Customer Experience Lead – Customer Welcome Center

Customer Experience Lead – Customer Welcome Center

Description –

About the Role

The Customer Welcome Centers (“CWCs”) are the epicenter of HP’s Executive Engagement Strategy. We are looking for a passionate leader to join our Customer Experience Program team in the Palo Alto CWC, located at HP headquarters. The role, based onsite in Palo Alto, California, offers a unique opportunity to join our team and have full exposure to exciting technologies and innovative businesses at HP Inc.

This is a highly visible role, representing one of the world’s leading IT Companies to its most valuable customers and partners through a robust and diverse executive briefing program. The successful candidate will be an energetic and confident self-starter who is detail oriented, with excellent communication, presentation, and people skills. This role will work closely with sales, product/solution teams, marketing, and executive teams across the company, including the C-suite, to provide exemplary support and organization around critical senior-level sales meetings. Between customer events, this role will also monitor the CWC’s KPIs, execute retention programs, and contribute to complex projects.

An ideal candidate will hold mastery and recognized authority on relevant subject matter related to HP’s technical portfolio, including Personal Systems, Print, Hybrid Working and Video Conferencing, Gaming, Solutions and Services, or has demonstrated ability to master similar topics.

Major Responsibilities

• Proactively lead the end-to-end planning and execution of complex customer, partner, community, and internal events in the Customer Welcome Center.
• Partner with business teams to deliver the customer briefings, webinars, and special events. Facilitate discussion, synthesize conclusions, and identify follow up plans resulting from briefings.
• Learn and maintain a current knowledge of HP products, strategy, and storytelling.
• Act as an HP spokesperson throughout customer-facing presentations and tours, maintaining a professional, welcoming, and engaging presence for guests throughout their visit.
• Work with CWC team members to present product demonstrations (both live and recorded) for briefings, webinars, and other HP activities.
• Execute troubleshooting of innovation showcases, spaces, and technology displays, in partnership with Demo Support team.
• Maintain a working relationship with HP IT to leverage their support for network infrastructure, hardware, and software.
• Maintain operational readiness of the physical meeting/demo spaces, physical and virtual demo products, and virtual collaboration platforms.
• Capture customer feedback through approved channels; leverages learnings to improve CWC experience and provide insight to stakeholders throughout HP.
• Utilize the team’s Customer Relationship Management systems and tools and provide periodic activity reports and/or high level data analysis. Develops and leads monitoring of key performance indicators related to customer experience initiatives.

Education and Experience Required

• Four-year or Graduate Degree in Engineering, Marketing, or any other related discipline or commensurate work experience or demonstrated competence.
• 5-10 years of experience in briefing program management, project management, event management, executive engagement, marketing, enterprise or channel sales, or related field.
• Prior customer-facing experience, with ability to understand and empathize with the needs of an enterprise customer base across industries.
• Proven ability to lead demonstrations and/or presentations with confidence and credibility.
• Experience and fluency in technical subject matter, with ability to demonstrate and discuss solutions with customers who have varying level of technical understanding.
• Strong organizational, planning, and project management skills, including ability to flex to changing needs, balance multiple projects, and work amongst stakeholders toward tight deadlines.
• Ability to interface effectively with all levels of management and functional disciplines.
• Familiarity with video conferencing software, presentation tools, and connectivity options. Advanced technical knowledge and experience with virtual platforms a plus.
• Strong interpersonal skills; ability to work as part of a team.
• English language fluency; demonstrated proficiency in second language a plus.

Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets. The typical base pay range for this role across the U.S. is $102,000 — $157,000 annually with additional opportunities for pay in the form of bonus and/or equity. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

HP offers a comprehensive benefits package, including:

• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance

Job –

Marketing

Schedule –

Full time

Shift –

No shift premium (United States of America)

Travel –

Relocation –

Equal Opportunity Employer (EEO) – 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement

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