Global Account Operations Manager with German

At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders, and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences and perspective they bring. That’s how we work at HP. And this is how ideas and people grow.

HP is a proven leader in personal systems and printing, delivering innovations that empower 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.
HP has an impressive portfolio and strong innovation pipeline across areas such as:
• blended reality technology - our unique Sprout by HP will change the way people do things
• 3D printing
• multi-function printing
• Ink in the office
• tablets, phablets, notebooks
• mobile workstations

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

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
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
Project management
Lean 6 Sigma analysis
Business acumen
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 and German. Both oral and in writing.

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
End-to-end management of the customer’s Returns process

Participate in customer calls, internal account calls, stakeholder/partner calls as the expert on the returns process
Be the contact person for all customer questions/issues
Escalation point with partners and leasing company
First contact for all Returns specialists in the regions (support with customer escalations, processes, special needs, etc)
Global Operations and Customer Management

Develops and animates a virtual worldwide operations team that
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
Understands root causes when targets are missed and drives corrective action
Identifies & recommends end to end process optimization opportunities
Manages change
Prepare and Drive customer QBRs on all operational aspects.

The Global Account Operations Manager (GAOM) is a key role within the management of our top customers. The GAOM is in general 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).