Customer Delivery Manager with Spanish Description - At HP, our vision is a world where innovation drives extraordinary contributions to humanity. Our mission is to create technology that inspires ambitious and meaningful progress with the belief that one thoughtful idea has the power to change the world. As a Customer Delivery Manager you have a win-win opportunity: Use your skills to manage the delivery of our printing services, then grow your own career through a variety of paths inside one of the world’s leading technology companies. You will be responsible for managing remotely the operation of Managed Print Services for MPS Customers finding proper balance between customer satisfaction and profitability for HP. What a Customer Delivery Manager does at HP: - Is the single point of contact for the customer managing change requests and customer queries - Manages day-to-day operation and assumes responsibility for all service levels to be delivered to customer - Proactive elevation and escalation management - Prepares, leads and manages operational account reviews - Coordinates all relevant resources (internal/external partners) - Supports Total Customer Experience management and achieves customer satisfaction targets - Manages Change Orders and provides consulting to customer on new products and services - Manages forecasting and P&L on an account basis and maintains profitability - Tracks and captures data/metrics Individuals who do well in this role at HP, usually possess: - University or College degree - + 2 years of customer delivery experience, ideally Outsourcing or Project Management or Consulting - Strong English language skills (spoken and written) - Strong Spanish language skills (spoken and written) - Experience with Customer Delivery Management and general customer handling - Leadership experience - Client facing experience (face-to-face or remote) - Project management or project coordination experience Personal skills and qualities that will help you out: - Strong collaboration, influence and negotiation skills in cross-functional teams - Ability to manage conflict and complex situations - Ability to apply business acumen and results driven attitude - Comfortable to work in a remote, virtual environment - Process and Methodology focused Technical skills: - MS Office applications and min. basic level of Excel - Project Management Methodologies - would be an advantage - ITIL foundation, processes & tools knowledge – would be an advantage - MS process and technology knowledge and background - would be an advantage We love our work environment and career growth journey. We think you will too: - Inspirational and collaborative team that supports your growth - Various career paths that foster your development in various fields (e.g. contract and customer relationship management, business analysis, DATA & Automation, process design and optimization, new systems integration, project management, trainings, leadership etc.) - The great professional exposure with a wide range of collaborators (e.g. corporate clients, business sales functions, higher management) empowers you to have a meaningful impact What we offer: - Work from home days - Food vouchers - Sports card - Life insurance - Medical insurance *Please, note, this is a temporary position. 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! Job - Services Schedule - Full time Shift - Standard Shift (Bulgaria) 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. 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"

• Own a portfolio of enterprise accounts, driving successful onboarding, adoption, value realization, and renewal. • Serve as a trusted advisor to customer stakeholders and executives by delivering insights, recommendations, and tailored guidance aligned to their goals. • Partner closely with Sales to identify and support expansion and upsell opportunities, as well as to ensure seamless renewals. • Conduct and deliver high-impact touchpoints including Quarterly Business Reviews, product roadmap sessions, and usage reporting. • Collaborate cross-functionally to escalate and resolve account risks, ensuring alignment on customer goals and challenges. • Track and report on customer health, usage trends, and business outcomes to inform proactive account strategies. • Champion customers internally, influencing product direction and service improvements based on customer feedback and needs. • Develop and refine customer success best practices, tools, and playbooks to continuously improve the customer experience.

• Develop and execute strategic account plans to maximize partner engagement and revenue growth. • Cultivate and maintain strong relationships with key decision-makers and executives at strategic partners and agencies. • Act as the primary point of contact for high-priority or escalated strategic account issues. • Represent the company at industry events and conferences, fostering networking opportunities and building brand presence. • Utilize strong analytical skills to pull and interpret data from multiple sources including Salesforce and Data Studio • Analyze in Excel to model scenarios and support decisions by identifying trends, opportunities, and areas for improvement. • Proactively identify partner needs and challenges, providing innovative solutions and support. • Present data-driven insights and recommendations to partners and internal teams. • Lead and manage complex projects from inception to completion, ensuring timely and successful outcomes. • Collaborate cross-functionally across other Openly teams to align on partner strategies and initiatives. • Oversee the entire implementation process for new clients to ensure a smooth transition and accelerate their time-to-value by driving quick product utilization. • Stay abreast of industry trends, competitive landscape, and market shifts to inform partner strategies.

• Responsible for product and technical inquiries related to Voice AI solutions, ensuring high customer satisfaction and strong product adoption. • Develop, optimize and maintain Voice AI workflows, including prompt design, speech recognition and natural interaction. • Support and train customers to use Voice AI and SaaS products effectively, including onboarding and coaching. • Analyze user feedback and performance data to continuously improve product quality, language models and customer-success processes. • Work closely with product and engineering teams on the development of Voice AI features and the automation of internal processes. • Identify upselling and cross-selling opportunities and actively contribute to expanding existing customer relationships. • Contribute to building out the customer-success infrastructure, e.g., by creating knowledge bases, FAQ systems and Voice AI demonstrations. • Provide technical customer support via phone, voice calls or ticketing systems to quickly and competently resolve technical issues.