Customer Experience Lead- Washington, DC

HP•Washington, DC

3d•$89,650 - $130,000•Onsite

About The Position

The Customer Experience Lead joins HP’s Washington, D.C. Customer Welcome Center (CWC), which supports HP’s Executive Engagement Strategy. This highly visible, onsite role represents HP to valuable customers and partners through an executive briefing program. The position works with sales, product and solution teams, marketing, and executives—including C-suite leaders—to organize and support senior-level sales meetings. Between customer events, the lead monitors CWC KPIs, executes traffic programs, and contributes to complex projects. The successful candidate brings strong knowledge of HP’s technical portfolio—such as Print, Personal Systems, Hybrid Working and Video Conferencing, Solutions, and Services—or the ability to master similar subject matter. The role plans and facilitates briefings, presents and demonstrates HP offerings, coordinates contributors and materials, gathers customer feedback, and improves the customer experience. The position is full-time and onsite in Washington, D.C.

Requirements

Four-year or graduate degree in Computer Science, Marketing, Business Administration, or a related discipline, or commensurate work experience or demonstrated competence.
Typically 5 or more years of work experience, preferably in a technical role, project management, product management, program management, marketing, or a related field; an advanced degree is also noted.
Superb organizational and project management skills.
Excellent verbal and written communication skills.
Proficient level of English.
Experience in Print, Services, and/or Solutions.
Strong attention to detail and problem-solving skills.
Strong interpersonal skills and ability to work as part of a team.
Ability to maintain confidentiality and handle sensitive information.

Nice To Haves

Additional languages.
Experience with public sector customers.
Presentation and storytelling skills, including the ability to select relevant content and articulate it sensitively and in a targeted way.
Familiarity with consultative selling.
Experience in a technical role, project management, product management, program management, marketing, or a related field.

Responsibilities

Plan, manage, and facilitate executive briefings, general sessions, and presentations from initial request through post-event follow-up.
Present and tailor content introducing HP’s showcase and solutions to customers.
Perform and articulate demonstrations.
Support the deployment and execution of customized customer experiences for assigned segments, products, or solutions.
Manage briefings focused on strategic accounts, large revenue deals, and major relationship opportunities.
Coordinate with departments to gather relevant information, subject matter expert attendance, and briefing materials.
Develop and maintain briefing schedules and keep all parties informed of updates and changes.
Liaise with executives, staff, and external stakeholders to ensure briefing objectives are met.
Oversee the creation and distribution of briefing materials, including presentations, agendas, and reports.
Maintain current knowledge of HP products, strategy, and storytelling, as well as industry trends and current events.
Capture customer feedback through approved channels and use learnings to improve the CWC experience and inform stakeholders across HP.
Evaluate briefing effectiveness and implement improvements as necessary.
Coordinate initiatives that support the Customer Experiences Program.
Monitor CWC KPIs, execute traffic programs, and contribute to complex projects between customer events.