The internal account operations manager is responsible for the deployment, maintenance and consultancy of the online HP product catalogs for HP direct buying customers within the Corporate, Enterprise and Public (CEP) sector. The iAOM works in close collaboration with local HP Sales Reps and supporting teams as well with centralized HP organizations such as supply chain, bid desk, process & project teams and a back-office based in India as well as is the lead for operational account managing by supporting RPFs, organizing QBWs etc. He/she is part of a team located in Barcelona and/or Bucharest, operates within a European, multicultural and fast-moving business environment and is the owner of a portfolio of CEP customers within the HP Quote-to-Order Process and account operations area.

Responsibilities:

Consultancy & Design of Product Offering

• Key contact for the Sales organization for Customer E-Catalogue and Portal related matters

• Determines and implements optimal product/price catalog structure

• Proactively informs sales and/or customer on any major change in product offering or pricing

within the customer catalog

Product & Price Catalog Deployment & Maintenance:

• Drives Catalog set-up & maintenance in line with Sales and Customer requirements

• Manages product offering and pricing updates across BUs and -in case of global customers across regions.

• Proactively manages product End-Of-Life and New-Product-Introduction within customer offering and catalog

• Accountable for the quality and availability of the customer catalog and pricing

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

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

Customer support and communication:

• Acts as single point of contact for the customer on topics related to product offering, catalog, portal access & capabilities and quotation

• Provides customer tailored online portal training

Account Operations Management

• Ensure regular governance calls or meetings with the account team & customer.
• Work with the Operations teams to ensure operational performance (e.g order TAT) goals are met and exceeded.
• Measure ePen rate and identify improvement potentials for your accounts
• Ensure that account specific goals, SLAs and internal KPIs are created, implemented, shared and followed up with the account team. 
• Drive actions to ensure customer and internal KPI's are being achieved or improved, if necessary.
• Proactively identify and drive initiatives to simplify account specific operational processes
• Support the sales team during the RFP process.
• Implement new deals within SLA according to requirements agreed in the contract with the customer

Excellent Customer Relationships 

• Continuously engage with your customers (external) and sales teams (internal) to build trusted advisory relationships with your account teams. Activities should include:
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• Develop strong relationships with Sales contacts and internal major functions:
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• Participation in account team meetings.
• Effectively manage business escalations (including communication plan)  and provide regular communication to stakeholders. Be proactive in aiming at avoiding escalations.
• Proactively manage your key Customer.
• Participate and present in customer QBR’s:
• Ensure proactive customer communication.

Metrics & controls

• Aims for timely closure of all tasks impacting the metrics results and drives corrective actions in case of deviations

• Monitors, troubleshoots and supports improvement initiatives related to the operational processes to ensure optimal performance and consistency in execution

Education:

• 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)

Knowledge and Skills:

• 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

• Fluency in English and German

• Experienced in understanding and applying organizational skills to manage daily operational issues with an intermediate level of complexity

• Strong ability to connect and collaborate with people, network building and developing professional relationships,

• Persistent, the ability and will to find a way to make it work

• Analytical and problem-solving skills with good attention to detail

• Ability to organize, structure and prioritize own workload