The Global Account Operations Manager (GAOM) is a key role within the management of our top customers. Responsible for managing the end-to-end relationship with the customer from an operational point of view. This includes, among other things, setting up new customers, ensuring Service Level Agreements are met, managing large escalations, solving complex issues, translating the needs of the customer into an operational plan, striving for continuous efficiency improvements, and holding 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).
Works closely 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. End-to-end operational responsibility. Leading worldwide virtual teams. Managing the customer relationship. Being part of one of the most sustainable and inclusive IT Tech companies in the world. Welcome to the exciting world of the GAOM at HP Inc.
RESPONSIBILITIESOwnership of operational relationship with Global customer(s).Manage customer expectations through effective communication about HP order fulfillment capabilities and delivery performance.Contribute to relationship building with the customer as a trusted HP direct advisor.Enable sales force to focus on revenue and margin-related activities.Coordinate HP Sales Operations strategies - align operational commitments of the different business unit sales teams.Identify opportunities for improving customer satisfaction and driving incremental business.Report back to customer on the delivered performance (operations reviews, periodic reporting).Manage senior level escalations.Design and deployment of customer procurement solution.Consult with customer and (local) sales team on HP's capabilities.Understand the sales strategy, consult with sales to maximize HP business opportunity.Understand and document customer requirements.Design procurement solution which exceeds customer expectations - manage within the scope of HP's Direct delivery capabilities and cost to serve targets - document solution in a Statement of Work (SOW) and agree SOW with customer and account team.Project manage the implementation of the solution.Global Operations and Customer Management.Develop and animate a virtual worldwide operations team that ensures global commitments to the customer are honored.Act as an account-related escalation point for internal teams.Develop clear action plans for operational teams and monitor performance.Monitor account metrics and drive corrective actions.Measure service levels, cost to serve, customer satisfaction.Understand root causes when targets are missed and drive corrective action.Identify & recommend end-to-end process optimization opportunities.Manage change.Prepare and drive customer QBRs on all operational aspects. QUALIFICATIONSKnowledge and skillsSolid 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.Executive presentations.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.Agile mindset.Knowledge of Lean Agile methodology.Business acumen.Ability to build effective rapport with sales and customers. Education and ExperienceBachelor'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 & German. Both oral and in writing.
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