Customer Success & Growth Support Specialist
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:
HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you.
The Growth Support Specialist engages with sales, customers/partners, business, and operations to improve the installed base renewal execution throughout the service lifecycle and drive excellent customer experience. The rep is responsible for exploiting new growth opportunities from new solutions, additional services, product and propose HPE services solution to customer/partner representative for action.
Following HPE compliance and process rule, the Growth Support Specialist develop, implement, and utilize various processes/digitalization tools to enable the sales lifecycle and drive selling efficiency (pricing, orders, invoicing, opportunity assessment, field inventory management and other sales pipeline analytics and forecasting solutions), report and analyse order pipeline, bookings, and order forecasting to ensure business health management.
What you’ll do:
- Strong partnership with Installed Based Sales/Installed Based Account Specialist to renew and grow Long-Tail renewal & conversion Opportunities
- Focus on account management, renewals, and new business expansion
- Independently manage renewals, with engagement of IB Reps as needed. (i.e - Escalations, SND)
- Ownership of conversion of Support Services and upsell of warranty only
- Manage process required activities (i.e, WebMarms, Opportunity Review, Legal, Campaign Codes, etc.)
- Own Internal & External customer engagement
- Ownership for end-to-end, on-time Renewal & Conversion
- Proactive Partner/Customer activities: Welcome package, courtesy calls, set clear customer expectations
- Forecast renewals in Salesforce for Long-Tail space and follow up with Customer/Partner for closure of Opportunity.
- Maintain updates in SFDC and disposition for HPE Services Customer Operations team
- Creating and maintaining strong 1 to 1 relationship with the Partner/Customer, point of contact for HPE Services
What you need to bring:
- Bachelor's or master’s degree in business management or equivalent
- Typically, 2-5 years’ experience (sale operations, customer relations, financial management, procurement)
- Compliance mindset, in-depth understanding of HPE policy & process.
- Proactive and can-do attitude, embrace the challenge.
- Customer-centric mindset to drive excellent sales/customer/partner experience
- Strong written and verbal communication and negotiation skills. Capable of articulating compliance/process/business case and provide cogent proposal/inputs to customer/partner.
- Good storyteller. Leverage the expertise in HPE portfolio/process/compliance to structure, position and present HPE service solution to customer/partner.
- Strong knowledge in business lifecycle, sales processing system/tools, and practices
- Ability to apply analytical, statistics and problem-solving skills
- Familiarity with reviewing and interpreting client agreements
- Supporting Country:
- Australia & New Zealand. The reps should follow Australia & New Zealand customers working time.
- Languages
- Advanced local language skills (Read, Write, Talk, Listen)
- Outstanding English skills(need to engage with customer from Australia & New Zealand by call/email/chat)
Additional Skills:
Accountability, Accountability, Active Learning (Inactive), Active Listening, Bias, Business, Coaching, Creativity, Critical Thinking, Cross-Functional, Design Thinking, Empathy, Follow-Through, Group Problem Solving, Growth Mindset, Intellectual Curiosity (Inactive), Interprets Data, Long Term Planning, Managing Ambiguity, Operational Performance, Operations Processes, Personal Initiative, Process Changes, Process Improvements, Sales {+ 4 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:
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Job:
Sales Operations
Job Level:
Specialist
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.
