region
• Accountable for leading an organization of managers and individual contributors
• Develop and implement services, solutions, or programs that fuel profitable growth
• Develop forecasts of the service's resource requirements and the processes/tools needed to support service delivery
• Evaluate business performance, monitor market trends, analyze competitors' offerings, and solicit input from clients, partners, and sales teams
• Implement corrections, cost reductions, and incremental growth actions to achieve revenue, profit, and/or TCE goals
• Effectively partner with Sales, Supplies, Marketing organizations
• Lead the development, implementation, and maintenance of systems, procedures, and policies
• Consult with business leaders at the executive level to drive and influence strategic decision-making
• Transform the Service organization into a Customer success one

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Master's degree