Job Summary
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This role is responsible for defining customer experience requirements across touchpoints, leading voice of customer programs, and designing customized customer experiences. The role applies customer experience design methods to lead cross-functional teams and facilitates discussions resulting in action plans. Additionally, the role monitors KPIs, executes retention programs, contributes to complex projects, and fosters working relationships.
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Responsibilities
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Build and maintain a stakeholder matrix to support new solution introductions and sustain existing print solutions (MyQ, SafeQ Cloud, Printix, Secure Print & Insights, LRS, PaperCut).
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Develop a TC Matrix across all CWC countries to capture insights and unmet customer needs beyond GBU inputs.
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Collaborate with partners and product managers to secure and maintain licenses throughout their lifecycle, avoiding service disruptions.
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Align with HP’s Account-Based Marketing strategy to support accounts based on their sales stage.
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Gain deep knowledge of the HP Solutions Portfolio to guide deployments and optimizations.
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Design and create new experiences tailored to vertical and customer needs.
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Prepare setup documentation and experience guides for smooth implementation.
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Produce tutorials and experience videos to accelerate user adoption and enhance usability.
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Manage CWC experience implementation and maintain a comprehensive catalog of demos.
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Monitor usage metrics and take proactive steps to train staff and improve engagement.
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Apply a consultative selling approach in all design and implementation activities.
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Follow new hardware (HW) introductions and manage end-of-life (EOL) processes.
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Track new software introductions and end-of-life cycles to ensure smooth transitions.
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Plan and execute quarterly update follow-ups to maintain solution relevance and compliance.
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Provide implementation support to local technical teams.
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Develop a strong understanding of the print ecosystem, including Microsoft environments, Mainframe systems (IBM, AS400), and Linux.
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Demonstrate solid technical skills to install and configure all relevant software solutions in cloud and on-premise environments.
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Pursue certifications in Azure, Microsoft Server, and Hyper‑V to enhance technical expertise and support capabilities.
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Education & Experience Recommended:
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Solid knowledge of AS/400 (IBM i) / Mainframe and Unix/Linux environments, with broad infrastructure expertise.
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Advanced Azure skills, with a solid understanding of solution integration.
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Strong understanding of cybersecurity principles and practices.
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Hands‑on experience in deploying technical solutions is a strong plus.
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Ability to promote best practices, support teams during implementation, and ensure practical, high‑quality delivery.
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Strong commercial acumen, with the ability to identify opportunities and create customer value.
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3 to 7 years of professional experience, ideally in project management, presales, channel management, program management, marketing, or a related field.
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Fluent English (written and spoken) is required due to the general scope of the role and its customer‑facing responsibilities.
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Preferred Certifications
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MS Azure & AWS
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Print Solution
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Print Solution (PaperCut, HP solutions, MyQ, Ysoft)
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System Administrator (W2019, 2022)
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Knowledge & Skills:
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Fluent English
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Analytics
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Business Intelligence
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Business Strategies
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Competitive Intelligence
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Customer Insights
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Market Intelligence
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Market Research
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Marketing
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New Product Development
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Power BI
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Python (Programming Language)
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R (Programming Language)
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SQL (Programming Language)
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Thought Leadership
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Azure Certifications to pass during the year.
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Cyber knowledge.
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Cross‑Org Skills
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Effective Communication
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Results Orientation
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Learning Agility
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Digital Fluency
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Customer Centricity
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Impact & Scope:
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Impacts function and leads and/or provides expertise to functional project teams and may participate in cross‑functional initiatives.
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Complexity
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Works on complex problems where analysis of situations or data requires an in‑depth evaluation of multiple factors.
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Disclaimer
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This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.<