SW Support Sales Representative with Spanish Skills
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.
First level university degree
Typically 2+ years of related experience (e.g., sales, customer service, procurement, sales support)
Fluent in English and Spanish
Solid PC Knowledge (Word, Outlook, Excel, PowerPoint, database in general)
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
Excellent skills in verbal and written communication skills with ability to convey medium to advanced impact messages clearly (verbal, written and presentation) to internal and external peers.
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
Manages a portfolio of SW support contracts for assigned region and is responsible for SW support contracts renewal
Contacts customers with cancelled support in order to identify win back opportunities
Acts as a first point of contact for ongoing customer accounts/HP Partners on daily matters
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
Ensures forecast accuracy ( for assigned pipeline using Support Sales Cloud tool)
Clear and concise documentation of all pending accounts
Takes appropriate actions according to HP procedures and policies
Understands very well the basic principles of accounting and the techniques related to job responsibilities
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.
Presents and escalates professional topics in the area of responsibility to the management team, the own team and adjacent teams.
Initiate and attend interdisciplinary meetings.
Assures compliance with the HP Enterprise standards of business conduct.
Knows and lives the HP Enterprise values.
Knows and uses the HP Enterprise internal network.
Analyzes processes and business cases in order to provide solutions for improvement
Delivers Training/Guidelines to customer online (i.e. SSO tool)
Assures that all documents are imaged in a timely manner
Ability to negotiate effectively with a predilection for correct decision making and deadline