Account Program Manager

Position

Account Program Manager

Reporting to

Director, Program Management

Department

Program Office

Departmental Functions

• Managing Customer Accounts in-line with contractual commitments and ensuring Program expectations and KPIs are met or exceeded.
• Acting as the key interface between Customers and the Internal Support Departments ensuring strong and lasting relationships are built and maintained at all levels within both organisations.
• The processing of Repair Orders from the point the Repair Order is created by the Customer to the point the Repair Order is closed by the Customer, including AWB Tracking, Status Reporting, Quote Processing, Query Resolution and Supplier Management as agreed with the customer.
• Managing the service delivery of the company Internal Support Departments (Tech Services, Sourcing, MIS and Finance) and ensuring Customer requirements are responded to in a timely and efficient manner.
• Development and presentation of Customer Performance Reports and representation of the company during Customer Program Reviews.
• Supporting the Sales and Business Development Team during the implementation of new Customer Programs.
• The continuous review of company processes and procedures and Customer interactions to ensure that both internal efficiencies and Customer satisfaction are maximised.

Responsibility of the Position

• Provide support, as required, for new sales activities including; perspective customer market data surveys, tailoring of sales presentations, evaluation of customer historical data, development of customer proposals, and contract negotiations
• Undertake the project lead for the implementation and development of customer accounts, including the following aspects:

o Definition and management of an implementation action plan and timeline o Assignment of actions defined in implementation plan

o Establishment of relationships with appropriate customer operational management personnel

o Working with customer to define and agree processes and procedures including IT specifications (required tailoring of company systems and data feed interfaces with customer)

o Undertake on-site customers meetings to review implementation programme and drive timely completion of customer defined actions

o Working with Cost Control Project Leads to develop and deliver the agreed customer Cost Reduction Programme (tactical and strategic) oWorking with Component Availability Account Leads to deliver an efficient order management service, including TAT reduction targets and ensure IT support software meets customer requirements

o Working with IT and Business Operations to ensure understanding and acceptance of IT specifications, definition of development milestones and timeline, and regular review to track progress and on-time completion

o Definition and agreement with Cost Control & Part Availability functions of internal KPIs required to meet contracted customer service levels and KPIs oDeveloping customer relationships and service delivery in line with company strategy, aims and objectives. Monitoring and maintaining revenue forecasts for each customer and ensuring positive ROI for both the customer and companyFurther responsibilities include:

o Hold regular reviews with internal support teams, identifying any service shortfalls against internal or customer KPIs, putting in place remedial actions, and ensuring service levels are recovered satisfactorily

o Provide day to day operational interface to the customer, as required

o With support of the data analysts produce customer KPI reports and provide lead or support in customer facing reviews

o Direct and support on-site staff

o Adopt and initiate continuous improvement initiatives

o Working alongside the Senior Leadership Team towards the development of company strategy

Candidate Profile

Experience:

• Degree: Management or Engineering discipline preferred and/or proven customer facing project management experience in a similar environment
• Good communication and relationship building skills, working to achieve company goals through both customer and internal relationships. Conflict resolution skills

Skills:

• Sound I.T. skills in MS Excel and preferably MS Access, able to appreciate I.T. system requirements
• Able to prioritise issues and manage available time and resources
• Strong problem solving skills
• Confident in own initiative
• Good numeracy and analytical skills
• Able to understand, map and communicate business rules and working processes
• Works well under pressure with a customer service focus
• Sound understanding of KPI development and use
• Demonstrable leadership qualities
• Flexible to travel, dependent upon customer requirements and location
• Have an understanding of Information Security practices and is able to attain and maintain competency in those as prescribed by company policies.
• Ability to handle all personal data (whether that be of your employees, colleagues or your own) in confidence; with integrity and in a manner of which ensures appropriate security measures are met and adhered to, which include protection against unlawful processing or accidental loss, destruction or damage in line with GDPR compliance.