Customer Sales and Support Manager

Bangalore, Karnataka, IndiaNo additional locationsCategory: Sales OperationsJob ID: 3068324Posted: 3/17/2021APPLY NOW

HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.

HP has an impressive portfolio and strong innovation pipeline across areas such as:

• blended reality technology – our unique Sprout by HP will change the way people do things
• 3D printing
• multi-function printing
• Ink in the office
• tablets, phablets, notebooks
• mobile workstations

We are looking for visionaries who are ready to make an impact on the way the world works. At HP, the future is yours to create!

Main Responsibilities

The Customer & Sales Support Manager (shorten CSSM) works globally in a multicultural and fast moving business environment, supporting Sales Operations, Business Units (shorten BU) and Sales Force within the area of Catalogue Management and Maintenance. He/she is located in the APJ Global Account Operations team and has a wide variety of responsibilities, including but not limited to the following:

  • Consultancy & Design of Product Offering:

Key contact for the Sales organization for Customer E-Catalogue and Portal related matters.

Guide Sales and implement optimal catalogue structure.

Proactively informs Sales/Customer on any major change in offering or pricing.

Provide B2B and/or ELITE solution consultancy.

Provide consultancy on product specs, Product Lifecycle Management, Replacements, offering and pricing.

Performs triage on issues and redirects to appropriate teams.                       

  • Catalogue Deployment & Maintenance:

Drive Catalogue setup & maintenance in line with Sales and Customer requirements.

Proactive manage EOL and NPI in customer offering and catalogue.

Manage offering and pricing updates across BUs and coordination across regions.

Accountable for quality and availability of customer catalogue and pricing (including PCCS)

Setup simplified deals. Setup users and user access.

Obtain price approval for customer offering and circulate within account team.

Support Contract / Deal Setup & Mgmt

Coordinates bid preparation by providing margin, Configuration and quote

Manages standard and simplified deal setup.

Manages external lease renewal process with customer.

  • Customer support and communication:

Provide customized portal training.

Acts as single point of contact on issues regarding offering, catalogue, B2B and/or ELITE portal access and capabilities.

Provides guidance for Back Office teams with which a direct relation exists.

Proactive inform Sales or Customer on any major change in the catalogue.                       

  • Metrics control and Reporting

KPIs control – self monitor KPIs

Implements corrective actions in case of deviations.

Supporting ongoing strategic projects by implementing, reporting and providing feedback.

Ensure 100% adoption of reporting tools.

Data quality assurance for the info filled in reports, other tools.

Other Responsibilities

  • General responsibilities

Responsible to achieve the individual objectives, as agreed with the direct manager/supervisor at the beginning of HP Inc. fiscal year and as reflected in HP Inc. performance management tool.

Responsible to caring for securing the department’s equipment under his/her ownership during the duration of his/her employment.

Ensures proper backup and handover during vacation and other absence.

Ensure the vacation request and other absence is approved and logged in the appropriate systems.

Applies internal policies to ensure HP Inc. policies and audit requirements are met.

Respects and apply the “Internal Regulation Policy”.

Respects HP Inc. rules of confidentiality and private information policies.

Performs additional activities related to department’s activities as assigned by managers.

Demonstrates fundamental understanding of legal concerns and requirements.

Understands and effectively integrates HP Inc. corporate vision, line-of-business objectives, and associated value propositions within operations program design & roll-out.

Understands HR role in corporate governance and accesses this expertise in support of a positive corporate environment.

Demonstrates fundamental understanding of information management systems and infrastructure

Develops methods for supporting innovation and change across the organization

Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution


(Knowledge, skills, experience)

Relevant work experience in Sales Operations, Supply Chain, or similar

Exposure to/familiarity with e-commerce platforms preferred

Excellent time management.

Problems identification and strategic thinking. Solution oriented.

Bachelor degree or in course of obtaining.

Strong communication skills at any internal hierarchy levels as well as with customers/partners

Independent/self-starter methodology; mature business approach

Fluency in English.


(Behavior, attitude, capabilities)



Good time management

Problem solving

Independent/ Self Sustained

High level of maturity


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