Description -

Job Summary

• This role is responsible for nurturing key customer relationships, resolving complex issues, and using data-driven insights to drive improvements. The role manages cross-functional relationships, communicates performance updates to management, and develops personalized initiatives for customer retention and growth.

Responsibilities

• Develops and maintains strong, long-term relationships with key customers
• Serving as the primary point of contact for complex issues and strategic discussions.
• Handles and resolves customer issues and escalations leveraging in-depth knowledge of organization products and services.
• Leverages data analytics, customer feedback, and insights to identify trends, pain points, and opportunities for improvement.
• Manages and strengthens relationships with peers and other departments, ensuring effective collaboration and alignment with customer needs.
• Provides regular updates to the management on customer engagement performance and strategic initiatives.
• Develops and implements personalized engagement initiatives to enhance customer retention, loyalty, and advocacy.
• Collaborates closely with other departments to improve solutions and ensure seamless customer interactions.
• Provides mentorship and training to junior ABMs, when needed
• Ensures that all customer engagement activities comply with ethical and legal requirements, including data protection and consumer rights.
• Stays abreast of emerging technologies and innovative solutions to enhance customer engagement and streamline processes.
• Understanding billing terms and also meeting deadlines regarding sending invoices to clients
• Works with the Team Lead to keep a track of billed and unbilled accounts, providing fast and accurate statuses when requested.

Education & Experience Recommended

• Four-year or Graduate Degree in Business Administration, Economics, Sales, Marketing, or any other related discipline
• At least 3 years of work experience, preferably in customer relationship management (CRM), customer service, customer experience management, account management, or a related field or an advanced degree with 3-5 years of work experience.

Languages

Spanish is a must

Knowledge & Skills

NA

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Impact & Scope

• Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity

• Responds to routine issues within established guidelines.

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.

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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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"