Sales Support Representive with German Skills (Job Number #1619490)

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Employer: Hewlett Packard Enterprise
Domain:
  • Customer Support - Client Service
  • Sales
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 06.04.2017
    Short company description

    At Hewlett Packard Enterprise, our ideas propel our world faster. We’re an industry-leading technology company. And we’re accelerating everything we do. With the industry’s most comprehensive portfolio, our technology and services help transform our customers around the world to become more efficient, more productive and more secure. They enable our customers to go further. And our employees to develop, learn and advance their careers. Ready to change the world? No one’s doing it faster.
    Mission: 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.

    Requirements

     First level university degree
     Typically 2+ years of related experience (e.g., sales, customer service, procurement, sales support)
     Fluent in English and German (both written and spoken)
     Solid PC Knowledge (Word, Outlook, Excel, PowerPoint, database in general)
     SAP know-how
     Previous experience in a renewal/ inside sales/telesales role, collections, ideally in a software department. Alternatively customer support experience.
     Knowledge on E2E sales process
     Ability to structure and apply basic organizational skills to manage daily operational issues · Problem solving and analytical skills
     Business comprehension
     Proven negotiations skills and techniques
     Proven abilities in customers relationship management
     Initiative and ability to work under pressure
     Time management skills and ability to handle complex tasks, client needs and processes
     Ability to learn and effectively use of Customer Support tools/resources
     Proactive in learning new versions, products, modules
     Team Spirit

    Responsibilities

    Manages a portfolio of SW support contracts
    Acts as a first point of contact for ongoing customer accounts/HPE Partners on daily operational matters
    Ensures in time renewal for All SW support contracts within assigned portfolio
    Ensures forecast accuracy ( for assigned pipeline using Support Sales Cloud tool)
    Ensures the check and resolution for all order/ revenue / and business relevant issues
    Maintains high satisfaction level of customers thru proactive communication, proper prioritization of received requests and high data accuracy
    Responds and resolves all customer requests using email, phone and Skype for business
    Resolves operational issues that may arise from the end-to-end sales process (e.g., order status, cancellations, invoicing)
    Takes full ownership of Front Office responsibilities and coordinates all activities within the process, including involvement of partners both internal and external
    Ensures the interface between Credit and Collections, license sales team, SW business, delivery, product development (I.e. order status, revenue, post-sales). Ensures all questions are answered
    Contacts customers with cancelled support in order to identify win back opportunities
    Takes appropriate actions according to HP procedures and policies
    Ensure open communication in a timely manner with other HP business units/ functions
    Identify all customer requirements and goes beyond immediate issues offering long-term solutions
    Performs checks and business control as per audit requests in order to secure HPE’s revenue
    Assures the admin responsibility for contracts activation. Assure that they are handled correctly from a commercial and legal point of view along the HP Enterprise customer support policies and procedures.
    Respects and applies internal procedures: document in the system all order bookings, all contacts with assigned customers and partners, as well as reports clean-up
    Occasionally needs to take over lead functions for customer projects from administrative point of view.
    Collaborates with other functions and organizations to resolve issues (e.g., sales teams, supply chain, logistics) as they relate to customer support.
    Ability to negotiate effectively with a predilection for correct decision making and deadline