Customer Experience Lead, Hewlett Packard Enterprise

Customer Experience Lead

Hewlett Packard Enterprise

Location:

Romania, Bucharest

Category:

-

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

The Customer Experience Lead is responsible and accountable for HPE Services End to End Quote to Cash process for orders sold and delivered in the same country or single geography, ensuring accurate and timely delivery to Sales and partners. Customer Success Leads receives requests from Sales/Partners/Customers, analyze these requests to ensure all requirements as per HPE processes and policies are met and guide our stakeholders accordingly. They are the first point for contact for sales rep or other stakeholders/partners, accountable for assigned accounts and portfolio. They are customer facing for orders with standard terms and conditions and low complexity/value and own the end-to-end contract lifecycle ownership from quoting to invoicing.

Job Responsibility:

Supports orders sold and delivered in the same country / geography
Handles the E2E Customer Operations processes for HPE Services
Manage the standard accounts, Indirect RTM, low value and complexity deals
Validating the sales/partner/customer requests for appropriate prerequisites to deliver their needs
Assuring the requests are in line with HPE Compliance and Policies
Sales/Partners/Customers facing on all the requirements
Collaboration with country teams, sales reps, and other stakeholders as a first point of contact to achieve the sales/partners/customer expectations
E2E contract lifecycle ownership (quotes, bookings, renewals, changes, true-ups, escalations, invoicing, etc.)
Ensures that country specials/account specials are taken into consideration for pricing discounts at various stages
Being an Automation Advocate by using automation tools and systems
Monitor & Own the Service Level Agreements (SLAs) for the respective accounts
Perform Quality Checks
Ensure upcoming renewals for the accounts are ready and available for Sales within the legal periods
Follow through with renewals team
Invoice Disputes management - work with Credit and collection team and sales to ensure the disputes are resolved and customer pays the invoice
Renewal Forecast & Planning support
Ensuring Process Compliancy
Collaboration within the team internally assisting on decision making to deliver the customer needs
Escalation Management
Owning Root Cause Analysis and Actions
Consultancy & knowledge sharing for Sales, Partners and HPE Stakeholders
Participates in global or regional programs as an account lead to deploy new process, tools or systems
Maintain data quality of the accounts with updated information using Account profile tool
Maintain the Operational Reporting’s

Requirements:

University Degree
Supply Chain / Order / Service Life Cycle Management
Customer Experience Management
Process Optimization and Automation is a plus
AI Literacy
Effective Communication and Presentations Skills
Very Good Storyteller
Analytical Thinking
Time Management
Customer Centric
Management of Change
Negotiation
Problem Solving
Decision Making
Accountable Leadership
Can Do Attitude

Nice to have:

Accountability
Action Planning
Active Learning
Active Listening
Bias
Business
Calendar Management
Coaching
Computer Literacy
Creativity
Critical Thinking
Design Thinking
Empathy
Follow-Through
Group Problem Solving
Growth Mindset
Intellectual Curiosity
Long Term Planning
Managing Ambiguity
Office Administration
Policy and procedures
Recordkeeping
Risk Assessment
Service And Support Planning

What we offer:

Health & Wellbeing
Personal & Professional Development
Diversity, Inclusion & Belonging

Additional Information:

Job Posted:

March 20, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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