Customer Relationship Manager

Customer Relationship Manager

Job Description:

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.

Responsibilities:

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

Competencies:

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.

Experience:

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

#CBHPE

Job:

Services

Job Level:

Specialist

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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