Responsibilities
* owns the customer operational business relationship of mid-size to large domestic accounts.
* acts as a point of contact for operational & tactical issues of medium to high complexity, representing delivery of all services (all functions) to the customer: manages performance metrics, reporting, escalation & communication.
* leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.
* represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., product warranty support and cost analysis, and service product marketing content/collateral.
* performs business analysis, identifies root cause, and develops recommendations/solutions to drive business improvements.
* collaborates with regions/ww regarding service and support planning, implementation and performance.
* responsible for cost management revenue as part of the achievement of gross margin achievement and supports identifying incremental revenue opportunities.
* utilizes understanding of customer business requirements to develop business case, validate the solution, and demonstrate services added value.
* leads key business initiatives in support of operational or financial improvement.
education and experience required
* typically 3 to 5+ years to establish proven track record in directly related business.
* typically first level university degree or equivalent work experience; advanced degree is a plus.
* an intermediate excel level is required.
knowledge and skills
* ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.
* moderate knowledge of it and services industry knowledge of company organization, policies, hps services offerings, end to end processes, tools, and routes to market.
* general technical understanding of products.
* problem detection and analysis of root cause to implement a corrective action plan. Applies appropriate technical knowledge and processes to resolve business issues.
* crisis & conflict management.
* leads teams to achieve results.
* moderate level of planning, project management and change management skills.
* good communication skills.
* influence within same team and level.
* ability to build & manage strong business relationships with customers and internal teams.
#j-18808-ljbffr