Account Delivery Manager, Sales
HP Development Company
Heredia, Heredia, Costa Rica
hace 10 horas

Responsibilities :

Owns the customer operational business relationship of large accounts, often with global / regional reach. Develops and nurtures senior management relationships with the customer to achieve excellent customer satisfaction.

Acts as a point of contact for operational & tactical issues of high complexity, representing delivery of all services (all functions) to the customer : manages customer expectations by developing performance metrics & reporting, escalation management & communication plan.

Plans and leads expense / cost target commitments for all service delivery requirements developing, implementing & monitoring expense controls.

Develops strategies and processes with the customer in areas such as performance metrics and measure, escalation change management and communication.

  • Ability to effectively and proactively manage high risk projects. Develops & runs AST & all delivery organizations to timely, cost effective delivery of SLA requirements;
  • identifying & recommending optimization while managing scope, resources & coordination. Contributes to strategic account plan.

    Identifies incremental revenue opportunities and supports pursuit activities. Assures compliance with HP and customer’s HR, PR, legal, financial, ethics and government related policies, strategies, and processes.

    Acts as a team or project leader for medium and large AST / delivery teams by providing managerial and technical direction.

    Hires, leads and provides managerial & technical expertise to cross functional team including 3rd party vendors to ensure performance goals are met for all in scope services across all towers : identifying & analyzing gaps to develop & implement corrective actions plans.

    Develops & manages account service delivery plan. Contributes to strategic account plan. Negotiates with and manages 3rd party vendors contributing to contractual requirements.

    Consults in presales & change order negotiations, representing & approving delivery capability & cost solution. Contributes to knowledge management capture, documentation & publication to drive organizational maturity.

    Understands customer at local, country, region & WW level to analyze delivery requirements & contribute to customer strategic business plan.

    Education and Experience :

  • First Level University Degree or equivalent combination of education and experience.
  • 3 8 years relevant business experience.
  • ITIL / ITSM knowledge.
  • Multi-cultural and cross-country experience desired.
  • Knowledge and Skills :

  • Ability to build & manage strong customer relationship at the senior level.
  • Strong influence & negotiation skill.
  • Ability to apply business management, financial concepts & contracts knowledge to analyze business needs and develop recommendations.
  • Ability to prepare clear, concise and persuasive communications for multiple audiences,including demonstrating effective writing, presentation skills, listening actively and projecting atrustable image.
  • Ability to understand & analyze an issue or problem to develop & implement a corrective actionplan. Applies appropriate technical knowledge and methods to resolve complex business issues.
  • Ability to proactively & effectively manage risk on medium to high risk projects.
  • Develops & consistently applies Quality & Continuous Improvement Plans.
  • Excellent communication skills : verbal, written & presentation.
  • Extensive Industry sector knowledge (finance, manufacturing, etc.).
  • Crisis & conflict management.
  • Leadership ability to build & manage cross cultural, cross tower & cross business team for effective and efficient customer support
  • Coaches & mentors other ADMs.
  • Ability to develop & present high impact message to senior level management.
  • Impact / Scope :

  • Acts as ADM in medium to large engagements or small portfolio of engagements.
  • Leads a medium to large AST / delivery team.
  • Works at regional or global level; may act as people manager.
  • Complexity :

  • Supports large number of countries.
  • Complex delivery portfolio.
  • Custom designed delivery methodology.
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