Customer Experience Lead (Internship Role)

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

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, analyse 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.
Customer Success Leads are storytellers, able to understand how and when to communicate to customers and stakeholders with a customer centric mind-set, delivering 100% quality on the stipulated turn around to Sales, Partners and Customers.

Responsibilities / Accomplishments

• 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
• Supply Chain / Order / Service Life Cycle Management
• Very Good Storyteller
• Analytical Thinking
• Time Management
• Customer Centric
• Management of Change
• Negotiation
• Problem Solving
• Decision Making
• Accountable Leadership
• Can Do Attitude
• Determined 6 months/ 6 hours Contract Internship with possibility of extension
• Start of activity - 10th of February 2025
• Location - Bucharest, Romania

Languages

• English - advanced level

Tool Proficiency

• Microsoft 365 is a must

Education and Experience Required

• Enrolled in University

Accountability, Accountability, Action Planning, Active Learning (Inactive), Active Listening, Bias, Business, Calendar Management, Coaching, Computer Literacy, Creativity, Critical Thinking, Design Thinking, Empathy, Follow-Through, Group Problem Solving, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Office Administration, Policy and procedures, Recordkeeping, Risk Assessment, Service And Support Planning {+ 6 more}
Health & Wellbeing
We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development
We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.


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Job:
Administration Job Level:
N/A
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.


HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.