Sales Operations Customer Advocate

hace 4 meses

Tlaquepaque, México Hewlett Packard A tiempo completo

**About the organization**

The HP Industrial Division is a growing business unit that provides world-class digital printing solutions, unlocks new business opportunities, and drives profitable growth in Industrial Printing. As solid market Leaders, we have been able to consolidate as technology innovators, market disrupters and profit generators for our customers.

Industrial Print Sales Operations is the backbone of the business activity, driving processes and tools to keep the sales motion meanwhile increasing our customer satisfaction and brand loyalty. This area works collaboratively with the Sales Organization, Business Management, Services, and many other key stakeholders, driving operational excellence and manage business continuity risks.

As a Sales Operations Customer Advocate, you will manage the end-to-end customer claims process, from data collection and case analysis to settlement drafting and deployment, following management and contractual guidelines. This role requires cross-functional coordination, integrating inputs from various internal teams to align on claim resolutions.

Drives operational excellence, system efficiencies and effective communication across the different teams to create synergies, collaboration, and alignment. A team player with strong commitment to accomplish tasks and goals, deep understanding of change management and capable to work agile to deliver fast results; this includes the understanding and analysis of account financials required to manage top level escalations by interacting with HP leadership team and management at customer/partner side. This role exercises independent judgement within generally defined policies and practices to identify a solution, assist in driving our operational strategy

**Responsibilities**
- Execute the claims management process connected to the sales cycle. Responsibilities include data collection, case analysis, coordinating technical assessments, creating settlement proposals, processing approvals, and closing cases with customer-facing teams (service or sales).
- Conduct regular governance calls with assigned regions to ensure efficient communication and foster team dynamics, promoting smooth information flow and internal cooperation. Organize calls with relevant stakeholders to analyze complex cases, including root cause analysis, financial impact, and commercial context, to facilitate informed decision-making.
- Log claims cases in the Jira tool, ensuring that relevant data is updated so key claims details are reflected accurately across internal platforms and dashboards.
- Provide assessments of risks and liabilities, considering both long-term vs short-term impact on potential and open claim cases for different organizations.
- Maintain close connections with local legal counsels to ensure compliant and well-documented agreements as necessary.
- Ensure the proper deployment of signed agreements with various internal teams, with careful attention to record retention based on audit requirements.
- Act as focal point of contact to internal/external stakeholders for moderate to high complex operational matters Act as a point of escalation and collaborate with other functions to drive resolution of operational issues of medium to high complexity, in support of the customer/partner requirements.
- Prepare and run operational performance reviews with country sales and/or strategic customer/partner and support improvement plans.
- Proactively communicate operational processes changes to sales and/or customers/partners and internal clients; support the implementation phase.
- Lead other functions and organizations to resolve issues (e.g., sales teams, supply chain, logistics) as they relate to customer support.
- Drive and/or monitor efforts to optimize current processes, often collaborating with other groups within HP to improve day-to-day activities.
- Represent the customer/partner needs and provide business requirements to projects of moderate to high complexity.
- Resolve high impact operational issues (e.g., issues related to global trade and compliance policies, issues with high dollar-value exposure).
- Assist with other projects within AMS Sales Operations as required

**Education and Experience Required**
- First-level university degree or equivalent experience; may have advanced university degree.
- Typically, 2-3 years of related experience, preferably in business administration, sales operations, customer experience, finance, contract management or similar.

**Knowledge and Skills**
- Excellent communication skills (e.g. written, verbal, presentation); mastery in English and local language as well as other languages as required.
- Basic financial and business acumen. Solid understanding of core HP businesses and the revenue cycle.
- Superior research and analytical skills.
- Ability to collaborate and network with other groups and functions to reach business objectives, in support of the customer/partner requirements. De

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