Customer Experience Lead, Customer Welcome Centre

2 weeks ago

Melbourne, Victoria, Australia Hewlett Packard Full time

Job Summary


As a Customer Experience Lead, you are responsible for planning and managing the customer briefings and events at the Melbourne Customer Welcome Center.

You'll work with a variety of internal stakeholders to plan and prepare the appropriate content and experiences, tailored to the specific requirements of that customer and account team.

On briefing days, you'll host the customer, deliver demos and experiences to inspire them, and ensure the relevant discussion leaders are aligned with the briefing objectives.

Additionally, 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 Melbourne center.

_ Responsibilities:
_

  • Plan, manage and execute impactful customer experiences and briefings
  • Responsible to deliver engaging innovative showcase tour that bring HP's technology/solutions to life
  • Lead prep calls with Account Teams and Discussion Leaders to ensure all briefing participants are aligned on final agenda
  • Collaborate with business leads to define and implement customer experiences at CWC, ensuring HP's latest products/solutions and business priorities are well represented in the center
  • Partner with business teams to develop content for the market (including vertical segment content where applicable) to ensure briefing topics are relevant and updated
  • Be responsible to ensure that all metrics for briefings are properly tracked and accurate (eg. sales opportunities, attendee details, postbriefing feedback)

_ Education and Experience Required:
_

  • Bachelor's degree in a commercial or applicable technology field or equivalent experience
  • 7+ years of customer facing experience in a commercial environment, e.g sales, solutions engineering, customer success
  • Experience working with a variety of customer stakeholders; across executive, end user and technical roles
  • Familiarity with the IT industries 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
  • Able to summarize technological concepts/features and translate their applicable business value to a variety of audiences.
  • 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

Why HP Australia?

  • Australian Market Leader across PC & Print
  • A wide and varied product portfolio to market
  • Recognised globally as an Employer of Choice and certified as a Great Place to Work 202
  • Cultivates and encourages a diverse and inclusive culture with multiple Business Impact Groups
  • Gold Level, Skilled Workplace Accreditation from Mental Health First Aid Australia
  • Market Leading Mentoring Program
  • Recognised and one of the world's most sustainable companies
  • Wellness Programs
  • Flexible work environment
  • Supportive team culture
  • Also encourage Aboriginal and Torres Strait Islander people looking to start or continue their career in HP.
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