The Installed Base Account Specialist (IBAS) ensures effective and efficient contract management of complex and large accounts for Technology Services Support while engaging the AOL for fulfilment. The IBAS supports the Field Sales Rep (FSR) with complete and accurate quotes to maximize contract renewal, conversion and upsell and to enable best in class Service Delivery. They work proactively with the customer at their assigned accounts to build confidence and make it easier for them to do business with HPE.

Expected outcomes

  • Proactive account planning to maximize account farming by identifying upsell and conversion opportunities.
  • Deliver or exceed assigned growth target in value and time.
  • First point of customer contact for all contract related enquiries with the aim to maintain high level of customer satisfaction.

Key responsibilities

  • To drive up customer satisfaction through proactive client contact, accuracy & good turn around to ensure industry-leading service levels.
  • To support and drive order and revenue growth by proactively managing the customer's account and by identifying upsell opportunities, quoting opportunities, while ensuring compliant contracts. Much of this is done by telephone and in addition on site working with the customers’ Purchasing Managers, IT Executives and Directors – all in close alignment with the assigned Field Sales Rep (FSR).
  • Depending on the account, the IBAS creates or supports the FSR with data-gathering and data-analysis in the creation, maintenance and implementation of an up-sell plan for assigned accounts to meet customer needs and maximize revenue (must use PROP for major accounts).
  • Contributes to HPE account team to drive the IB business while working closely with sales/ business/ delivery contacts for all-round understanding of the customer, their business needs, issues and potential.
  • Proactively builds customer confidence in HPE, from procurement to senior levels of customer management. This also includes accurate and timely response to customer requests and proactive customer TCE activities: courtesy calls, setting clear customer expectations.
  • Escalation management - seeking assistance from assigned Sales Rep/Manager as necessary.
  • Depending on agreement between FSR and IBAS, the IBAS may be assigned to update SFDC opportunities with value.
  • Responsibilities include maintaining up-to-date knowledge of the services portfolio to maximize sales potential and adherence to all policy and audit requirements.
  • Focuses on the account and makes full use of their assigned Account Operations Lead (AOL) in the Global Operations (GO) organization for all operational tasks (can be involved in Business Decision Needed (BDN) resolution, invoice dispute or order reporting).
  • Depending on the stage of the AOL deployment, the IBAS may still be asked to perform certain operational activities like order booking - although the desired end-state is for the IBAS to initiate action from the AOL for all operational activities.
  • Interacts as required with cross functional organizations on a country/regional basis such as TS Sales, Service Line, Support Delivery, Engagement & Pursuit, Global Operations, Infrastructure Product Management, Legal, Finance, and senior management to ensure sales objectives and goals are met.

Knowledge and skills

  • Deep knowledge of complex order management criteria in combination with customer specific requirements.
  • Customer facing skills, including basic sales and negotiation skills (on the phone and face-to-face).
  • Knowledge of customer account specifics & customers business, with commercial awareness and business acumen.
  • Listens to customer needs and tailors messages to customers based on their needs and ties-in additional upsell, upgrades, or extended services.
  • Exhibits knowledge of HPE portfolio of services and infrastructure products, and capacity to learn and utilize product / service resources to meet job requirements.
  • Must be a team player.
  • Must be able to juggle multiple tasks and competing priorities.
  • Must be able to apply subject matter knowledge to solve common and complex business issues within established guidelines and recommend appropriate alternatives.
  • Exercises independent judgment within generally defined policies and practices to identify and select a solution.
  • Knows and understands HPE’s sales tools, processes and approval processes (e.g. PROP questionnaire, CAP, SFDC, SAP, e-tools etc.).
  • Solid presentation, communication and influencing skills in local language and English.
  • Knowledge of order acceptance criteria as well as Government and Business policy compliance, SOX, SAB 104. Sufficient understanding of order acceptance criteria & processes for efficient order booking (done by AOL with clear segregation of duties).
  • Requires excellent organizational and time management skills, professionalism, influencing, negotiation, customer experience, communications, and attention to detail.
  • Proactive, and demonstrates initiative and ownership.
  • Analytical with attention to detail and MS office knowledge (excel).

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

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Confirmed 17 hours ago. Posted a month ago.

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