Technical Customer Assurance Manager

HP•Spring, TX

1d•$105,050 - $161,800

About The Position

The Technical Customer Assurance Manager strategically engages in the development, implementation, and governance of product support or solution portfolios throughout their lifecycle. The role ensures alignment with pricing strategies and seamless service delivery, collaborates globally to develop innovative services and solutions for evolving customer demands, and drives profitable growth. It analyzes business data to identify errors, root causes, and improvement opportunities, and establishes and manages service level agreements. The role also mentors and guides lower-level employees. The position leads complex cross-functional initiatives that have significant impact on the services business, represents services within product or solution portfolio core teams, and incorporates service requirements into product development. It applies advanced subject matter knowledge and independent judgment to complex projects, business issues, and policy development. The role impacts its function, leads or provides expertise to functional project teams, and may participate in cross-functional initiatives. It works on complex problems requiring in-depth evaluation of multiple factors. The position typically requires a four-year or graduate degree in Business Administration or a related discipline, or commensurate work experience or demonstrated competence, and typically 7 or more years of experience, preferably in service business management, delivery, solution architecting, business planning, or a related field. The role is full-time, includes 25% travel, and does not offer relocation.

Requirements

Four-year or graduate degree in Business Administration or another related discipline, or commensurate work experience or demonstrated competence.
Typically 7 or more years of work experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.
Knowledge and skills in Agile Methodology, analytics, business development, business strategies, business-to-business, customer relationship management, data analysis, digital marketing, go-to-market strategy, key performance indicators, market research, marketing, marketing strategies, new product development, product management, product marketing, product strategy, project management, thought leadership, and value propositions.
Cross-organizational skills in effective communication, results orientation, learning agility, digital fluency, and customer centricity.

Responsibilities

Plan product support or solution portfolios throughout their lifecycle, ensuring alignment with pricing strategies, end-to-end service delivery, sales readiness, and associated processes.
Collaborate across regions, geographies, and global teams to develop and implement services, solutions, programs, and processes that address changing customer and market demands and promote profitable growth.
Use service data and insights to support sales opportunities and business growth.
Represent services on product or solution portfolio core teams and incorporate service requirements into product development, including warranty support, cost analysis, and service marketing content and collateral.
Analyze the business, identify root causes, and recommend solutions to improve business performance.
Use technical and business knowledge to lead complex cross-functional initiatives with significant impact on the services business.
Establish, implement, and manage service level agreements to support consistent, high-quality service delivery and meet customer expectations.
Prepare marketing materials to support key customer account teams and improve customer engagement and sales efforts.
Lead and contribute to complex projects, apply advanced subject matter knowledge, and exercise independent judgment in resolving business issues and establishing policies.
Build productive internal and external working relationships and provide mentoring and guidance to lower-level employees.