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)
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
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
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
Lean 6 Sigma analysis
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.
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