Account Services Manager

Account Service Manager (ASM) North AmericaThe 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)Manages customer project deliveryFor large and complex customers, ranging from single to multi-site organizationsEnsure service delivery and (Total Customer Experience) TCE of the accounts under his/her responsibility.Manages business developmentIdentifies and develops new opportunities with clientWork with customer to improve any knowledge/operational gaps identified through customer data analysisPromote service/non-service product offerings aimed at customer improvementActs as opportunity manager for high risk dealsManages client relationshipsManages upper level client delivery relationships, mainly in the production and operation management level.Frequently represents the organization to external customers/clientsPrimary ResponsibilitiesManage HP Strategic Accounts (end to end) from service perspectiveManages performance of key service metrics including TCE, services, revenue and profitabilityDefines strategic direction via quarterly/yearly account reviews with the strategic accountsPromote growth (print volume) at customer site through process improvement, operator training, and workflow optimizationCreates and fosters relationships with Sales, (Global Business Unit) GBU and Services to meet needs of Strategic AccountsWeekly call with production manager and quarterly formal account reviews with supplies an account sales managerLeadership and coordination in projects with Account Mgr., Service District Mgr, Service Team Leads, Supplies Business Mgr.QualificationsEducation and Experience Required:First Level University degree 5 years experience in project management or in like roles/businessesMBA PreferredKnowledge 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 methodsHandling of internal and external collisionsStrong in communications and communication-disciplineConsultation and NegotiationTeam PlayerCapable for cooperationVery good presentations skillsHold out critics (internal + external)Knowledge of Indigo products or PWI Inkjet Printing is advantagedCritical Competencies To Drive Business ResultsCustomer Engagement/Program Knowledge:

Actively develops and incorporates profound understanding of client factors when planning and executing client project/program activitiesProgram Execution:

Applies understanding of project/program requirements to execute day-to-day implementationProgram Tracking and Reporting:

Continuously mines program data to assess overall contribution of program to business successProgram Improvement:

Continuously monitors, troubleshoots, and improves program to ensure program effectivenessProgram Troubleshooting:

Resolves program issues quickly to maintain client satisfaction while protecting HP's interestsProgram Team Management:

Effectively manages and develops project team to achieve project/program objectivesServices Support Policies & Procedures:

Applies understanding of HP service organization and functions to support internal and external customer requestsProgram Management Methods:

Applies program/project management methods and processes to define, plan, cost, resource, track and ensure the accomplishment of targeted goals

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