Account Service Manager (ASM) AmericasThe 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 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.
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
Critical Competencies to Drive Business Results:Customer Engagement/Program KnowledgeActively develops and incorporates profound understanding of client factors when planning and executing client project/program activitiesProgram ExecutionApplies understanding of project/program requirements to execute day-to-day implementationProgram Tracking and ReportingContinuously mines program data to assess overall contribution of program to business successProgram ImprovementContinuously monitors, troubleshoots, and improves program to ensure program effectivenessProgram TroubleshootingResolves program issues quickly to maintain client satisfaction while protecting HP's interestsProgram Team ManagementEffectively manages and develops project team to achieve project/program objectivesServices Support Policies & ProceduresApplies understanding of HP service organization and functions to support internal and external customer requestsProgram ImprovementContinuously monitors, troubleshoots, and improves program to ensure program effectivenessProgram Management MethodsApplies program/project management methods and processes to define, plan, cost, resource, track and ensure the accomplishment of targeted goalsThe base pay range for this role is $93,150 to $140,650 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.Benefits:HP offers a comprehensive benefits package for this position, including:
Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including;
4-12 weeks fully paid parental leave based on tenure
11 paid holidays
Additional flexible paid vacation and sick leave (US benefits overview (https://hpbenefits.ce.alight.com/) )
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.