Customer Account Operations Manager (AOM)

The Customer Account Operations Manager (CAOM) is a key role within the management of our top customers. The CAOM is responsible to manage the end-to-end relationship with the customer from an operational point of view. This incudes amongst other things, to set up new customers, to ensure Service Level Agreements are met, to manage large escalations and to solve complex issues, to translate the needs of the customer into an operational plan, to strive for continuous efficiency improvements, and to hold Business Reviews with the customer where needed. The CAOM works closely together with the operational teams in Sales Operations, Supply Chain and Customer Services, as well as Sales and country management.

RESPONSIBILITIES

Ownership of operational relationship with customer

  • Manages customer expectations through effective communication about HP direct order fulfillment capabilities and delivery performance
  • As trusted HP direct advisor contributes to relationship building with the customer
  • Enables sales force to focus on revenue and margin related activities
  • Coordinates HP 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 etc)
  • Manages senior level escalations

Design and deployment of customer procurement solution

  • Consults with customer and (local) sales team on HP's capabilities
  • Understands the sales strategy, consults with sales to maximize HP business opportunity
  • Understands and documents customer requirements
  • Designs procurement solution which meets customer expectations - manages within the scope of HP's Direct delivery capabilities and cost to serve targets - documents solution in a Statement of Work (SOW) and agrees SOW with customer and account team
  • Project manages the implementation of the solution

Operations and Customer Management

  • Develops and animates a regional or worldwide operations team depending on the type of account
  • Ensures (global) commitments to the customer are honored
  • Acts as an account related escalation point for internal teams
  • 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
  • Understand root causes when targets are missed and drive corrective action
  • Identifies & recommends end to end process optimization opportunities
  • Manages change

QUALIFICATIONS

Knowledge and skills

  • solid understanding of HP capabilities and key commercial strategies
  • understanding of internal approval processes, contract requirements
  • understanding of key commercial strategies
  • excellent verbal and written communication skills
  • active listening skills
  • customer relationship mgt
  • executive presentations
  • negotiation and influencing skills
  • setting the right expectations
  • dealing with frustrated and difficult people
  • managing virtual teams
  • leading people to results without direct reporting relationship
  • being accountable without direct responsibility
  • cross regional leadership
  • 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
  • Ability to build effective rapport with sales and customers

Education and Experience

  • Bachelors Degree, Masters Degree preferred or equivalent experience
  • 5 years or more experience in an operational role
  • Project and/or Program Management experience preferably within an international environment
  • Fluent in English. Both oral and in writing. (part of application interview might be done in English). Fluent in Dutch is preferred.

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