Customer Assurance Manager; CAM

Position: Customer Assurance Manager (CAM)
## Customer Assurance Manager (CAM)
Apply locations:
All Cities, Massachusetts, United States of America time type:
Full time posted on:
Posted Todayjob requisition :
3163861

Customer Assurance Manager (CAM)
** Description
- ** HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.
HP has an impressive portfolio and strong innovation pipeline across areas such as:
* Retail Industry Solutions
* Notebooks & Convertibles
* Desktops & Workstations
* Mobile Workstations
* Artificial Intelligence
* Blended & Virtual Reality
* 3D printing
* Multi-function Printing We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

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* Key Responsibilities:

** Leading post-sale support and driving deep strategic relationships for assigned key HP customers of significant scope and complexity at the country, region or worldwide level.
Working in a collaborative and a cohesive manner with key HP business units, the CAM works across functions to lead solutions for customer problems, provides installed base performance data and analysis, proactive information including advisories and pre-alerts.  
* Analyzes failure rates and trends to identify opportunities to improve the health of devices in customer environments.
* Utilizes business skills to lead complex cross functional escalations.
* Ability to utilize Project Management skills to drive resolution for complex or unique situations.
* Acts as single point of contact to manage technical escalation investigation with Customer IT Department, HP ATS and 3rd party (if needed).
* Provides proactive support for customer product deployments, including post-sale product and tools training & continued product education for HP products, tools, and solutions.
* Develops compelling proposals for new business benefits, features, and resolving critical customer issues and complex problems.
* Analyzes the business, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.
* Develops strategies and business plans that align with organizational objectives, focusing on enhancing total customer experience (TCE).
* Utilizes business acumen to participate in complex cross-functional initiatives with significant impact on the services business.
* Assures Customer Experience and Quality leadership by utilizing a suite of tools and proactive processes to drive stronger relationships in creating a positive customer experience
* Manages the product quality experience to resolution and drives internal accountability within HP.
* Collaborates with cross-functional teams to identify and implement process improvements within the services route to market, delivery, business operations, and individual and team productivity to enhance overall efficiency.
* Collaborates across regions, geographies, and global teams to assist in the implementation of innovative services, solutions, or programs and their associated processes to address evolving customer and market demands while promoting profitable growth.
* Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
* Strong troubleshooting skills, which have provided many opportunities to handle complex issues to full resolution
* Working in a collaborative and a cohesive manner with key HP business units, the CAM works across functions to lead solutions for customer problems, provides installed base performance data and analysis, proactive information including advisories and pre-alerts.
* Overall Program Management for the AMS CAM Function to support customer engagement and business growth.
* Responsible for retention and business growth by ensuring exceptional customer experiences and by proactively acting on indicators from the customer through direct feedback and engagement with sales & support teams.
** Education and Experience

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