Customer Success Intern

Customer Success Intern

Description:

As a Customer Success Intern, you will be supporting your customers as they transition from sales prospects post pursuit phase to active users of our printing products. You will be part of our Global Service & Solutions (GSS) contractual team focused on customer loyalty and building close long-term client relationships. You will be a key player, part of the Northwest Europe (NWE) Services account team supporting our Customers and Customer Success Sr. Managers to reach maximum benefits from HP’s printing contract. As a CSA, you will proactively look out for our customers’ business, suggesting new and innovative ways to keep them succeeding with our products and support the digitalization of their printing environment.

The customer success team picks up where sales leave off. They help onboard customers and become our customer's mentors. CSM's main goal is to get them started as fast as possible and monitor their satisfaction as they grow and are involved in multiple phases of the customer lifecycle, so they have a bird’s eye perspective. Success managers also have a view of future product upgrades and changes. They can advocate for their customers by connecting the clients’ wishes to the business’ larger strategy.

Requirements:

• This is a placement year opportunity which will take place for 13 months, from July 1st, 2025, until July 31st, 2026.
• Able to live and work in the UK as a hybrid worker, with regular travel to the Reading Headquarters.
• Must be eligible to work in the UK.

Role Accountabilities / Responsibilities:

• Support customer relationships where required at a commercial/business level for the customer & HP internal business functions.
• Lead localized deals and inbound deals which comprise Sales, Pursuit, and manage the Account Delivery team (coordination of all resources in the account team to deliver the contracted and agreed services).
• Contract communications to Customer (General service queries/requests) and timely communications to Lead/local CSMs.
• Support Strategic Business Reviews meetings with Lead CSM (topics: cascading information from local customer and the account team, regional alignment on commercial & business topics).
• Provision of Renewal information to support local or Lead CSMs (performance details, opportunities, info gained through proactive engagement and communications with the customer).
• Cost management - identification of reduction in costs and liaison with business operations to realize those savings.
• Service/Supplies Escalation Management (liaise with local customer when Service Delivery Managers cannot solve issues and communicate upwards to the Local/Lead CM).
• Identify upsell opportunities and work with Lead CSM or AMs accounts in completion of those opportunities, working with pursuit teams and where required registering and tracking these opportunities using tools such as Microsoft Dynamics.
• Contract escalation point of contact for our customers (Continuous SLA failures, Amendments, Updates, terminations/expiry process). Timely communication to Local/Lead CSM to ensure TCE performance is at the highest levels.
• Serve as a customer advocate inside HP and demonstrate business value with all lines of business within the customer environment (IT, procurement, finance).
• Ensure Partners and Suppliers are managed in alignment with the contracted services/costs.
• Lead conversations and negotiations with the Local/Inbound customer for Charged Items (Customer Damage, lost toners, exceptions break-fix examples, etc.).
• Work with Marketing to drive growth/upsell activity with our customers.

Job: Administration

Schedule: Full time

Shift: No shift premium (United Kingdom)

Travel: Not Specified

Relocation: Not Specified

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 you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement