Customer Experience Mgr
Hewlett Packard Enterprise
Athens, Greece
πριν από 5 μέρες

At HPE, we bring together the brightest minds to create breakthrough technology solutions and advance the way people live and work.

Our legacy inspires us as we forge ahead dedicated to 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.

We are looking for a Customer Experience Manager - Greece.

Primary role is to manage volume customer relationship at geo / country level working closely with the Geography GSD Volume lead and supporting the GSD country manager(s).

He / she acts as a temporary customer advocate for customers without an ADM, DCDM, ASM or Value DM during the solution of a customer issue or problem.

The Customer Experience Manager (CXM) is actively supporting the GSD country manager in escalation, elevation, upselling activities.

This is a customer facing role.Although the reporting line is at geo level they usually work on country level to allow customer visits and being able to speak the local language.

E2E responsibility for GSD customers without an ADM, ASM, DCDM or Value DM during the solution of a customer issue or problem.

The work is a temporary assignment for a customer based on incident when needed to ensure quality of service delivered against agreed customer commitments.

Collaborating 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 GSD PointNext.

Responsible for customers within a defined geography, with flexibility to also cover customers in other areas as required.

Onsite visits to customers required, along with remote work.

Responsibilities :

End to end Delivery customer management

  • Ensures HPE meets customer contractual commitments with high quality and cost effective HPE service and support delivery
  • Act as a mediator between customer and all GSD teams in case of service delivery issues (CSC, SC, Escalation Team, CRT, etc.)
  • Facilitates collaboration between customer, EG&TS Sales and Business teams, if required.
  • Act as a dedicated HPE contact for customer with no ADM / DCDM / ASM / Solution DM.
  • Act as a temporary advocate during the solution of a customer issue or problem.
  • Manages customer satisfaction

  • Review satisfaction state with customer where required.
  • Follow up with GSD and trigger the needed action.
  • Gets in touch with respective GSD stakeholders in case of corrective actions needed.
  • Manages communication of status to customer focal and HPE account team.
  • Participates in an Out Of Hours Duty Manager rota, managing all OOH issues and escalations on a rota basis

    Evaluates and communicates business impact to HPE stakeholders.

  • Communication focal point for Delivery customers.
  • Communication focal point for all HPE stakeholders with regards to customer requests.
  • Capture knowledge

  • Collects problem knowledge based on customer issues.
  • Distributes best practice and initiatives between involved cross-functional parties.
  • Trigger problem management

  • Involves problem managers in case of problem identified.
  • In case of major problem raise this to their respective GSD stakeholders or teams.
  • Trigger Change management

  • Trigger and control change management document when special customer handling required.
  • Trigger and control exclusion process when required.
  • Upsell opportunities at customer site

  • Identifies any upsell opportunities at customer site.
  • Triggers ONELead / LOGO process when required.
  • Support the sales teams to upsell.
  • Working relationships : External (>

    50%, up to 100%) :

  • Either on-site or remote or both
  • Internal :

  • Critical Event Monitoring & Exceptions Management
  • Escalation and Complaint management
  • Service Line Management process
  • Change management process
  • Problem Management
  • Cross domain communication
  • TS Business
  • Sales and pre-sales
  • Knowledge & Skills

  • 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 escalationsProblem Management : Proactively and reactively look for solutions to prevent the most complex problems from occurring across teams / applications / technologiesChange 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

  • Knowledge of legal ramifications / conflicts in Customer Relations environment such as consumer rights and manufacturers’ warranty responsibility.
  • Demonstrated ability to lead and inspire teams to achieve results, develop relationships across organizations and accomplish goals under pressure situations.
  • Strong skills in exercising independent judgment.

  • Demonstrate skills in management, planning, problem solving, innovation, analysis, communication and negotiation.
  • Excellent communication skills : verbal, written and presentation with the capability to represent HPE towards customers.
  • Highly developed negotiation / influencing skills.

  • Ability to develop innovative multi-faceted solutions for complex issues and problems.
  • Computer and application proficiency; Salesforce, Microsoft Office skills (Excel, PowerPoint, etc.) and other analytical aids to help manage the operations.
  • HPE is an equal opportunity employer / Female / Minority / Individual with Disabilities / Protected Veteran Status

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