Global Account Delivery Manager with French

Описание

The responsibilities of the Account Delivery Manager are to provide a dedicated support contact for global contractual customers in regards of the ongoing operations throughout the deal lifecycle. The ADM applies subject matter knowledge to solve common and complex business issues and works on problems of diverse complexity and scope. May provide direction and coordination to cross-functional teams and facilitate information validation and decision-making process to resolve issues. The ADM has the ability to handle unique situations.

Job specifics/responsibilities:

• Owns customer operational relationship, develops & nurtures to excellent customer satisfaction.
• Grows understanding of customer at local & country level to analyze delivery requirements & contributes to customer strategic business plan
• Acts as a contact for operational & tactical issues
• Drives onboarding setup for new contracts
• Develop a very close working relationship with (country/region) delivery teams, attending all internal/external reviews when required
• Takes ownership of complaints/escalations works to satisfactory resolution
• Manages performance metrics, reporting, escalation & communication
• May act as a process owner of specific customer processes
• Builds and presents to customers quarterly business reviews in accordance with the contractual agreement
• Provides proper data quality control
• Analyzes trends for quality or service delivery issues
• Ensures proper follow-up with service delivery partners and cross-functional teams in case of escalations and collaborates until satisfactory resolution is achieved
• Manages Supplier relationship if required
• Works under own initiative and takes ownership of issues, ensuring best in class support to the contractual customers

Key deliverables/accountabilities:

• HP procedures/policies are strictly followed
• Timely communication
• Business reviews produced and delivered on time
• Complaints & Escalations solved to customer’s expectations & satisfaction
• Processes are documented and recorded where relevant
• Analysis of activities contributing to KPI improvement
• Proactive and customer centric approach

Education (degree) and professional experience required:

• Typically, a Bachelor's degree in a business discipline or equivalent experience and a minimum of 1-2 years of related experience
• 1-3 years relevant industry experience.
• ITIL/ ITSM knowledge - desirable

Other requirements:

• Fluent in written and verbal French & English

Personal skills and qualities:

• Ability to build & manage strong customer relationship
• Influencing & negotiation skills
• Ability to apply business management & financial concepts to analyze business needs
• Ability to prepare clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills.
• Ability to understand & analyze an issue or problem to implement a corrective action plan
• Ability to lead cross cultural, cross tower & cross business communication for effective & efficient customer support.
• Consistently applies Quality & Continuous Improvement Plans
• Proactive management of activities
• Ability to operate effectively within a virtual (cross-cultural) team
• Self-motivating and able to work as part of a Remote/Virtual team, Team player
• Detail oriented person

Technical skills (procedures and documents the employee has to be acquainted with):
• Microsoft Knowledge: Excel, PowerPoint, Word, Outlook
• Strong Excel skills
• Knowledge of ITIL/ITSM - desirable


We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!

This is to inform you that HP Inc. Bulgaria EOOD (“HP”) is personal data controller. Some of the information that you provide voluntarily is personal data and falls under the protection regime under the General Data Protection Regulation and the Bulgarian Personal Data Protection Act. The personal data provided by you will be processed for the purposes of the selection process as well as in respect of any future contract of employment between you and HP. HP takes the responsibility to handle, use and store your personal data, ensuring its protection and confidentiality.

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:
Бакалавър

Профил:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

ул. Бизнес Парк София 1, сграда 10 No 1, бл. 9

Дата:

13.06.2022

Организация:

Hewlett Packard Enterprise
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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