The Global Account Operations Manager (GAOM) is a key role within the management of our top customers. The GAOM 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.
This applies to all business from the customer (direct & indirect, End use & OEM business, transactional and contractual business, all PLs).
The GAOM works closely together with the operational teams in Sales Operations, Supply Chain and Customer Services, as well as Sales and country management.
AOM is a full member of the account team.
Ownership of operational relationship with Global customer(s)
Manages customer expectations through effective communication about HP order fulfillment 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
Global Operations and Customer Management
Develops and animates a virtual worldwide operations team thatEnsures global commitments to the customer are honoredActs 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 actionsMeasures service levels, cost to serve, customer satisfactionUnderstands root causes when targets are missed and drives corrective actionIdentifies & recommends end to end process optimization opportunitiesManages change
Prepare and Drive customer QBRs on all operational aspects.
Knowledge and skills
Solid understanding of HP capabilities and key commercial strategies
Understanding of internal approval processes, contract requirements
Understanding of key commercial strategies
Excellent verbal and written communication skills
Active listening skills
Customer relationship management
Negotiation and influencing skills
Setting the right expectations
Dealing with frustrated people
Managing virtual teams
Being accountable without direct responsibility
Cross regional leadership
Time management, ability to prioritize, ability to cope with workload peaks
Trade-off between operational (short term) priorities and solution related (longer term) priorities
Lean 6 Sigma analysis
Ability to build effective rapport with sales and customers
Education and Experience
Bachelor’s Degree, Master’s Degree preferred or equivalent experience
5 years or more experience in an operational role
Project and / or Program Management experience preferably within an international environment
Fluent in English, both oral and in writing. Preferably also fluent in one of the following languages : German, Dutch, Swiss German, Norwegian, Swedish, or French.