Account Operations Manager for Global Tier 1 Accounts

October 1, 2024

Hewlett Packard

București

The Global Account Operations Manager (GAOM) is a key role within the management of our top customers. The GAOM is responsible to manage the end-to-end relationship with selected Tier 1 Global Accounts 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 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 GAOM works closely together with the operational teams in Sales Operations, Supply Chain and Customer Services, as well as Sales and country management. The GAOM is a key member of the account team.
RESPONSIBILITIES

Ownership of operational relationship with Global customer(s)

Manages customer expectations through effective communication about HP order fulfillment capabilities and delivery performance
Contributes to relationship building with the customer as trusted HP direct 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, reporting)
Manages senior level escalations.

Global Operations and Customer Management

Develops and animates a virtual worldwide operations team
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.
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.

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 management.
Executive presentations.
Negotiation and influencing skills.
Setting the right expectations.
Managing virtual teams.
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.
Agile mindset.
Business acumen.
Ability to build effective rapport with sales and customers.

Education and Experience

Bachelor’s or Master’s 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.
Fluency in other European languages will be a plus (French preferred)