Account Manager/ Project Manager

Account Manager/Project Manager

1 Strategic responsibility for dedicated services customer and further development of customer. Focus on very large volume customers and/or with very complex service spectrum, typically multinational,
2 Overall responsibility for the customer P&L of the customer during the entire lifecycle. Evaluation and generation of additional business potential for the entire product and services
3 portfolio in conjunction with the account manager. Working hand- in-hand with a Customer Services Manager who manages all service delivery topics.

Contract Management

* Ownership and governance for all communication to customer for all service business topics. Escalation point for customers on services business topics, e.g. financial and services strategy topics. First contact for customer to company for any general service business topics.

Customer & Third Party Communication

* Communication to third parties e.g. CITs or third party vendors used by customer in case these issues are not covered by Customer Service Manager, Operations Manager or Supplier Manager etc.

Process Tasks

* Support Customer Services Manager to gather all necessary master data information.

Sales Activities

* Opportunity Development: Actively contribute and drive presales for Services within dedicated accounts in cooperation with the Account Manager. Ensure service contract renewals and upselling contracts for dedicated customers in cooperation with Account Manager and Sales Specialists. Support Account Manager to gain overview on pain points for existing customer.
* Analysis & Project Design: Ensure that upcoming service contracts are based on the Services portfolio and delivery capabilities of company in coordination with the Operations Manager.
* Proposal Preparation & Negotiation: Provide necessary input for Service offering to Account Manager upon request reflection delivery capabilities. Advise Account Manager for service contract negotiations.
* After Sales: Ensure implementation/transition within Services Division to take on service delivery.
* Identify issues within the customer project, either leading to contract violations or reduction of customer satisfaction or also incorporating internal cost reduction potentials etc.

Continuous Improvement Process

* Responsible to proactively set up and follow up corrective action plan with dedicated customers and Customer Services Manager.
* Responsible to share the observed information with Account Manager or Customer Services Manager to implement corrective actions.
* Always share (new) knowledge to colleagues. Frequently use the corporate knowledge base to find solutions and provide input for it.
* Plan and agree customer budget with Account and Customer Services Manager.

Cost Management

* Manage customer contract budget with tight cost control for dedicated customers.
* Continuously address saving potential and drive for cost reductions.
* Benchmark among other customer P&Ls.

Education

* IT related Master degree or Master in business administration. In individual cases it is possible to assign the function to an employee if the essential professional knowledge is acquired by work experience.

Work Experience

Minimum 5 years experience in service delivery/sales/service management for customers. In particular, experience in the following topics is essential:

* Good knowledge of service respective industry.
* Financial understanding
* Knowledge in writing reports and business correspondence.
* Fluent local language written and spoken in professional
* manner
* Excellent English skills (written and spoken).
* PC literacy including MS Office
* ITIL Foundation Certificate