Customer Experience Lead

Customer Experience Lead

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.

Job Family Definition:

Executes operational activities related to quote, price, configuration, deal registration, order management process, invoicing, and contract life-cycle management to ensure that sales orders are successfully completed from quote to delivery and credited appropriately assigned for sales compensation. Produces deal documentation and configures systems to reflect ordering processes. Generates invoices and client billing in accordance with service and product agreements. Records, updates and validates customer and deal information in systems produces reports and analyses of sales processing activities.

Management Level Definition:

Applies basic foundation of a function's principles, theories and concepts to assignments of limited scope. Uses professional concepts and theoretical knowledge acquired through specialized training, education or previous experience. Develops expertise and practical knowledge of applications within business environment. Acts as team member by providing information, analysis and recommendations in support of team efforts. Exercises independent judgment within defined parameters.

What you'll do:

• • Acts as the first point of contact for customers with standard and non-standard contracts (complex accounts with specially agreed terms and conditions) on day-to-day operational issues.

  • Resolves operational issues that may arise from the entire sales process flow (e.g., order status, return and delivery, invoicing, and post-financial sales schedules).

  • Acts as the first point of contact for specific topics in the assigned segment (for example: order management, special prices) and holds training courses for team members.

  • Contributes to efforts to optimize current processes and collaborates with other departments within HPE to improve day-to-day activities.

  • Maintains a high level of cooperation and collaboration with the sales team and / or the end customer through proactive communication as well as increased data accuracy.

  • Is the team representative in the role of process expert to other functions and organizations.

  • Ensures and maintains the relationship between the sales department, business, distribution department, processing team, development department and customer. It is ensured that the requests and questions come from them, will receive an answer in the TAT established by the process.

  • Ensures verification, functionality, business control and compliance with audit requirements aimed at securing HPE financially.

  • Assuming administrative responsibilities for the performance of customer support contracts and ensuring compliance with the legal and commercial rules and procedures of HPE.

  • Occasionally, administrative coordination for client projects will be taken over.

  • Ensuring process optimization and knowledge transfer between all parties involved in the process.

  •. Ensuring the proper maintenance of contracts within HPE systems.

  • It functions as a contact point for the C&C department, the distribution department, the finance department.

  • Presentation and escalation of topics in the area of ​​responsibility of the management team, its own team and those adjacent

  • Initiating and participating in interdisciplinary meetings within your own team or within the organization Pointnext Global Operations.

  • Align with HPE standards of business conduct.

  • Knowledge and alignment with HPE values.

  • Knowledge and use of internal HPE connections.

  • Analyzing processes and business studies in order to improve the process.

  • Providing online training and guidance courses for customers (eg S360 / S360 Pro system)

  • Providing answers to questions and requirements from Pointnext Global Operations.

  • Process-wide process monitoring between the processing team and the contract management team (AOL)

  • Ensuring that all documents are printed / stored / sent in a timely manner.

What you need to bring:

Education and Experience Required:

• Bachelor's degree in Business Management or equivalent
• Typically 2-4 years experience
• Experience implementing policies, processes, and analytics methods to support client sales processing
• Ability to apply analytical, statistics and problem solving skills.
• Understanding of business and sales processing tools, systems and practices
• Familiarity with reviewing and interpreting client agreements
• Strong written and verbal communication skills
• Mastery in English, Spanish and local language.
• Ability to effectively communicate sales processing plans, proposals, and results and negotiate options

Knowledge and Skills:

• Basic understanding of business and sales processing tools, systems and practices
• Good analytical, statistics and problem solving skills.
• Good written and verbal communication skills
• Basic MS Office knowledge

Accountability, Accountability, Active Learning (Inactive), Active Listening, Bias, Business, Coaching, Creativity, Critical Thinking, Cross-Functional, Design Thinking, Empathy, Follow-Through, Group Problem Solving, Growth Mindset, Intellectual Curiosity (Inactive), Interprets Data, Long Term Planning, Managing Ambiguity, Operational Performance, Operations Processes, Personal Initiative, Process Changes, Process Improvements, Sales {+ 4 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#india#operations

Job:

Sales Operations

Job Level:

Entry

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.