Remote Account Delivery Manager

The responsibilities of the remote ADM are to provide a dedicated support contact for their Priority Access Plus accounts. The remote ADM will provide quarterly service delivery reporting for their specific HP Priority Access Plus accounts. Along with the reporting, the ADM will also provide reactive support for Priority Access Plus accounts that need assistance on open cases that are not being resolved by HP or our delivery partners in a timely manner.

Job specifics/responsibilities:

• Generating and maintaining customer-facing reports in accordance with the Priority Access + service
• Quarterly reviews of the Priority Access + Accounts reporting directly with the customer, done remotely
• Providing proper data quality control
• Analyzing trends in reports for quality or service delivery issues
• Ensuring proper follow-up with service delivery partners and HP management if necessary in case of escalations and work to and work to satisfactory resolution
• SharePoint activities in regard to the business needs
• Drive Priority Access + setup for new contracts
• Ensure a close working relationship with assigned accounts
• Work under own initiative and take ownership of issues, ensuring best in class support to the Priority Access + Accounts
• Develop a very close working relationship with (country/region) delivery teams, attending all internal/external reviews when required

Key deliverables/accountabilities:

HP procedures/policies are strictly followed Reports are produced and delivered on time Complaints & Escalations solved to customer’s expectations & satisfaction Processes are documented and recorded where relevant Analyzing  activities contributing to KPI improvement

Education (degree) required:

• Typically a Bachelor's degree in a technical or business discipline or equivalent experience and a minimum of 0-2 years of related experience

Experience:

• 0-2 years experience in a similar role

Qualifications:

• Fluent in written and verbal French and English
• Strong analytical and summarizing skills
• Very good communication skills – outgoing, a natural communicator
• Adherence to strict timelines
• Proactive in highlighting issues
• Good presentation skills
• Detail oriented person
• Team player
• Ability to operate effectively within a virtual (cross-cultural) team
• Self-motivating and able to work as part of a Remote/Virtual team

Technical skills (procedures and documents the employee has to be acquainted with):

• Sharepoint creation and management
• PC Knowledge: Excel, Databases, PowerPoint, Outlook
• Strong Excel skills – Macro creation is plus

Job details: http://adtrk.tw/tp/rj6-snF.T.K