Global Accounts Care Agent (North America)

Global Accounts Care Agent (North America)

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

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

Management Level Definition:

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

What you will do:

•  OPERATIONAL MANAGEMENT / METRIC AND INDICATORS

• Embrace One Care culture and act as One Team, supporting the operational excellence
• Control individual key performance indicators of Global Care team and implement corrective actions in case of deviations, as highlighted by direct manager / Team Leader
• Support other functions to resolve cases that impact key performance indicators in a timely manner (Order Processing, Invoice Corrections, Physical Claims, WW SNI etc)
• SFDC backlog hygiene (ex: aging above 6days, Listening Post, root cause field usage, validation of indexing etc)
• Actively participate in weekly team meetings, coming with feedback / ideas and take ownership (as SME, volunteer, SPOC etc) when an opportunity arrives
• Keep a proactive attitude and constantly share with the team ways to improve the way they work (best practice sharing)
• Establish close collaboration with customers and BU teams to effectively receive the necessary feedback and to understand the need for improvement in specific areas; raise awareness and involve dedicated contacts in the loop for offering a solution
• Take proactive ownership on specific activities related to optimizing revenue and improving cash flow, as well as timely invoicing orders (Billing Block release, intangibles follow-up, customer acceptance etc)
• Drive MOC actions for self-serve options (Raise a Question usage, OSV/VSA, Digital Assistant, live chat)
• Customer / country specials maintenance
• ADMINISTRATIVE RESPONSIBILITIES
• Plan the continuity of activities during holidays and national holidays (identify a backup internally) + agree with manager/ TL the planning
• Update regularly BEATS with requested information related to SNI topic

• Additional/schedule:

• Works on dedicated night-shift to sustain North America customers

What you will bring:

• Typically, a Bachelor's degree or equivalent experience or Master's degree and 2-4 years’ experience in a customer facing role

Knowledge and Skills:

• Solid knowledge in operations management and customer experience focused
• Experience in collaborating with multiple countries / sub-regions at a high level of complexity
• Good understanding of sales operations processes
• The ability to cope with multiple activities in a dynamic and multi-functional work environment
• Proficiency in English / another language is a plus
• Excellent verbal and written communication and customer service skills
• Intermediate-level knowledge of operating systems software
• Ability to analyze and solve problems, manage periods of high stress (end of financial quarter)
• Experience and demonstrated presentation skills or story telling skills

Accountability, Accountability, Active Learning, 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}

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.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.

#india

#operations

Job:

Sales Operations

Job Level:

Intermediate

    

    

Hewlett Packard Enterprise is EEO 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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.