Customer Support Manager - Lagos Island

rnJob Title: Customer Support Manager
rnJob description
rnIn the highly competitive PC and Printer market where after sales support excellence is a major sales differentiator, Customer Services and Support (CSS) EMEA develops, manages and supplies Warranty and Services Support Services to HP Inc. EMEA Customers by delivering a superior Customer Experience at a competitive cost.
rnServices and Support is delivered through the channel (distributors, retailers or Service One partners) or by HP Suppliers. Customers can contact HP directly through the HP Contact Centre or go directly to a repair partner. Alternatively customers can get indirect support by going through retailers or distributors.
rnA fundamental objective is to support the sales team to grow service and hardware sales through excellent service and support delivery.
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rnResponsibilities
rnManage HP support services at country level across all go-to-markets.
rnEnsure that HP end to end support services meet customers’ expectations.
rnTurn HP support services into a key sales differentiator.
rnInteract with Country (Sales and Country Managers) and Customer Services and Support (CSS) stakeholders.
rnOwn Market Intelligence in Support, benchmarking vs competition and assess legal conditions.
rnD eploy country support mix strategy & support/service programs with Partners in the Retail Channel.
rnDeploy local flavor of infrastructure and Supply Chain changes
rnTake an active role/lead in projects to improve customer services.
rnManage Support Partners Accounts (Channel Partners and Subcontractors) across the partner life cycle management: selection, qualification, education, communication, operational performance management, compensation.
rnManage communication with Partners (quarterly business reviews (QBRs) ).
rnEducation And Experience Required
rnTypically 5- 8 years’ experience in the industry, in the Channel environment, Consumer and/or Commercial/Enterprise segments.
rnExperience in Partner Account Management, in Sales, in Procurement will be valuable assets.
rnMaster level in engineering or in business.
rnLanguages: Excellent skills in English (written & oral). Other languages will be useful.
rnKnowledge And Skills Required
rnModerate knowledge of IT and services industry
rnKnowledge of company organization, policies, HP Services (HPS), services offerings, end to end processes, tools, and routes to market is considered an asset. General technical understanding of products.
rnProficiency with desktop applications and familiarity with financial reporting tools
rnModerate level of planning, project management and change management skills
rnGood communication skills & Influence within team.
rnProblem detection and analysis of root causes
rnLeading teams to achieve results
rnHigh Level Of Business Acumen
rnUnderstanding business and key success drivers
rnAbility to bridge operational performance and financial results
rnPartner Management
rnDriving the partner management processes and cycle end to end (validation, qualification, compensation) with the support of the engineering and operational resources of the team
rnDemonstrating negotiation, influence and communication capabilities
rnCollaborative Team Player
rnHigh comfort level in working across cultural and geographic boundaries and with senior management. Interaction with Sales, Category management in the Country with Operations, Engineering, and Program management teams in the region central functions.
rnSolid presentation skills and the ability to quickly respond in a high pressure environment
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