Operational Account Management

Operational Account Management

Job Description:

Description of the Role


The eCommerce Support Manager (eSM) works within a APJ, multicultural and fast moving Business environment, supporting Customers and Sales Force within the area of quote to order. He/she is located in a central team and has a wide variety of responsibilities, including the following:

Consultancy & Design of Product Offering:

  • Key contact for the Sales organization for Customer eCatalogue and Portal related matters
  • Guide Sales and implement optimal catalogue structure
  • Proactively informs Sales/Customer on any major change in offering or pricing in the portal
  • Provides B2B solution consultancy
  • Provide consultancy on product offering and pricing
  • Performs triage on issues and redirects to appropriate teams

Catalogue Deployment & Maintenance:

  • Drive Catalogue set-up & maintenance in line with Sales and Customer requirements
  • Proactively manage EOL and NPI in customer offering and catalogue
  • Manage offering and pricing update across BUs and coordination across regions
  • Accountable for quality and availability of customer catalogue and pricing (including PCCS)
  • Set-up simplified deals.
  • Obtain price approval for customer offering and circulate within account team
  • Contract/Deal Setup & Mgmt
  • Supports bid preparation by providing margin, config and quote support
  • Manages standard and simplified deal set-up
  • Manages external lease renewal process with customer
  • Manages offering and pricing updates for all Bus

Customer support and communication:

  • Provide customized portal training
  • Manage all quote requests
  • Acts as single point of contact on issues regarding offering, catalog, B2B portal access and capabilities
  • Proactively inform Sales or Customer on any major change in the catalogue

Metrics & controls

  • KPIs control and Global Business Services (GBS) and implements corrective actions in case of deviations.
  • Supports the team for timely closure of all cases impacting the team's KPIs
  • Prepares and presents metrics evolution monthly presentations
  • Monitors, troubleshoots, and improves area-of-control operational processes to ensure optimum performance and practice consistency


General responsibilities:

  • Responsible to achieve the individual objectives, as agreed with the direct manager/supervisor at the beginning of HPE's fiscal year and as reflected in HPE's performance management tool (i.e. perform2win)
  • Responsible to caring for / securing the department's equipment under his/her ownership during the duration of his/her employment
  • Ensures proper backup and handover during vacation and other absence
  • Applies internal policies to ensure HPE policies and audit requirements are met
  • Respects HPE's rules of confidentiality and private information policies
  • Performs additional activities related to department's activities as assigned by managers
  • Demonstrates fundamental understanding of legal concerns and requirements, operations Fundamentals, HPE

Businesses/Operations Integration

  • understands and effectively integrates HPE's corporate vision, line-of-business objectives, and associated value propositions within operations program design & roll-out
  • understands HR's role in corporate governance and accesses this expertise in support of a positive corporate environment
  • demonstrates fundamental understanding of information management systems and infrastructure
  • develops methods for supporting innovation and change across the organization
  • approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution


  • Fluency in English at a native level
  • Degree level education in Economics, Marketing or IT related fields
  • Extensive experience operartional capabilities, especially around the Direct business of EG
  • Experience in working with multiple countries/sub- regions at a high level of complexity


Sales Operations

Job Level:


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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