Page Wide Industrial Account Service Manager

Page Wide Industrial Account Service Manager

Description -

Account Service Manager (ASM) Americas

 

The ASM position in North America is responsible for managing several customer programs and coordinating them across multiple functional areas such as R&D, Marketing, Operations, Solutions Engineering and the Service Region. The candidate must understand market requirements, features/technical aspects of the press, partner solutions, product roadmaps, key technology concepts, and the competitive landscape in which our presses are sold. This role requires daily communication between the customer and various departments within HP.

Account Service Manager (ASM): 

1. Manages customer project delivery

• For large and complex customers, ranging from single to multi-site organizations
• Ensure service delivery and (Total Customer Experience) TCE of the accounts under his/her responsibility.

2. Manages business development

• Identifies and develops new opportunities with client
• Work with customer to improve any knowledge/operational gaps identified thru customer data analysis
• Promote service/non-service product offerings aimed at customer improvement
• Acts as opportunity manager for high risk deals

​3. Manages client relationships

• Manages upper level client delivery relationships, mainly in the production and operation management level.
• Frequently represents the organization to external customers/clients

 

Primary responsibilities:

·         Manage HP Strategic Accounts (end to end) from service perspective

·         Manages performance of key service metrics including TCE, services, revenue and profitability

·         Defines strategic direction via quarterly/yearly account reviews with the strategic accounts

·         Promote growth (print volume) at customer site thru process improvement, operator training, and workflow optimization

·         Creates and fosters relationships with Sales, (Global Business Unit) GBU and Services to meet needs of Strategic Accounts

·         Weekly call with production manager and quarterly formal account reviews with supplies an account sales manager

·         Leadership and coordination in projects with Account Mgr., Service District Mgr, Service Team Leads, Supplies Business Mgr.

 

 

Education and Experience Required:

 • Four-year or Graduate Degree in Computer Science, Information Systems, Engineering, or any other related discipline or commensurate work experience or demonstrated competence.

 • Typically has 7-10 years of work experience, preferably in project management, HP Services business units, HP global projects, or a related field.

Knowledge and Skills Required:

Demonstrates an in-depth understanding of key HP Services' operational policies, processes and methodologies applicable to project management. Speaks with authority to most layers of depth related to project management methods

·         Handling of internal and external collisions

·         Strong in communications and communication-discipline

·         Consultation and Negotiation

·         Team leadership

·         Capable for cooperation

·         Very good presentations skills

·         Hold out critics (internal + external)

·         Knowledge of Indigo products or PWI Inkjet Printing is advantaged