Go Forward is looking for an Local Inside Account Operations Manager to work at the office of one of our clients, HP Belgium – HP Office Diegem

Function:  
Region:   Brussel
Post date:   14.01.2020
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Organization

The inside Account Operations Manager (iAOM) is a key role with regards to managing HP direct customers in the Corporate, Enterprise and Public sector (CEP). The iAOM is responsible to manage the end-to-end relationship with the customer from an operational point of view. This includes, amongst others, set up new customers, manage customer product and price catalogues and publish on the HP customer portal, ensure Service Level Agreements are met, resolve customer issues and escalations, translate customer needs into an operational plan, strive for continuous efficiency improvements and to hold Business Reviews with the customer where needed. The iAOM works very closely together with the Sales team as well as with other functions within Sales Operations, Supply Chain and Customer Support.


Function

OWNERSHIP OF OPERATIONAL RELATIONSHIP WITH CUSTOMER

· Manages customer expectations through effective communication about HP direct order fulfillment capabilities and delivery performance

· As trusted HP direct advisor contributes to relationship building with the customer

· Enables HP sales force to maximize focus on revenue and margin related activities

· Identifies opportunities for improving customer satisfaction and driving incremental business

· Reports back to customer on the delivered performance (operations reviews, periodic reporting etc.)

· Takes E2E ownership of customer escalations and drives internal teams towards resolutions

SALES SUPPORT

· Collaborates in tandem with Sales Account Manager (including backup when required)

· Supports Sales with establishing and executing customer specific commercial strategy (4 P’s)

· Capable of driving commercial discussions with customers

· Prepare quotation for customers

DESIGN AND DEPLOYMENT OF CUSTOMER PROCUREMENT SOLUTION

· Consults with customer and (local) sales team on HP direct buying capabilities

· Understands the sales strategy, consults with sales to maximize HP business opportunity

· Designs procurement solution which within the scope of Direct delivery capabilities and cost to serve targets

o Documents solution in a Statement of Work (SOW) and agrees SOW with customer & account team

o Account Business Plan implementation

· Project manages the implementation of the solution

PRODUCT & PRICE CATALOGUE DEPLOYMENT & MAINTENANCE

· Drives Catalogue set-up & maintenance in line with Customer and Sales requirements

· Manages customer product offering and pricing updates across Business Groups

· Proactively manages product End-Of-Life and New-Product-Introduction within customer offering and catalogue

· Accountable for the quality and availability of the customer catalogue and pricing

· Coordinates/supports activities related to contract, deal, product, price and customer setups in HP systems

· Supports bid preparation by providing margin, configuration and quote support

OPERATIONS AND CUSTOMER ACCOUNT MANAGEMENT

· Develops and animates a regional or worldwide operations team depending on the type of account

o ensures commitments to the customer are honored

o acts as an account related escalation point for internal teams

o develops clear action plans for Sales Operations and Order-to-cash teams and monitors performance

· Monitors account metrics and drives corrective actions

o Service levels, cost to serve, customer satisfaction

o Understand root causes when targets are missed and drives corrective action

o Identifies & recommends end to end process optimization opportunities

Requirements

  • Strong ability to connect and collaborate with people, networking and developing professional relationships,
  • Persistent; the ability and will to find a way to make things work
  • Analytical and problem-solving skills with good attention to detail
  • Ability to organize, structure and prioritize own workload
  • Customer oriented mindset and thinking
  • Good communication skills with ability to convey medium impact messages clearly (verbal, written and presentation) to internal stakeholders and management
  • Experienced in understanding and applying organizational skills to manage daily operational issues with an intermediate level of complexity
  • Managing virtual teams
  • University degree level education (e.g. business administration, economics, etc.)
  • Typically, more than 2 years of related experience (e.g. supply chain, customer service, procurement, financial management)
  • Project and/or Program Management skills preferably within an international environment
  • Ability to travel if needed.
  • Fluent in English, Dutch and French

Offer

  • Contract with Go Forward
  • Work location: HP Office Diegem
  • Flexible working hours in an attractive, dynamic and multinational environment
  • A competitive Salary Package


Information

Recruitment@ipggroup.eu

Application

If you are interested, don’t hesitate to send your resume and a motivational letter to: recruitment.Goforward@ipggroup.eu

Apply

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