Customer Experience Lead at Hewlett Packard Enterprise

Chennai, Tamil Nadu, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

Requirements

Knowledge and alignment with HPE standards of business conduct
Knowledge and alignment with HPE values
Knowledge and use of internal HPE connections

Responsibilities

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, ensuring requests and questions 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
Ensuring process optimization and knowledge transfer between all parties involved in the process
Ensuring the proper maintenance of contracts within HPE systems
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
Analyzing processes and business studies in order to improve the process
Providing online training and guidance courses for customers (e.g., S360 / S360 Pro system)
Providing answers to questions and requirements from Pointnext

Skills

Key technologies and capabilities for this role

Customer ExperienceOrder ManagementInvoicingContract ManagementIssue ResolutionSales ProcessTraining DeliveryIT Operations

Questions & Answers

Common questions about this position

Is this role remote or hybrid?

This role is designed as ‘Hybrid’ with an expectation to work on average 2 days per week from an HPE office.

What is the salary or compensation for this position?

This information is not specified in the job description.

What are the main responsibilities of the Customer Experience Lead?

The role involves acting as the first point of contact for customers on operational issues, resolving sales process problems like order status and invoicing, optimizing processes, collaborating with teams, and ensuring compliance and relationships across departments.

What is the company culture like at HPE?

HPE's culture thrives on finding new and better ways to accelerate what’s next, values varied backgrounds, offers flexibility to manage work and personal needs, embraces bold moves together, and supports career growth.

What makes a strong candidate for this role?

Strong candidates should excel in customer-facing communication, process optimization, cross-departmental collaboration, and ensuring compliance with financial and legal standards, particularly in handling complex accounts and sales operations.

Hewlett Packard Enterprise

Provides enterprise IT solutions and services

About Hewlett Packard Enterprise

Hewlett Packard Enterprise provides enterprise IT solutions with a focus on cloud services, artificial intelligence, and edge computing. Their products include HPE Ezmeral for managing containers, HPE GreenLake for cloud services, and HPE Aruba for networking. These solutions help businesses improve their performance and adapt to digital changes. HPE's business model includes selling hardware, software, and services, as well as offering subscription-based services and long-term contracts. What sets HPE apart from competitors is its commitment to open-source projects and its active developer community, which supports collaboration and innovation. The company's goal is to empower organizations to transform digitally and optimize their operations.

Houston, TexasHeadquarters

1939Year Founded

IPOCompany Stage

Hardware, Enterprise Software, AI & Machine LearningIndustries

10,001+Employees

Risks

Integration challenges with Juniper Networks may delay AI-driven networking benefits.

Competition from startups like Flywheel could impact HPE's AI and cloud services.

HPE's acquisition strategy may strain resources and distract from core operations.

Differentiation

HPE's GreenLake offers a unique hybrid cloud platform for diverse IT environments.

HPE Ezmeral provides advanced container management, enhancing enterprise AI and analytics capabilities.

HPE's Aruba solutions integrate cloud security and networking for seamless, secure connectivity.

Upsides

HPE's acquisition of Juniper Networks boosts AI-driven innovation in networking.

OpsRamp acquisition enhances HPE's IT management with AI-based automation capabilities.

Axis Security integration strengthens HPE's cloud security offerings with SASE solutions.

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