Account Operations Support Manager
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We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.
We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.
CANDIDATE PROFILE: • Solid understanding of capabilities and key commercial strategies • Understanding of internal approval processes, contract requirements and understanding of key commercial strategies • Business acumen • Excellent verbal and written communication skills • Active listening skills • Customer relationship management • Time management - ability to prioritize, ability to cope with workload peaks - tradeoff between operational (short term) priorities and solution related (longer term) priorities • Project management skills • Lean 6 Sigma analysis or process improvement skills are a plus Bachelors Degree, Masters Degree preferred or equivalent experience. Project and/or Program Management Fluent in English.Responsabilitati
The Account Operations Support Manager works within a European, multicultural and fast moving business environment, supporting Sales Operations, Business Units (shorten BU) and Sales Force within the area of Account and Catalogue Management and Maintenance. He/she is located in the EMEA Direct Operations team and has a wide variety of responsibilities, including but not limited to the following: INTEGRATED FINANCING AND DIRECT LEASING MANAGEMENT • Is accountable for Ad-hoc Reporting for Lease management - Asset tracking per Serial number (S/N) for all deployment sites - Send notifications 3 months prior and 1 month prior to end of lease - Shipped vs. delivered reconciliation reports - Revenue reconciliation reports for monthly invoicing of HW and Services deployed • Support Customer AOM (Sales Ops PM) in managing Early Termination / Buy out - Fill in special form for for early returns for each S/N - Review contractual clauses to calculate the associated customer fees - Instruct Contract Management Operations (CMO) team on how to adjust customer monthly invoices - Follow-up with customer to receive PO and update Asset Database • Support Customer AOM (Sales Ops PM) in managing Disposal / End of Lease - Fill in special form for for each return with all impacted S/N - Ensure customer readiness for return and arrange pick-up with and - Manage escalations and extra fees coming fromfor returned assets ( reserves 2 months after pick-up of old devices to do an inventory check) - Follow-up with customer to receive PO to cover any potential logistic fees associated with these returns OPERATIONAL RELATIONSHIP WITH CUSTOMER • Manages customer expectations through effective communication about direct order fulfillment capabilities and delivery performance • Reports back to customer on the delivered performance (operations reviews, periodic reporting etc) DESIGN AND DEPLOYMENT OF CUSTOMER PROCUREMENT SOLUTION AND 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 consultancy on product specs, Product Life cycle Management, Replacements, offering and pricing. • Performs triage on issues and redirects to appropriate teams. CATALOGUE DEPLOYMENT AND 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. • 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. OPERATION AND CUSTOMER MANAGEMENT • 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 - manages change.