Client Manager Specialist
HP
Heredia, Heredia, Costa Rica
hace 1 día

Responsibilities :

  • Owns customer operational relationship : develops & nurtures to excellent customer satisfaction.
  • Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan.
  • Contact for operational & tactical issues representing delivery of all services (all functions) to the customer : manages performance metrics, reporting, escalation & communication.
  • Manages expense / cost target commitments for all service delivery requirements implementing & monitoring expense control.
  • Ensures performance goals are met for all in scope services across all towers : identifying & analyzing gaps & implementing corrective action plans.
  • Ability to effectively and proactively manage risk for low risk projects.
  • Supports AST & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
  • Contributes to account service delivery plan.
  • Identifies incremental revenue opportunities.
  • 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 small and medium AST / delivery teams by providing managerial and technical direction.
  • Education and Experience Required :

  • First Level University Degree or equivalent combination of education and experience.
  • 1 -3 years relevant industry experience.
  • ITIL / ITSM knowledge.
  • Knowledge and Skills :

  • Ability to build & manage strong customer relationship.
  • Influence & negotiation skill.
  • Ability to apply business management & financial concepts to analyze business needs.
  • Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.
  • Ability to understand & analyze an issue or problem to implement a corrective action plan Applies appropriate technical knowledge and methods to resolve business issues.
  • Ability to lead cross cultural, cross tower & cross business team for effective & efficient customer support.
  • Ability to proactively & effectively manage risk on low to medium risk projects.
  • Consistently applies Quality & Continuous Improvement Plans.
  • Ability to develop & present high impact message to customer.
  • Industry sector knowledge (finance, manufacturing, etc.).
  • Crisis & conflict management.
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