Global Accounts Care Agent (North America) at Hewlett Packard Enterprise

Chennai, tamil nadu, India -

Full Time

Start Date

Immediate

Expiry Date

28 Aug, 26

Salary

0.0

Posted On

30 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operations Management, Customer Experience, Sales Operations, Problem Solving, Communication Skills, Customer Service, Data Analysis, Presentation Skills, Storytelling, Critical Thinking, Cross-Functional Collaboration, Process Improvement, SFDC, Accountability, Active Listening, Growth Mindset

Industry

IT Services and IT Consulting

Description

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. Who We Are: Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. 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 Additional 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} What We Can Offer You: 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. Let's Stay Connected: Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE. #india #operations Job: Sales Operations Job Level: Intermediate HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity. 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. Recruitment Fraud Alert We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications. All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately. Hewlett Packard Enterprise Technology innovation that fosters business transformation. We Are In the Acceleration Business We help customers use technology to slash the time it takes to turn ideas into value. In turn, they transform industries, markets and lives. Some of our customers run traditional IT environments. Most are transitioning to a secure, cloud-enabled, mobile-friendly infrastructure. Many rely on a combination of both. Wherever they are in that journey, we provide the technology and solutions to help them succeed. Standards of Business Conduct (SBC) The Hewlett Packard Enterprise Standards of Business Conduct (SBC) embody the fundamental principles that govern our ethical and legal obligations to Hewlett Packard Enterprise. They pertain not only to our conduct within the company but also to conduct involving our customers, channel partners, suppliers and competitors. Read more about how we win the right way. Equal Opportunity Employer (EEO) Hewlett Packard Enterprise provides equal employment opportunity to any employee or applicant without regard to sex, gender, color, race, ethnicity, religion, creed, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity and expression, physical or mental disability, medical condition, pregnancy, protected veteran status, uniformed service status, familial status, genetic information, political affiliation, or any other characteristic protected by federal, state, or local law. If you’d like more information about your EEO right as an applicant under the law, please click here: Know Your Rights. Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement E-Verify (US & PR only) HPE is an E-Verify employer. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm the employment eligibility of all newly hired employees. For more information click here. Accessibility Hewlett Packard Enterprise is committed to working with and providing reasonable accommodation to qualified, differently abled individuals. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please email global-talent_accessibility@hpe.com. Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability. Disclosure of Sensitive Personal Data Please ensure the resume you submit to us does not include any sensitive personal data. Sensitive personal data includes data revealing information about your racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, health, sex life or sexual orientation. To the extent the resume you submit does contain this type of personal data, you consent to the storing and processing of this data by HPE for the purpose of reviewing and managing your application.

Responsibilities

Manage operational metrics and KPIs for the Global Care team to ensure excellence in customer support and revenue optimization. Collaborate with business units and customers to resolve cases and implement process improvements for North American accounts.