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.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

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 / geographyHandles the E2E Customer Operations processes for HPE ServicesManage the standard accounts, Indirect RTM, low value and complexity dealsValidating the sales/partner/customer requests for appropriate prerequisites to deliver their needsAssuring the requests are in line with HPE Compliance and PoliciesSales/Partners/Customers facing on all the requirementsCollaboration with country teams, sales reps, and other stakeholders as a first point of contact to achieve the sales/partners/customer expectationsE2E 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 stagesBeing an Automation Advocate by using automation tools and systemsMonitor & Own the Service Level Agreements (SLAs) for the respective accountsPerform Quality ChecksEnsure upcoming renewals for the accounts are ready and available for Sales within the legal periodsFollow through with renewals teamInvoice Disputes management - work with Credit and collection team and sales to ensure the disputes are resolved and customer pays the invoiceRenewal Forecast & Planning supportEnsuring Process CompliancyCollaboration within the team internally assisting on decision making to deliver the customer needsEscalation ManagementOwning Root Cause Analysis and ActionsConsultancy & knowledge sharing for Sales, Partners and HPE StakeholdersParticipates in global or regional programs as an account lead to deploy new process, tools or systemsMaintain data quality of the accounts with updated information using Account profile toolMaintain the Operational Reporting’s

Requirements

University DegreeSupply Chain / Order / Service Life Cycle ManagementCustomer Experience ManagementProcess Optimization and Automation is a plusAI LiteracyEffective Communication and Presentations SkillsSupply Chain / Order / Service Life Cycle ManagementVery Good StorytellerAnalytical ThinkingTime ManagementCustomer CentricManagement of ChangeNegotiationProblem SolvingDecision MakingAccountable LeadershipCan Do AttitudeDetermined 6 months/ 6 hours Contract Internship with possibility of extensionStart of activity - 10th of February 2025Location - Bucharest, Romania

Languages

English - advanced level

Tool Proficiency

Microsoft 365 is a must

Education and Experience Required

Enrolled in University

Additional Skills:

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}

What We Can Offer You:

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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

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Job:

Administration

Job Level:

N/A

    

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative 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. Please click here: Equal Employment Opportunity.

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.