Customer Account Operations Manager
Bucharest, Romania
‎‎în urmă cu 1 oră

HP Inc is a fortune 100 company, the market leader in commercial personal systems and printing, driving innovation that empowers 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 such as 3D printing, immersive computing, hypermobility, Internet of all things and smart machines.

What will your role be?

The UK&I Customer Account Operations Manager (AOM) is a key role within the management of our top customers. The AOM is responsible to manage the end-to-end relationship with the customer from an operational point of view.

This includes amongst other things, to set up new customers, to ensure Service Level Agreements are met, to manage large escalations and to solve complex issues, to translate the needs of the customer into an operational plan, to strive for continuous efficiency improvements, and to hold Business Reviews with the customer where needed.

The AOM works closely together with the operational teams in Sales Operations, Supply Chain and Customer Services, as well as Sales and country management.

How your profile should be?

  • Excellent verbal and written communication skills
  • Active listening skills
  • Customer relationship management experience (>
  • 4 years)

  • Executive presentations
  • Negotiation and influencing skills
  • Ability to deal with difficult clients
  • Experience in leading people to results without a direct reporting relationship
  • Being accountable with customer without direct management responsibility
  • Time management skills
  • Project management skills
  • Bachelor's Degree (Master's Degree preferred) or equivalent experience.
  • Project and / or Program Management preferably within an international environment
  • Fluency in English.
  • Responsibilities

    Ownership of operational relationship with UK&I customer(s)

  • Manages customer expectations through effective communication about HP direct order fulfilment capabilities and delivery performance
  • Contributes to relationship building with the customer as trusted HP direct advisor
  • Enables sales force to focus on revenue and margin related activities
  • Coordinates HP Sales Operations strategies - aligns operational commitments of the different business unit sales teams
  • Identifies opportunities for improving customer satisfaction and driving incremental business
  • Reports back to customer on the delivered performance (operations reviews, periodic reporting)
  • Manages senior level escalations
  • Design and deployment of customer procurement solution

  • Consults with customer and (local) sales team on HP's capabilities
  • Understands the sales strategy, consults with sales to maximize HP business opportunity
  • Understands and documents customer requirements
  • Designs procurement solution which exceeds customer expectations - manages within the scope of HP's Direct delivery capabilities and cost to serve targets - documents solution in a Statement of Work (SOW) and agrees SOW with customer and account team
  • Project manages the implementation of the solution
  • Operations and Customer Management

  • Develops and animates a virtual worldwide operations team
  • Ensures global commitments to the customer are honored
  • Acts as an account-related escalation point for internal teams
  • Develops clear action plans for operational teams and monitor performance
  • Monitors account metrics and drives corrective actions
  • Measures service levels, cost to serve, customer satisfaction
  • Understand root causes when targets are missed and drive corrective action
  • Identifies & recommends end to end process optimization opportunities
  • How will we help your personal and professional development?

  • We don’t label you or your performance, we look to help you grow your unique potential
  • Trainings, workshops and access to more than 10,000 wisdom nuggets via our learning platform and programs on all key professional and leadership skills you can imagine
  • New disruptive technology introductions sessions
  • We love our work environment. We think you will too :

  • It’s a friendly atmosphere with supportive leaders to bring your creativity to the max
  • Work-life balance support including flex-time arrangements and work from home opportunities
  • Corporate Social Responsibility initiatives to help you make an impact on communities at large
  • Your additional benefits package :

  • Medical services subscription
  • 24 paid holidays
  • Lunch tickets
  • Other flexible benefits (Medical services for family, Dental Plan, Fitness Programs, Kindergarten)
  • Wellness program, Multisport card and free coffee, tea and fruits
  • Vendors discount program (Restaurants, cinema, clothing, and other)
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