The UK&I Customer Account Operations Manager (AOM) is a key role within the management of our top customers. The AOM 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 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 AOM 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 UK&I customer(s)

Manages customer expectations through effective communication about HP direct order fulfilment capabilities and delivery performanceContributes to relationship building with the customerIdentifies opportunities for improving customer satisfaction and driving incremental businessReports back to customer on the delivered performance (operations reviews, periodic reporting)

Design and deployment of customer procurement solution

Consults with customer and (local) sales team on HP's capabilitiesUnderstands the sales strategy, consults with sales to maximize HP business opportunityUnderstands and documents customer requirementsDesigns procurement solution which exceeds customer expectations

Operations and Customer Management

Ensures global commitments to the customer are honoredActs as an account-related escalation point for internal teamsDevelops clear action plans for operational teams and monitor performanceMonitors account metrics and drives corrective actionsMeasures service levels, cost to serve, customer satisfaction

Education And Experience

Bachelor’s Degree, Master’s Degree preferred or equivalent experience5 years or more experience in an operational roleProject and/or Program Management experience preferably within an international environmentFluent in English

Knowledge And Skills

Solid understanding of HP capabilities and key commercial strategiesUnderstanding of internal approval processes, contract requirementsUnderstanding of key commercial strategiesExcellent verbal and written communication skills in EnglishCustomer relationship managementExecutive presentationsNegotiation and influencing skillsSetting the right expectationsBeing accountable without direct responsibilityCross-regional leadershipTime managementBusiness acumenAbility to build effective rapport with sales and customers