Customer Relationship Manager
Customer Relationship Manager
Hewlett Packard Enterprise Financial Services (HPEFS) helps customers determine smart and effective ways to invest in technology to make their business great. Helping customers change the economics of IT, HPE Financial Services delivers a full range of leasing, financing and lifecycle asset management services. The company develops financial solutions that enhance customers' ability to deploy an IT infrastructure that meets their needs today – and into the future.
This customer delivery position will need to have a strong small ticket mind set and will own the end to end partner and customer relationship for a large volume portfolio. The Customer Relationship Manager (CRM) is responsible for successful implementation and management of the customer solution design. The CRM manages customer relationships, monitor metrics, drives resolution of all customers queries. CRM works closely with the Partner, Customers, Sales and supporting functions through all levels of the Customer's organization to ensure high Customer satisfaction, to drive business growth within the account and to identify the ongoing refinement of the solution design to meet customers changing needs.
Implement and manage e2e Customer solution design
Manage successful delivery of customers' first invoice
Monitor customer metrics and identify/implement improvements
Manages escalations within a quick turnaround time
Drive resolution of customer queries
Seek opportunities for growth in the business
Ensure CD forecasting is collected across all different segment and reconciled with Sales Leaders
Coordinate procedural enhancements with all concerned parties ensuring measurable compliance
Monitor and manage activity trackers
Monitor and manage funding activity
Serve as liaison for vendor relationships
Deliver customer experience
Prepare and run quarterly operational performance reviews with the CDM, PRM, (if applicable) customer and or partner (if applicable) and supports improvement plans
Coordinate and communicate operational process changes to the partner
Support Total Customer Experience
Ensuring up to date contacts are maintained within internal systems
Proficient and compliant to internal processes and policies
Demonstrate sound judgment, prompt follow-up, and timely escalations
Provides solutions to small ticket customer operational issues and shares best practices within their peer group
Proactive interaction and collaboration with various internal and external stakeholders
Excellent communication skills (e.g. written, verbal, presentation); mastery in English and local language as well as other languages as required
Demonstrate strong relationship management skill set
High-energy, driven to excel; motivated to get things done quickly and accurately
Independent thinker/problem solver; able to access issues with a broad scope
Demonstrate leadership capabilities and excellence in customer service
Consulting, negotiation and influencing skills
Demonstrated project management skills such as planning, execution and implementation particularly in the small ticket space
Solid understanding of core HPEFS businesses, systems and revenue cycle
Effective organization, time management, prioritization, follow-up and execution skills
Superior research and analytical skills
Good knowledge of Microsoft Office tools, particularly Excel, Word, and PowerPoint.
University degree or equivalent experience; advanced university degree preferred
Typically 4-10 years of related experience, preferably in leasing, financial services and customer service, sales
HPEFS past experiences is a strong asset
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.
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