Customer Experience Lead at Hewlett Packard Enterprise

Cairo, Cairo, Egypt

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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

Accountability
Active Learning
Active Listening
Bias awareness
Business acumen
Coaching
Creativity
Critical Thinking
Cross-Functional collaboration
Design Thinking
Empathy
Follow-Through
Group Problem Solving
Growth Mindset
Intellectual Curiosity
Interprets Data
Long Term Planning
Managing Ambiguity
Operational skills
Alignment with HPE standards of business conduct and values
Knowledge and use of internal HPE connections

Responsibilities

Acts as the first point of contact for customers with standard and non-standard contracts on day-to-day operational issues
Resolves operational issues from the entire sales process flow (e.g., order status, return and delivery, invoicing, post-financial sales schedules)
Acts as the first point of contact for specific topics in the assigned segment (e.g., 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 high level of cooperation and collaboration with the sales team and/or end customer through proactive communication and increased data accuracy
Serves as the team representative in the role of process expert to other functions and organizations
Ensures and maintains relationships between sales department, business, distribution department, processing team, development department, and customer, responding to requests within established TAT
Ensures verification, functionality, business control, and compliance with audit requirements to secure HPE financially
Assumes administrative responsibilities for customer support contracts and ensures compliance with HPE's legal and commercial rules and procedures
Occasionally handles administrative coordination for client projects
Ensures process optimization and knowledge transfer between all parties involved in the process
Ensures proper maintenance of contracts within HPE systems
Functions as a contact point for C&C department, distribution department, and finance department
Presents and escalates topics in the area of responsibility to management team, own team, and adjacent teams
Initiates and participates in interdisciplinary meetings within own team or Pointnext Global Operations
Analyzes processes and conducts business studies to improve processes
Provides online training and guidance courses for customers (e.g., S360 / S360 Pro system)
Provides answers to questions and requirements from Pointnext Global Operations
Monitors processes across the processing team and contract management team (AOL)
Ensures all documents are printed, stored, and sent in a timely manner

Skills

Key technologies and capabilities for this role

Customer ExperienceOrder ManagementInvoicingProcess OptimizationSales CollaborationContract ManagementOperational Issue ResolutionProactive CommunicationData AccuracyTeam Training

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

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 role?

This information is not specified in the job description.

What key skills or experiences are needed for the Customer Experience Lead role?

The role requires strong customer communication skills, process optimization expertise, collaboration with sales and other departments, and knowledge of operational processes like order management, invoicing, and compliance.

What is the company culture like at Hewlett Packard Enterprise?

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 Customer Experience Lead position?

Strong candidates will have experience acting as a customer point of contact for complex accounts, resolving sales process issues, optimizing processes, collaborating across departments, and ensuring compliance and data accuracy.

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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