The 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. This applies to all business from the customer (direct & indirect, End use & OEM business, transactional and contractual business, all PLs).  The AOM works closely together with the operational teams in Sales Operations, Supply Chain and Customer Services, as well as Sales and country management. AOM is a full member of the account team.

RESPONSIBILITIES:

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert.Frequently contributes to the development of new ideas and methods.Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.Acts as an expert providing direction and guidance to process improvements and establishing policies.Frequently represents the organization to external customers/clients.Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.Actively provides mentoring and guidance to lower level employees.

Ownership of operational relationship with Global customer(s):

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

Contributes to relationship building with the customer as trusted HP direct advisor

Enables sales force to focus on revenue and margin related activities

Coordinates HP Sales Operations strategies - aligns operational commitments of the different business unit sales teams

Identifies opportunities for improving customer satisfaction and driving incremental business

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

Acts as a point of escalation and collaborates with other functions to drive resolution of operational issues of high complexity, in support of the customer/partner requirements

Manages senior level escalations

Design and deployment of customer procurement solution:

Consults with customer and (local) sales team on HP's capabilities

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

Understands and documents customer requirements

Designs procurement solution which exceeds customer expectations - manages within the scope of HP's Direct delivery capabilities and cost to serve targets - documents solution in a Statement of Work (SOW) and agrees SOW with customer and account team

Project manages the implementation of the solution

Global Operations and Customer Management:

Develops and animates a virtual worldwide operations team that

Ensures global commitments to the customer are honored

Acts as an account related escalation point for internal teams

Plans and leads business analyses and provides recommendations to sales teams and business units

Develops clear action plans for operational teams and monitor performance

Monitors account metrics and drives corrective actions

Measures service levels, cost to serve, customer satisfaction

Understands root causes when targets are missed and drives corrective action

Identifies & recommends end to end process optimization opportunities

Manages change

Prepare and Drive customer QBRs on all operational aspects.

Knowledge and skills:

Deep understanding of key commercial strategies

Excellent verbal and written communication skills

Active listening skills

Customer relationship management

Executive presentations

Excellent negotiation and influencing skills

Setting the right expectations

Dealing with frustrated people

Being accountable without direct responsibility

Cross regional leadership

Time management, ability to prioritize, ability to cope with workload peaks

Trade-off between operational (short term) and solution related (longer term) priorities

Project management, Lean 6 Sigma analysis

Excellent business acumen

Ability to build effective rapport with sales and customers

Education and Experience

Bachelor’s Degree, Master’s Degree preferred, or equivalent experience

2 - 4 years of related experience, preferably in sales operations, supply chain, customer service, or financial management

2 -4 years of experience supporting large, complex regional and global accounts

Project and/or Program Management experience preferably within an international environment

Fluent in English and Norwegian, both oral and in writing.

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