Customer Experience Lead, CWC Gurugram

HP; Gurugram District; On-site; INR 3,600,000 - 6,000,000; Full time

Job summary

HP Gurugram Customer Welcome Centre seeks a Customer Experience Lead to plan and manage customer briefings, host events, and align stakeholders across our global team.

The role is onsite at the Gurugram centre, five days a week, requiring 12+ years of customer-facing experience and excellent communication to translate complex HP solutions into business value for executive and technical audiences. You will collaborate with Account Teams to deliver demos and track outcomes.

Qualifications

• Bachelor's degree in a commercial or applicable technology field, or equivalent experience.
• 12+ years of customer-facing experience in a commercial environment.
• Experience working with executive, end-user and technical stakeholders.
• Exceptional communication and presentation skills; fluent in English.

Responsibilities

• Plan, manage and execute impactful customer experiences and briefings.
• Deliver engaging showcase tours to bring HP's technology to life.
• Lead prep calls with Account Teams and Discussion Leaders to align on agenda.
• Collaborate to define and implement customer experiences at CWC with HP priority topics.
• Develop market content with vertical insights to keep briefing topics relevant.
• Ensure briefing metrics (sales opportunities, attendees, feedback) are tracked.

Job description

Customer Experience Lead, CWC Gurugram Description - The Customer Welcome Centres (CWCs) are the epicenter of HP's executive engagement strategy.

As a Customer Experience Lead, you are responsible for planning and managing the customer briefings and events at the Gurugram Customer Welcome Centre. You'll work with a variety of internal stakeholders to plan and prepare the appropriate content and experiences, tailored to the specific requirements of that customer and account team. On briefing days, you'll host the customer, deliver demos and experiences to inspire them, and ensure the relevant discussion leaders are aligned with the briefing objectives. Additionally, you'll work within a broader global team to drive operational excellence within the centre, leveraging established processes to ensure the impact of the briefing is correctly tracked and measured.

This is an onsite role based at the HP Gurugram Customer Welcome Center, 5 days a week.

Responsibilities:

• Plan, manage and execute impactful customer experiences and briefings


• Responsible to deliver engaging innovative showcase tour that bring HP's technology/solutions to life


• Lead prep calls with Account Teams and Discussion Leaders to ensure all briefing participants are aligned on final agenda


• Collaborate with CWC Solutions Experience Lead and other business leads to define and implement customer experiences at CWC, ensuring HP's latest products/solutions and business priorities are well represented in the center


• Partner with business teams to develop content for the market (including vertical segment content where applicable) to ensure briefing topics are relevant and updated


• Be responsible to ensure that all metrics for briefings are properly tracked and accurate (eg. sales opportunities, attendee details, post-briefing feedback)

Education and Experience Required:

• Bachelor's degree in a commercial or applicable technology field or equivalent experience


• 12+ years of customer facing experience in a commercial environment, e.g sales, solutions engineering, customer success


• Experience working with a variety of customer stakeholders; across executive, end user and technical roles

Knowledge and Skills:

• Exceptional communication and presentation skills, both verbal and written.


• Fluency in English language required


• Able to summarize technological concepts/features and translate their applicable business value to a variety of audiences.


• Capable of inferring key objectives from sales team to deliver experiences that help achieve their sales objectives.


• Strong interpersonal skills; ability to work as a part of a local team and broader global organization.


• Ability to interface effectively with multiple levels of the organization and functional disciplines.


• Able to work under pressure in a fast moving environment, ensuring customer experience is maintained despite changing circumstances and technical challenges

Job - Marketing

Schedule - Full time

Shift - No shift premium (India)

Travel - No

Relocation - No

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.

For more information, review HP's EEO Policy or read about your rights as an applicant under the law here: \" Know Your Rights: Workplace Discrimination is Illegal \"