Customer Account Operations Manager

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

Responsibilities:

  • Manages the operational business relationship of large accounts, often with global/regional reach; serves on account team, providing operational perspectives.
  • Plans and leads business analyses and provides recommendations to sales teams and business units.
  • Acts as a point of escalation and collaborates with other functions to drive resolution of operational issues of high complexity, in support of the customer/partner requirements.
  • Represents the customer/partner needs and provides business requirements to projects of high complexity, and conducts post-project evaluations.
  • Prepares and runs operational performance reviews with the customer/partner and drives improvement plans.
  • Consults and advises on operational matters of high complexity to internal clients up to the Director level.
  • Proactively communicates operational process changes to customers/partners and internal clients; drives the implementation phase.

Education and Experience Required:

  • First-level university degree or equivalent experience; advanced university degree preferred.
  • Typically 6-10 years of related experience, preferably in supply chain, customer service, procurement or financial management.
  • Typically 2-4 years of experience supporting
  • global/regional accounts or large, complex domestic accounts.
  • Project management experience preferred.

Knowledge and Skills:

  • Excellent communication skills (e.g. written, verbal, presentation); mastery in English and local language as well as other languages as required.
  • Excellent Leadership, negotiation and influence skills.
  • In-depth understanding of core HP businesses and the revenue cycle.
  • Expert knowledge of Microsoft Office tools, particularly Excel, Word, and PowerPoint.
  • Strong project management, problem solving, and analytical skills.
  • Strong ability to collaborate and network with other groups and functions to reach business objectives, in support of the customer/partner requirements.
  • Strong ability to establish and maintain strong relationships with external customers/partners up to the Director level.
  • Solid financial and business acumen.
  • Proven ability to identify and implement customer-specific process improvements.

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