APPLY Overview What you need to know about the job Related Content Map At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work. What sets us apart? Our people and our relentless dedication to helping our customers make their mark on the world.
We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy. We live by our three values: partner, innovate and act. Our legacy inspires us as we forge ahead, always pushing to discover what’s next.
Every day is a new opportunity to advance and grow ourselves, our company and the industry. Some people call it an obsession, we call it a way of life. What you need to know about the job Job ID:1074946 Date Posted:12/17/2020 Job Category:Services Schedule:Full time Shift:No shift premium (Italy) Hewlett Packard Enterprise advances the way people live and work.
We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world. Our new innovative IT services organization is HPE PointNext. We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.
Are you looking for a unique, truly innovative role? We are looking for aCustomer Experience Manager – Italyto join us In this amazing role, you willmanage Foundation/Warranty customer relationship at geo/country level working closely with the geo Foundation/Warranty segment lead and supporting the Country Account Services director. TheCustomer Experience Manageris actively supporting the Country Account Services director in escalation, elevation, upselling activities.
He/she will collaborate with process owners, domain/sub-region representatives and SMEs within all service value chains and all delivery methods to maintain or regain customer satisfaction and trust in HPE Pointnext Services. The Customer Experience Manager will be responsible for customers within a defined geography, with flexibility to also cover customers in other areas as required. How will you make your mark: You will be responsible of the End to end Delivery customer management You will ensure that HPE meets customer contractual commitments with high quality and cost effective HPE service and support delivery You will act as a mediator between customer and all Account Services teams in case of service delivery issues (GRS, SC, etc.
) You will facilitate collaboration between customer, Infrastructure HW Growth and Services, Software & Consumption Growth teams, if required You will act as a dedicated HPE contact for customer and as a temporary advocate during the solution of a customer issue or problem You will manage customer satisfaction and review satisfaction state with customer where required You will follow up and get in touch with respective Account Services stakeholders in case of corrective actions needed You will manage communication of status to customer focal and HPE account team, acting as a focal point for Delivery customers and for all HPE stakeholders You will distribute best practice and initiatives between involved cross-functional parties You will trigger problem management and change management You will manage customers either onsite or remotely, interfacing with C-levels If you are… A person with broad knowledge of corporate policies, products, markets, functional or business knowledge and processes, as well as an understanding of business management principles and practices including the following: Escalation Management: Identify, manage, and lead escalations Problem Management: Proactively and reactively look for solutions to prevent the most complex problems from occurring acrossteams/applications/technologies Change Management: Independently review and verify changes/solutions of high complexity and risk to meet customer needs. Lead or participate in a Change Advisory Board or Technical Advisory Board Aware of legalramifications/conflictsin Customer Relations environment such as consumer rights and manufacturers’ warranty responsibility Able to lead and inspire teams to achieve results, develop relationships across organizations and accomplish goals under pressure situations. Strong skills in exercising independent judgment Skilled in management, planning, problem solving, innovation, analysis, communication and negotiation A person with excellent communication skills: verbal, written and presentation with the capability to represent HPE towards customers.
Highly developed negotiation/ influencing skills Able to develop innovative multi-faceted solutions for complex issues and problems Good in using Salesforce, Microsoft Office skills (Excel, PowerPoint, etc.) and other analytical aids to help manage the operations Apply now What we can offer you: Extensive benefits, a competitive salary and participation in the shared values and purpose that make Hewlett Packard Enterprise one of the world´s most attractive employers At HPE, our goal is to provide equal opportunities, flexible work-life balance, and constantly evolving career growth. If you are looking for challenges in an exciting, supportive and international work environment, then we definitely want to hear from you.
Continue the conversation by clicking apply now below, or directly via our Careers Portal at www.hpe.com/careers.
Join us and make your mark Find out more about us and follow us on: https://twitter.com/HPE_Careers HPE is an Equal EmploymentOpportunity/ Veterans/Disabled/LGBT andAffirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills.
We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. 1074946 HPE is an equal opportunity employer/Female/Minority/Individual with Disabilities/Protected Veteran Status
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