Description
Responsibilities:Demonstrates a clear understanding and ownership of key contributing (revenue and margin) financial factors.
Provides key financial data on Named Accounts.
Generates simple customer quotes/response to RFP's
Demonstrates ability to design and deliver reports that simply and meaningfully convey the state of the business.
Achieves plan and quarterly forecast goals and demonstrates ability to provide accurate and timely forecasting of overall territory's/vertical's service revenues.
Demonstrates ownership of revenue growth plans aligned to GSS Sales and Regional Sales orders plans; POS attach, Renewals, Winback, Warranty conversion, Managed, Professional and Integration.
Delivers cost reduction goals (ex. return rate reduction of NFF and Damage)
Assumes accountability for overall territory/customer P&L
Demonstrates ability to effectively manage company/3rd parties and subcontractors/Channel Partners, ensures flawless services delivery to end user.
Pro-actively works on Named Accounts to improve CSAT, SLA and margin by utilizing standard processes.
Identifies, develops, and drives opportunities (upsell) through customer and partner service delivery engagement, aligned to Sales teams, Regional and GSS Sales, as part of customer and partner reviews.
Conducts regular customer and/or partner meetings to review external reporting (service delivery performance, customer satisfaction, improvement plans and service change orders/upsell opportunities)
Conducts internal reporting reviews for customer case management, quality improvement initiatives, service innovation, etc
Works on small/medium named accounts at management level.
Ensures overall service and solution delivery to achieve customer outcomes/goals.
Provides input to service quotes and proposals as required.
Acts as the voice of the customer and partner for service innovation opportunities into portfolio management teams for both services growth and optimization.
Acts as a consultant to assign accounts and participates in identifying and proposing resolutions to business issues
Acts as point of contact for customer and partner escalated issues
Provides resolution of moderately complex issues, using standard processes.
Provides Feedback regarding customer impacting opportunities to Centralized Delivery, Tooling and Portfolio teams across all LOB's
Demonstrates ability to deliver services reference customer case studies (how our services and solutions differentiate us from the competition).
Documents and inputs case studies to Global Reference Customer program for use by sales teams
Assumes responsibility for the pre- to post sales handover process
Ensures customers SLAs and internal quality standards are met (ensures centralized, overlay and 3rd party delivery teams achieve goals)
Ensures local and centralized delivery capabilities in place to meet customer contract and SLA requirements
Ensures territory/vertical delivery readiness for new product and offer launches
Supports service delivery readiness on multination/global accounts for customers with head-offices in-country
SKILLS:
Qualifications:
15+ years' experience required in similar field.
Bachelor's degree in Business, Engineering or related discipline
Professionals typically required to interpret and frame complex or specialized information for presentation to varied audiences.
Requires ability to gain cooperation of others.
May have contact with valued stakeholders in order to resolve complex problems.
Professionals typically network with key contacts outside own area of expertise