Manager for NWE ABM Team

Description

Job Summary
This role is responsible for managing a team developing customer engagement strategies and fostering strong customer relationships to drive satisfaction and loyalty. The role defines and tracks KPIs utilizes data for personalized communication and provides regular updates to the leadership. The role oversees issue resolution identifies process optimization opportunities and ensures ethical and legal compliance to enhance the overall customer experience.

Responsibilities

• Develops and executes the overall customer engagement strategy aligned with the organizations goals and objectives.
• Leads and oversees a team of individual contributors and/or supervisors providing guidance mentorship and support.
• Cultivates and maintains relationships with key customers and channel partners including senior executives to ensure their needs are met and to drive customer satisfaction and loyalty.
• Defines tracks and reports on key performance indicators (KPIs) related to customer satisfaction loyalty revenue growth and operational efficiency.
• Utilizes datadriven insights to segment the customer base and tailor communication support and marketing strategies to specific customer groups.
• Maintains open and effective communication with senior leadership providing regular updates on customer engagement performance and strategic initiatives.
• Establishes and maintains a structured feedback loop with customers gathering input and insights to drive product and service improvements.
• Handles and oversees the resolution of complex and escalated customer issues utilizing advanced problemsolving skills and indepth product and industry knowledge.
• Identifies opportunities for process optimization and enhancement across the entire customer engagement lifecycle streamlining operations and enhancing efficiency.
• Ensures that all customer engagement activities comply with ethical and legal requirements including data protection and consumer rights.

Education & Experience Recommended

• Fouryear or Graduate Degree in Business Administration Economics Sales Marketing or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 710 years of jobrelated experience or 57 years of management experience preferably in customer relationship management (CRM) customer service customer experience management account management or a related field.

Preferred Certifications
Project Management Professional (PMP) Certification
Certified Sales Operations Professional (CSOP)

CrossOrg Skills
Customer Centricity
Prioritization
Resilience
Team Management
Strategic Thinking

Impact & Scope
Impacts function and leads projects requiring understanding of multiple disciplines or areas of HP.

Complexity
Uses managerial concepts and company objectives to resolve issues in creative and effective ways.

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.

Job

Schedule

Shift

Travel

Relocation

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 youd like more information about HPsEEO Policyor your EEO rights as an applicant under the law please click here:Equal Employment Opportunity is the LawEqual Employment Opportunity is the Law Supplement