Field Support & Customer Relations Manager - Avendra

Job Description

The Field Support & Customer Relations (FSCR) Manager II maintains positive relationships with all Avendra customers, as well as local vendors, for a specified geographic area.  The FSCR Manager II is responsible for increasing customer satisfaction and program participation, solving problems, and implementing new programs with as ultimate goal to become a Trusted Advisor for our customers. 

Position Reports to Director of FSCR   

This is a work from home position with travel. Candidate must be based in the Greater Boston region. 

Job Responsibilities

Primary Responsibilities
•    Provide strategic supply chain consultative business review’s to executive teams at key customer locations in region
o    Comfort level analyzing and strategically presenting reports and program information at the executive level
•    Maintain strong relationships with customers, e.g. hotels, golf clubs, restaurants, in a specified geographic area (territory)
o    Ensure execution of Avendra’s strategic value proposition for the Client (headquarter) at the customer level (end-user) as per the Client Plan
o    Encourage changes of customer’s behavior; present value of Avendra supply chain resources in a consultative fashion; work with customer on converting from existing suppliers to Avendra Contracted Suppliers
o    Be an advocate for the customers during contracting initiatives by balancing the overarching contracting philosophy and the customer service needs
•    Build and maintain local supplier relationships
o    Collaborate with the Regional SSCM Director to monitor supplier performance and hold vendors accountable on behalf of territory customers
o    Identify opportunities to grow Spend through new suppliers and/or new categories of suppliers
•    Manage the process along with the Avendra HQ Implementation team for new Customer roll-out meetings, including customer/supplier conference calls, kick-off meetings and follow-up processes
•    Analyze customer activity, satisfaction and utilization of programs; identify non-participation and potential causes. Maximize participation with approved Avendra suppliers
o    Monitor success of newly rolled-out Customers for Spend ramp up and overall program satisfaction; work with the accounts where opportunities exist
•    Document FSCR/Customer/Supplier communication in eRM, to include comprehensive call reports based on customer visits, e.g. people met with, discussion topics, savings identified, other information uncovered and thank you letters to Customers 
 
Secondary Responsibilities 
•    As appropriate, manage the accounts which are assigned to you as the Account Manager, i.e. single units, and/or smaller Clients 
•    Provide internal support to other Avendra teams:
o    Regional SSCM: ensure alignment and support of any local contracting initiatives, e.g. RFATs, contract renewals, new initiatives
o    Quality Assurance: ensure alignment and utilize this resource as needed
o    Sales: participate, as needed, in complex Discoveries where local knowledge is required
 
Primary Competencies  
•    Functional/Technical Skills
•    Planning and Organization
•    Problem Solving & Analytical Skills
•    Relationship Building
•    Influencing Others (P3 and above)
•    Business Acumen (P3 and above)
 
Other Duties.  Please note this role description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required for this job.  Duties, responsibilities and activities may change at any time with or without notice.
 
Work Environment.  This job operates in an office/home office setting and requires customer meetings.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

Qualifications

Physical Demands. This is largely a sedentary role with some light lifting of files possibly needed. 
•    Strong interpersonal and customer service skills; good presentation skills
•    Ability to bring customer and supplier together to demonstrate Avendra value proposition
•    Solid purchasing program, supply chain knowledge and/or hotel experience to be credible with customers and vendors
•    Strong analytical skills
•    Excellent problem resolution skills
•    The ability to work independently with a flexible schedule; being able to prioritize multiple projects and requirements to include customer visits, follow-up work, formal documentation of the accomplishments and internal support requests
•    Demonstrated knowledge of the Lodging/Hospitality industry
 
Overnight Travel Requirements.  Type: All modes of transportation, percentage 25-50%, length: 1-2 nights
 
Years