Operational Account Management Advisor - Job No: 474417

Scurta descriere a companiei

In 2006 opened the HP Bucharest-based operations center - Global E-Business Operation Centre. The Bucharest centre aim was to to provide high-value and cost-effective remote processing services to customers in the EMEA-region (Europe, Middle East and Africa). Presently, we are one of the largest employers in Romania with almost 1500 specialists with multi-lingual capabilities to support financial and administrative business processes for partners and customers in the region.

Our market is complex, but HP works simple: our structures are straightforward, grouping people and their skills in business or product sectors where they’ll stimulate each other and work best together by flourishing new ideas and ways of constantly improving the business.

Cerinte

Education
•Graduate qualification in Business Administration, or an equivalent combination of education and experience
•Fluent in English and the language of the country where located
•Project Management education preferably within an international environment

Knowledge
•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 mgt, executive presentations
•Negotiation and influencing skills, setting the right expectations, dealing with frustrated and difficult people
•Managing virtual teams, leading people to results without direct reporting relationship, being accountable without direct responsibility
•Time management: ability to prioritize, ability to cope with workload, peaks, trade off between operational, (short term) priorities and solutioning related (longer term) priorities
•Project management
•Business acumen
•Ability to build effective rapport with sales and customers

Responsabilitati

OWNERSHIP OF OPERATIONAL RELATIONSHIP
•Manages customer expectations through effective communication about HP direct order fulfillment capabilities and delivery performance
•Enables sales force to focus on revenue and margin related activities
•Coordinates Volume Direct 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 etc)
•Manages senior level escalations

DESIGN AND DEPLOYMENT OF CUSTOMER PROCUREMENT
SOLUTION
•Consults with customer and (local) sales team on Volume Direct capabilities
•Understands and documents customer requirements.
•Designs procurement solution which meets customer expectations; manages within the scope of Global Volume 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
•Manages customer expectations through effective communication about HP direct order fulfillment capabilities and delivery performance

OPERATION AND CUSTOMER MANAGEMENT
•Develops and animates a regional or worldwide operations team depending on the type of account
- ensures (global) commitments to the customer are honored
- acts as an account related escalation point for internal teams
- develops clear action plans for VDO 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
actions
- identifies & recommends end to end process optimization
opportunities
- manages change