Account Delivery Manager (ADM)
Heredia, Heredia, Costa Rica
hace 2 días

The Account Delivery Management role (ADM) is a key role within the Field & Delivery organization. The ADM is 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 escalations and to solve complex issues, to translate the needs of the customer into an operational plan, to strive for continuous efficiency improvements, to compute account operational performance, meet regularly with external customers and to hold Business Reviews with the customer where needed.

The ADM works closely together with the operational teams in Customer Success Management, Order Management, Sales Operations, Supply Chain and Customer Services, to make sure services are provided at customer expectation.


Ownership of operational relationship with customer(s) from North America :

  • Manages customer expectations through effective communication about HP order fulfillment capabilities and delivery performance
  • Contributes to relationship building with the customer as trusted HP 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 escalations
  • Consults with customer and sales team on HP's capabilities
  • Understands the sales strategy, consults with sales to maximize HP business opportunity
  • Understands and documents customer requirements
  • 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.
  • Knowledge and skills

  • Solid understanding of HP Field Delivery operation & processes
  • Understanding of internal approval processes, contract requirements
  • Understanding of case creation & dispatch processes
  • Self-starter and independent worker, goal driven
  • Excellent verbal and written English communication skills
  • Active listening skills
  • Excellent customer relationship & escalations management
  • Executive presentations
  • Setting the right expectations
  • Being accountable without direct responsibility
  • 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
  • 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
  • Fluent in English. Both oral and in writing.
  • About HP

    You’re out to reimagine and reinvent what’s possible in your career as well as the world around you.

    Soare we. We love taking on tough challenges, disrupting the status quo,and creating what’s next. We’re in search of talented people who areinspired by big challenges, driven to learn and grow, and dedicated tomaking a meaningful difference.

    HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.

    Our history : HP’s commitment to diversity, equity and inclusion it's just who we are.

    From the boardroom to factory floor, we create a culture where everyone isrespected and where people can be themselves, while being a part ofsomething bigger than themselves.

    We celebrate the notion that you canbelong at HP and bring your authentic self to work each and every day.When you do that, you’re more innovative and that helps grow our bottomline. Come to HP and thrive!

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