Customer Engagement Manager

Mexico City, Distrito Federal

Hewlett Packard Enterprise is an industry leading Technology Company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

HPE Aruba offers a comprehensive open and standards-based portfolio designed to address a broad range of customer segments, from small & medium businesses, to the largest enterprises with advanced requirements for leading branch and campus LAN solutions. HPE’s innovative technology and open, standards-based approach to networking is resonating with customers around the world, and HPE Aruba revenue exceeds the sum of its next five competitors.

What you need to know about the job

Job ID: 1046456
Date Posted: 5/2/2019
Primary Location: Mexico City, Distrito Federal
Job Category: Services
Schedule: Full time
Shift: No shift premium (Mexico)

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Aruba is redefining the “IT EDGE”. Creating new customer experiences by building intelligent spaces and digital workspaces. We are focused on campus, branch, mobility and the IoT to transform business models with the combined power of compute, context, control and secure connectivity.

Responsible for the quality, magnitude, and effectiveness of contract relationships between the company and the customer. In concert with the the company sales teams & delivery teams, cooperates in building effective business relationships between the company & the customer. The Client Manager leads the contract account team to meet the customer’s requirements for quality, speed and cost while meeting the company internal metrics in terms of financials and customer satisfaction. Serves as the contract’s principal representative to the customer, making business decisions and contractual commitments on behalf of the company. Responsible for revenue, profit, and increasing the business volume by increasing depth and breadth of the company’s offerings.

Responsibilities:

  • Plans and directs the delivery of contracted business activities throughout the contract's lifecycle (from business development through contract closure) for portfolio of contracts, not to exceed 6.
  • Accountable for the financial performance of the contract - in terms of Revenue.
  • Margin and Growth potential on the portfolio of contracts.
  • Accountable for customer satisfaction with respect to annuity or outsourcing services.
  • Establishes yearly budgets and controls expenses to achieve financial goals.
  • Leads more complex business negotiations or portions of extremely large contracts of >$10M across regions.
  • Plans and directs the delivery of contracted business activities throughout the contract's lifecycle (from business development through contract closure) for portfolio of contracts, not to exceed 6.
  • Accountable for the financial performance of the contract - in terms of RevenueMargin and Growth potential on the portfolio of contracts.
  • Accountable for customer satisfaction with respect to annuity or outsourcing services.
  • Establishes yearly budgets and controls expenses to achieve financial goals.
  • Leads more complex business negotiations or portions of extremely large contracts of >$10M across regions.
  • Directs solution, operational service, partner, and sub-contractor teams that deliver services to the customer.
  • May hire, lead, inspire, and manage a small account team.
  • Leads the account leadership team which is comprised of Sales, Delivery Management, & Client Management). In this capacity, responsible for:
    • As appropriate to the contract agreement, assures compliance with the company and customer's HR, PR, legal, financial, ethics and government related policies, strategies, and processes.
    • Directs the planning, assessment and development of new business opportunities in partnership with the company sales.
    • Develops and nurtures senior mgmt or executive-level relationships with the customer.
    • Significant contributor to the development of long-term strategic account plan; leads substantial portions of the strategic account plan.
  • Pro-actively contributes to the customer's business improvement, planning and budgeting process.
  • Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.
  • Maintains effective communication with and between all functional areas of the account team, as well as with the company at large including its executive leaders.
  • Establishes and oversees a client governance structure that comprises comprehensive, coherent processes and communications between customer, the company, service providers, and partners.
  • Leads the Customer Management Office which includes Account Delivery Manager.
  • Generates additional revenue thru "product pull thru" after an MS outsourcing.

    Education and Experience Required:

  • Bachelors Degree or equivalent combination of education and experience.
  • 3-5years' of Client Mgmt & 10 + years industry experience.
  • Track record of managing larger, somewhat complex portfolio of Annuity Services.
  • Experience in large revenue deals to include combination of multi-country/ business unit/product line.
  • Proven track record in business P&L management, financial concepts and contract law.
  • Experience managing a business in start-up and growth phases.
  • Experience in developing executive level customer relationships including very good negotiation, presentation and communication skills at executive levels.
  • Proven track record in leading large, virtual teams, influential, able to work across organizational boundaries, dealing with ambiguity and setting up internal networks. Note: Annuity Services comprised of sophisticated support services, out-tasking, or outsourcing.

    Knowledge and Skills:

  • Demonstrate broad knowledge of corporate policies, products, markets and processes, and an understanding of general business management principles and practices, financial management, and multinational program management.

    #aruba

    #LI-JW2

    • We offer:
      • A competitive salary and extensive social benefits
      • Diverse and dynamic work environment
      • Work-life balance and support for career development
      • An amazing life inside the element! Want to know more about it?
      Then let’s stay connected!
      https://www.facebook.com/HPECareers
      https://twitter.com/HPE_Careers

1046456

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