This role is responsible for managing operational business relationships with accounts, optimizing strategies, and serving as a point of contact for customers/partners for operational issues. The role participates in contract negotiations, works towards process improvements while supporting project/account teams, and identifies risks and challenges. The role gathers customer feedback, manages records of customer interactions, and prepares reports for senior management.
Responsibilities
- Drive Operational Excellence: Lead the operational execution for tier-1 and tier-2 accounts; collaborate with cross-functional teams to design tailored customer solutions and maximize process efficiency.
- Financial Analytics & Strategy: Conduct rigorous financial analysis to develop robust strategies aimed at optimizing account margins, revenue generation, and ROI.
- Escalation Management: Serve as the primary operational point of contact, ensuring swift, effective resolution of complex issues and fostering high partner satisfaction.
- Continuous Improvement (CI): Formulate and execute process improvement initiatives to eliminate operational bottlenecks and enhance scalable delivery.
- Stakeholder Communications: Synthesize complex operational and financial data into concise, high-impact reports and presentations for executive-level reviews.
- Commercial Negotiations: Participate in structuring and negotiating commercial agreements and SLAs, ensuring alignment with organizational KPIs and governance models.
- Customer Success Frameworks: Establish structured frameworks to capture and analyze partner feedback, transforming data into long-term retention strategies.
- Risk Management & Compliance: Identify, evaluate, and mitigate operational risks while maintaining meticulous documentation in full compliance with corporate and regulatory standards.
- Leadership & Insights: Serve as a subject matter expert on industry trends and technological innovations, providing mentorship and daily guidance to junior operations staff.
- Strategic Partner Engagement: Conduct routine on-site partner visits to align on strategic objectives and foster collaborative business relationships.
Education & Experience Recommended
- Bachelor Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 7 years of work experience, preferably in account management, business development, and customer service.
- Familiar with HP process is highly preferred.
Cross-Org Skills
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
