Technical Customer Experience Associate

at  Hewlett Packard

The Customer Welcome Centres are the epicenter of HP’s Executive Engagement Strategy. We are looking for a passionate technologist to join our Customer Experience Program team in London. This role offers a unique opportunity to join our team and have full exposure to exciting technologies and innovative businesses at HP Inc.
In this role, you’ll act as the technical touchpoint for the London CWC team and leverage a variety of skills to deliver demonstrations and experiences to delight and inspire customers and account teams alike. You will be the local owner for the technologies in the space - using your deep knowledge across PC, Print and Video Conferencing to ensure demonstrations systems are configured and operating correctly for customer visits. You’ll support briefing with customers and partners, using your presentation and communication skills to highlight how the features and capabilities of HP’s portfolio translate to business value. You’ll work with the demo and solutions team to implement new demonstrations and products, and ensure our showcase of experiences is up to date as new devices roll out. Outside of the day-to-day, you’ll work within a broader global team to drive operational excellence within the centre, leveraging established processes to ensure the impact of the briefing is correctly tracked and measured. This is an office based role, where you’ll spend the majority of your time in our London centre.

Responsibilities:

• Plan, manage and execute engaging customer experiences and briefings.
• Deliver product demonstrations and guided tours to bring HP’s products and solutions to life.
• Where appropriate, work with account teams to identify and secure discussion leaders to support customer briefings.
• Ensure product demonstrations and showcases are ready for briefings for customers and partners.
• Act as the first point of contact for technical issues with products and room AV in the centre.
• Maintain a working relationship with HP IT to leverage their support for network infrastructure, hardware, and software.
• Develop and maintain knowledge of HP products and strategy
• Lead pre-briefing calls with relevant stakeholders to facilitate information exchange about the customer and to identify key messages for each speaker, and tailor experiences to customer use cases.
• Partner with operations teams to ensure briefing impact on sales pipeline is correctly measured and accounted for.
• Travel up to 20% of your time to support events, meetings and tradeshows outside of the centre.

EDUCATION AND EXPERIENCE REQUIRED:

• Bachelor’s degree in a commercial or applicable technology field or equivalent experience
• Experience working with a variety of customer stakeholders; across executive, end user and technical roles
• Familiarity with the IT + UC industries and common customer pain points
• Understanding of enterprise IT commercial models and sales workflows a plus

KNOWLEDGE AND SKILLS:

• Exceptional communication and presentation skills, both verbal and written.
• Fluency in English language required, other languages to enable support for remote briefings a plus
• Deep understanding of core technologies that encompass HPs portfolio, in particular end user compute and Print.
• Experience with Audio/Video setups in meeting rooms and able to troubleshoot common challenges.
• Capable of inferring key objectives from sales team to deliver experiences that help achieve their sales objectives.
• Strong interpersonal skills; ability to work as a part of a local team and broader global organization.
• Ability to interface effectively with multiple levels of the organization and functional disciplines.
• Able to work under pressure in a fast moving environment, ensuring customer experience is maintained despite changing circumstances and technical challenges

• Plan, manage and execute engaging customer experiences and briefings.
• Deliver product demonstrations and guided tours to bring HP’s products and solutions to life.
• Where appropriate, work with account teams to identify and secure discussion leaders to support customer briefings.
• Ensure product demonstrations and showcases are ready for briefings for customers and partners.
• Act as the first point of contact for technical issues with products and room AV in the centre.
• Maintain a working relationship with HP IT to leverage their support for network infrastructure, hardware, and software.
• Develop and maintain knowledge of HP products and strategy
• Lead pre-briefing calls with relevant stakeholders to facilitate information exchange about the customer and to identify key messages for each speaker, and tailor experiences to customer use cases.
• Partner with operations teams to ensure briefing impact on sales pipeline is correctly measured and accounted for.
• Travel up to 20% of your time to support events, meetings and tradeshows outside of the centre