Technical Customer Assurance Manager

HP•Vancouver, WA

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, and collaborates globally to develop innovative services and solutions that meet evolving customer demands and drive profitable growth. The position analyzes business and service data to identify errors, root causes, and opportunities for improvement, then develops recommendations and drives process enhancements and business performance. It establishes and manages service level agreements, represents services in product and solution portfolio teams, and incorporates service requirements into product development. The role also prepares marketing materials to support key customer account teams, leads complex cross-functional initiatives, and may mentor and guide lower-level employees. The role typically requires 7 or more years of experience, preferably in service business management, delivery, solution architecting, business planning, or a related field. A four-year or graduate degree in Business Administration or another related discipline is recommended, though commensurate work experience or demonstrated competence may be accepted. The position is full-time, includes 25% travel, and does not offer relocation.

Requirements

Four-year or graduate degree in Business Administration or a 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 of 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, and Value Propositions.
Cross-organizational skills in Effective Communication, Results Orientation, Learning Agility, Digital Fluency, and Customer Centricity.
Ability to work on complex problems requiring in-depth evaluation of multiple factors.
Ability to impact a function, lead or provide expertise to functional project teams, and potentially participate in cross-functional initiatives.

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 data-driven strategies to identify opportunities for increased sales 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 formulate recommendations and 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 enhance customer engagement and sales efforts.
Apply advanced subject matter knowledge, contribute to and lead complex projects, exercise independent judgment in resolving business issues, and establish policies.
Develop productive internal and external working relationships and potentially mentor and guide lower-level employees.