Job Description

This is a Customer Service Delivery Individual Contributor position, not a people manager role.

 

As the main operational resource, applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Responsibilities:

  • Owns the customer operational business relationship of mid-size to large domestic accounts.
  • Acts as a point of contact for operational & tactical issues of medium to high complexity, representing delivery of all services (all functions) to the customer: manages performance metrics, reporting, escalation & communication.
  • Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes.
  • Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral.
  • Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements.
  • Collaborates with regions/WW regarding service and support planning, implementation and performance.
  • Responsible for cost management revenue as part of the achievement of gross margin achievement and supports  identifying  incremental revenue opportunities
  • Utilizes understanding of customer business requirements to develop business case, validate the solution, and demonstrate services added value.
  • Leads key business initiatives in support of operational or financial improvement .

Impact/Scope

  • Acts as SDM in medium engagements.
  • Leads a small to medium size delivery team.
  • Works at local or regional level.

Complexity

  • Supports Single Region (NA)
  • Moderate delivery portfolio.
  • Standard delivery methodology

Education and Experience Required:

  • Typically 3 to 5+ years to establish proven track record in directly related business.
  • Typically first level university degree or equivalent work experience; advanced degree is a plus .
  • An intermediate Excel level is required.

Knowledge and Skills:

  • Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.
  • Moderate knowledge of IT and services industry Knowledge of company organization, policies, HPS services offerings, end to end processes, tools, and routes to market.
  • General technical understanding of products.
  • Problem detection and analysis of root cause to implement a corrective action plan. Applies appropriate technical knowledge and processes to resolve business issues.
  • Crisis & conflict management.
  • Leads teams to achieve results.
  • Proficiency with desktop applications and familiarity with financial reporting tools.
  • Moderate level of planning, project management and change management skills.
  • Good communication skills.
  • Influence within same team and level.
  • Ability to build & manage strong business relationships with customers and internal teams.
Technical Skills
Other
Is a Remote Job?
Remote
Employment Type
Full time

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