Installed Base Specialist
ROLE DESCRIPTION v 18.10.16
The Installed Base Specialist (IBS) protects and grows the valuable annuity customer base of Technology Services Support through contract renewal, conversion and upsell.
The IBS works proactively with the customer at their assigned accounts to build confidence in HPE. They drive opportunities from qualification through price negotiation to close, delivering order target, profitable business and expanded share of wallet.
They actively use and promote tools to maximise growth opportunities and efficiency.
They may specialize in efficient telesales renewal execution using eTools in the small / medium business segment, or specialize in retain and develop’ major corporate accounts (global accounts / commercial & public) working on site with customers and with TS Sales as needed for major changes or new solutions.
Delivers & looks to exceed assigned order target
Proactive account planning to maximize account farming - upsell and conversion opportunities
Maintain high level of customer satisfaction
Strong funnel and accurate forecast
Increase usage of e-Commerce
Accountable for actively pursuing renewal / conversion opportunities in their assigned accounts (end user account, OEM account, System Integrator) to deliver and exceed order target with profitable business and high level of customer satisfaction.
Owns the end-to-end process : proactively planning the renewal, contacting customers, negotiating price and closing the deal.
Much of this is done by telephone for SMB segment or in addition on site for major customers, working with the customers’ Purchasing Managers, IT Executives and Directors.
Creates, maintains and implements an up-sell plan for main assigned accounts to meet customer needs and maximize revenue (must use PROP for major accounts).
Will be the main TS Support account contact for the customer on installed base matters, and be an integral part of the HPE account team (for larger accounts) to drive the IB business while working closely with sales / business / delivery contacts for all-
round understanding of the customer, their business needs, issues, potential.
Proactively builds customer confidence in HPE’s remote sales capabilities, 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.
Daily management of forecasting & funnel management via agreed processes & tools (using HPE customer relationship management tool (e.
g. SFDC pipeline report). Provides inputs to accurate and timely Flash process (order value, risk, upsides).
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 BDN resolution, invoice dispute or order reporting).
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
Solid sales and negotiation skills (on the phone / face-to-face for larger accounts).
Knowledge of customer account specifics & customers business, with strong 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.
Ongoing management of her / his own opportunity pipeline in HPE customer relationship management (CRM) tool. Ability to provide accurate and timely inputs to sales forecast upon management request.
Knows and understands HPE’s sales tools, processes and approval processes (e.g. PROP questionnaire, CAP, SFDC, SAP, e-tools etc.).
Strong 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 shows initiative and leadership.
Analytical with attention to detail and MS office knowledge (excel).
HPE is an equal opportunity employer / Female / Minority / Individual with Disabilities / Protected Veteran Status