To manage HP delivery related activities in North America in the Commercial Indirect Market for a set of partners:

• ensure operational excellence and customer satisfaction,
• contribute to securing and developing HP business, from HW to services,
• turn HP support & services into a key sales differentiator,
• take an active and leading role in projects to improve customer services.

Responsibilities:

• Manage strategic partners across the partner life cycle management: selection, qualification, education, communication, operational performance management, compensation.
• Manage communication with Partners (quarterly business reviews, management of regular communication, escalations)
• Build strong interactions with sales and other key stakeholders.
• Work jointly with the channel sales teams, being the Partner Business Managers (PBMs) companion in front of the partner, on all the support and services aspect of the business relationship.
• Keep the trust of the partner at the highest level to make the Support a competitive advantage for HP.
• Drive the appropriate performance analysis and corrective action plans to close the gap with objectives and goals on operational performance, cost and customer satisfaction.
• Ability to perform deep dive investigation and the lead on complex issues, involving many functions, internal and external stakeholders, local and remote contacts.
• Manage the change in the commercial channel segment, from investigation to deployment, on all the initiatives driven by the CSS Organization: IT infrastructure, supply chain model, new service and new support offer.
• Assist partners with escalations and engage the right people into the various Support Functions to get fast resolution.
• Communicate and report to the stakeholders in the Support Organization.

Education and Experience Required:

• Typically 5+ years experience in directly related business.
• Typically first level university degree or equivalent work experience .

Knowledge and Skills:

• Moderate knowledge of IT and services industry
• Detailed oriented
• Excellent written and oral communication skills in Spanish and English
• Strong communication skills
• Proficient with various office productivity applications: Excel, Power Point, Share Point, Teams.