Lead, Customer Contact and Sales Tools Management

Job Description:

Responsibilties:

• Consults with business stakeholders/global process owners and/or experience leads to manage new capability requests, comprehend and assess the impacted business processes, and define/rationalize/documents requirements according to platform/tool guidelines, capabilities, compliance standards and functionalities
• Central point of contact for their capability area for new features, enhancements and changes – identification and evaluation of impacts to the SFDC Platform (data, systems, integrations, capabilities) in collaboration with other Capabilities, Advanced Admin and IT/SI
• Owns end-to-end delivery of SFDC capability implementations (release cycles) – refining and defining scope, confirming the design, build, testing management, and MTP validation to ensure alignment with program/project requirements. 
• This includes working directly with Advanced Admin, HPE IT, SI team, Experience Team, Process Owners and Stakeholders throughout the development lifecycle and confirming sign off during each phase of the release to ensure delivery of capabilities and functionalities align to requirements and platform stipulations.
• Provides documentation for tools and process steps by persona to support Training and MOC for new functionality or changes to existing capabilities; conducts read outs to stakeholders, Training/MOC team, support teams in partnership with Global Opportunity Management and Forecasting Business Process Lead
• Collaborates with other SFDC Capability Leads when requirements and features impact their respective capability areas and platform E2E
• Reviews latest Salesforce.com releases to evaluate and recommend new GA features and upcoming roadmaps together with Advanced Admin to enable ongoing innovation
• Production case monitoring, consulting, intervention and escalation management with leadership and stakeholders for SFDC capability and integrated processes/tools.
• Supports MADO integrations – system, capability and data map & gap, manage requirements and releases to deliver required functionality for interim and end state deliverables
• Defines and scopes scenarios triggered by changes requested by business, by IT, regular updates, and larger projects impacting/supporting selected HPE personas supporting the Sales, Partner and HPE Operations organizations
• Governs and provides guidance on changes that are requested. Capability lead should protect the SF environment, promotes consistency of experience for users (internal and external), promotes consistency of functionality at a global level, and provide alternatives to solve business problems if needed.
• Ensures a clear and complete understanding and documentation of the user stories and requirements - this includes managing requests, escalations and requirements coming from business, program team, extended team members and coordinating and communicating as necessary to ensure the right actions are taken.
• Helps manage the solution development process, with AA or IT and Business, keeping in mind governance goals for consistency and optimization efforts on the platform, as well as ease of use for users. Test Script creation and maintenance, or support of this process if business owns.
• Oversees the development of playbooks solutions on the SFDC Platform for the above HPE personas and provides relevant MOC, Communications and training for tools and processes
• Works with End-to-End Process Team and SME Advisors to identify process changes and opportunities for capability improvement
• Drives process and operational improvements ensuring operational excellence and delivers meaningful improvements in SFDC user experience for Sales, Partners and Sales Operations
• Is key interface across sales with IT, Vendors, RTM, Marketing, BUs and global functions
• Provides domain-specific expertise and overall quality leadership and perspective to cross-organization projects, programs, and activities understanding how SFDC updates will affect our HPE users’ experience and impact to business processes overall.
• Supports and executes the sales M&A due diligence and integration of acquisitions

Requirements:

• You have bachelor's or master’s degree in business management or equivalent
• You have typically 6 - 10 years’ experience
• You have experience designing and implementing overall process and tools management and improvement frameworks to provide SFDC Capability and features designed to the HPE sales process.
• You have thorough understanding of and experience in applying business and sales operations practices and process design to situations
• You have mastery in English and local language.
• You have ability to effectively communicate business processes and how sales tools and capabilities align to those processes.
• You have strong stakeholder engagement and can interface with Directors / VPs level

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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