Description
We are seeking a Security Customer Experience Lead (f/m/d) to oversee and manage the entire Services Quote to Cash process for Germany secure or government orders. As a Customer Experience Lead, you will be responsible for ensuring accurate and timely delivery to Sales and partners, managing requests from Sales, Partners, and Customers, and guiding stakeholders through our quote to cash process.
Responsibilities:
- Supports Germany security or government orders
- Manages the end-to-end (E2E) Services Quote to Cash processes for HPE Services
- Oversees non-standard accounts with High Complexity
- Takes ownership of the entire contract lifecycle (quotes, bookings, renewals, changes, true-ups, escalations, invoicing, etc.)
- Validates sales, partner, and customer requests to ensure all prerequisites are met
- Ensures requests comply with HPE policies & standards/ Process Compliance
- Serves as the primary contact for sales, partners, and customers, addressing all requirements
- Collaborates with country teams, sales representatives, and other stakeholders to meet expectations and make decisions that meet customer needs
- Advocates for automation by utilizing automation tools and systems
- Monitors and manages Service Level Agreements (SLAs) for respective accounts
- Conducts quality checks
- Prepares upcoming renewals for accounts, ensuring readiness for Sales within legal periods, and follows through with the renewals team
- Assists with renewal forecasting and planning
- Participates in global or regional programs to deploy new processes, tools, or systems as an account lead
- Monitors and maintains all operational reports to ensure the prevention of any revenue leakage
Requirements:
- Typically, 2+ years of Operational experience
- University Degree or higher based on country rules
- Supply Chain, Order to Cash, Contract Life Cycle Management or related
- Advanced knowledge and understanding of HPE/Industry portfolio and processes
- Customer experience management
- Process optimization and automation proficiency
- AI literacy
- Advance storyteller
- Analytical thinking
- Time management
- Management of change
- Negotiation
- Complex problem solving
- Decision making
- Accountable & Influential leadership
- Can Do Attitude
- Languages on business level: English, German
- Tool Proficiency: Microsoft 365 is a must, SAP is preferable
- Ü2 security clearance to be able to work with these customers
We offer:
- Competitive salary and extensive benefits package (pension scheme, insurances, bike and car leasing, and other fringe benefits)
- Work-life balance (flexible working time and hybrid workplace model, 30 vacation days, four HPE Wellness-Fridays, up to six months paid parental leave)
- Support for education, training, and career development
- Diverse and dynamic work environment