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Account Services Manager

4 months ago

Atlanta, United States HP Full time

Account Service Manager (ASM) North America

The ASM position in North America is responsible for managing several customer programs and coordinating them across multiple functional areas such as R&D, Marketing, Operations, Solutions Engineering and the Service Region. The candidate must understand market requirements, features/technical aspects of the press, partner solutions, product roadmaps, key technology concepts, and the competitive landscape in which our presses are sold. This role requires daily communication between the customer and various departments within HP.

Account Service Manager (ASM)

Manages customer project delivery For large and complex customers, ranging from single to multi-site organizations Ensure service delivery and (Total Customer Experience) TCE of the accounts under his/her responsibility. Manages business development Identifies and develops new opportunities with client Work with customer to improve any knowledge/operational gaps identified thru customer data analysis Promote service/non-service product offerings aimed at customer improvement Acts as opportunity manager for high risk deals Manages client relationships Manages upper level client delivery relationships, mainly in the production and operation management level. Frequently represents the organization to external customers/clients

Primary Responsibilities

Manage HP Strategic Accounts (end to end) from service perspective Manages performance of key service metrics including TCE, services, revenue and profitability Defines strategic direction via quarterly/yearly account reviews with the strategic accounts Promote growth (print volume) at customer site thru process improvement, operator training, and workflow optimization Creates and fosters relationships with Sales, (Global Business Unit) GBU and Services to meet needs of Strategic Accounts Weekly call with production manager and quarterly formal account reviews with supplies an account sales manager Leadership and coordination in projects with Account Mgr., Service District Mgr, Service Team Leads, Supplies Business Mgr.

Qualifications

Education and Experience Required:

First Level University degree 5 years experience in project management or in like roles/businesses

MBA Preferred

Knowledge and Skills Required:

Demonstrates an in-depth understanding of key HP Services' operational policies, processes and methodologies applicable to project management. Speaks with authority to most layers of depth related to project management methods

Handling of internal and external collisions Strong in communications and communication-discipline Consultation and Negotiation Team Player Capable for cooperation Very good presentations skills Hold out critics (internal + external) Knowledge of Indigo products or PWI Inkjet Printing is advantaged

Critical Competencies To Drive Business Results

Customer Engagement/Program Knowledge

Actively develops and incorporates profound understanding of client factors when planning and executing client project/program activities

Program Execution

Applies understanding of project/program requirements to execute day-to-day implementation

Program Tracking and Reporting

Continuously mines program data to assess overall contribution of program to business success

Program Improvement

Continuously monitors, troubleshoots, and improves program to ensure program effectiveness

Program Troubleshooting

Resolves program issues quickly to maintain client satisfaction while protecting HP's interests

Program Team Management

Effectively manages and develops project team to achieve project/program objectives

Services Support Policies & Procedures

Applies understanding of HP service organization and functions to support internal and external customer requests

Program Improvement

Continuously monitors, troubleshoots, and improves program to ensure program effectiveness

Program Management Methods

Applies program/project management methods and processes to define, plan, cost, resource, track and ensure the accomplishment of targeted goals #J-18808-Ljbffr