Account Operations Manager Job in District of Columbia, DC 20539
Title :
Account Operations Manager
Company :
Xerox
Location :
District of Columbia, DC 20539
Date Acquired :
7/20/2010 6:12:33 PM
AutoReqId 6657BR
Common Job Title Account Operations Manager
Primary Work Location DC, District of Columbia
Employee Classification: Regular Full-Time
Job Description
Role Purpose:
The Account Operations Manager is responsible for planning, directing and coordinating the contracted operations of the account. Monitors daily operations to ensure contract requirements are met, keep abreast of major situations affecting service to the customer and ensure all aspects of customer satisfaction. Responsible for managing the budget and P&L for the assigned account(s). Assists 2ndlevel manager and sales team in generating revenue and seeking additional business opportunities.
Manage the assigned accounts to achieve required business results.
Managing to the contract: SLAs and KPIs (Key Performance Indicators)
Employee & Customer Satisfaction
Customer Retention
Account Profitability
Customer Relationship Management (CRM)
Responsibilities:
Accountable for delivery of Operational Excellence in support of the Account Management Strategy
Oversee the delivery of contracted services according to contract terms, as well as the customers satisfaction with those services.
Lead the account team in identifying and delivering value to the customer.
Expand the range of services Xerox offers the customer, increasing the Xerox services offering employed in the customers operation.
Manage various internal processes required to service and deliver Xeroxs capabilities to the clients.
Deploy service solutions that meet agreed upon Standards of Performance (SOP) and Statements of Work (SOW).
Partner with the CDM to strategize the account relationship and with other Xerox organizations.
Support the Revenue & Retention strategies to enable profitable growth.
Participate in account reviews. Partner with CDM to establish the account communication process.
* People Management
Perform Human Resource Management - selection, training and career progression, performance management, and adherence to policy.
Recruitment of site staff when required.
Achieve diversity and Operation BWF objectives.
Provide leadership and direction to extended staff.
Accountable for the development, recognition, and retention of team members.
Manage Employee Motivation & Satisfaction through the EES process to create a motivating team environment for employees.
* Financial Responsibility
Manage P&L targets and operating budget for the account(s).
Responsible for account growth through labor productivity, efficient operational practices, and new product/service offerings.
Full operational responsibility to include resource utilization, materials management, equipment, assets and inventory management and control.
Responsible for maintaining internal controls.
Provide input/support for accurate and timely client billing.
* Achieve business objectives, identify and resolve shortfalls and issues.
Provide leadership to achieve positive Customer Experience.
Requirements:
Qualifications:
* 2 4 years of account management experience.
* Legal Experience Preferred
* Multiple account management experience desired.
* Financial planning and analysis experience required.
* Excellent Communication and Presentation Skills
* BS/BA Degree Preferred
* Knowledge in finance, DSO, basic pricing, billing, spreadsheets.
* Advanced Skills in MS Office applications, Internet navigation and use.
* 100% local travel required
* Lean Six SigmaGreen Belt Certification required or in progress.
Overall Personal Attributes, Knowledge & Skills
* Business acumen.
* Demonstrated leadership skills; high energy and team motivator.
* Understand the marketplace, the competitive environment, Xerox products/services and their impact on the customers business.
* Ability to interpret pricing and contract proposals.
* Ability to manage and motivate employees.
* Make use of customer knowledge to create new business opportunities with theClient Delivery Manager.
* Constructive, positive outlook and persistence in the face of obstacles.
* Excellent Customer Service, interpersonal, and communication skills.
* Leadership skills.
* Build and maintain relationships.
* Good organizational and time management skills.
* Strong written and verbal communication skills.
* Ability to manage multiple tasks.
* Quickly assess problem situations and prioritize deployment of solutions.
Drawing on diversity of a global workforce and offering an equal opportunity to achieve success.
EOE M/F/D/V
Common Job Title Account Operations Manager
Primary Work Location DC, District of Columbia
Employee Classification: Regular Full-Time
Job Description
Role Purpose:
The Account Operations Manager is responsible for planning, directing and coordinating the contracted operations of the account. Monitors daily operations to ensure contract requirements are met, keep abreast of major situations affecting service to the customer and ensure all aspects of customer satisfaction. Responsible for managing the budget and P&L for the assigned account(s). Assists 2ndlevel manager and sales team in generating revenue and seeking additional business opportunities.
Manage the assigned accounts to achieve required business results.
Managing to the contract: SLAs and KPIs (Key Performance Indicators)
Employee & Customer Satisfaction
Customer Retention
Account Profitability
Customer Relationship Management (CRM)
Responsibilities:
Accountable for delivery of Operational Excellence in support of the Account Management Strategy
Oversee the delivery of contracted services according to contract terms, as well as the customers satisfaction with those services.
Lead the account team in identifying and delivering value to the customer.
Expand the range of services Xerox offers the customer, increasing the Xerox services offering employed in the customers operation.
Manage various internal processes required to service and deliver Xeroxs capabilities to the clients.
Deploy service solutions that meet agreed upon Standards of Performance (SOP) and Statements of Work (SOW).
Partner with the CDM to strategize the account relationship and with other Xerox organizations.
Support the Revenue & Retention strategies to enable profitable growth.
Participate in account reviews. Partner with CDM to establish the account communication process.
* People Management
Perform Human Resource Management - selection, training and career progression, performance management, and adherence to policy.
Recruitment of site staff when required.
Achieve diversity and Operation BWF objectives.
Provide leadership and direction to extended staff.
Accountable for the development, recognition, and retention of team members.
Manage Employee Motivation & Satisfaction through the EES process to create a motivating team environment for employees.
* Financial Responsibility
Manage P&L targets and operating budget for the account(s).
Responsible for account growth through labor productivity, efficient operational practices, and new product/service offerings.
Full operational responsibility to include resource utilization, materials management, equipment, assets and inventory management and control.
Responsible for maintaining internal controls.
Provide input/support for accurate and timely client billing.
* Achieve business objectives, identify and resolve shortfalls and issues.
Provide leadership to achieve positive Customer Experience.
Requirements:
Qualifications:
* 2 4 years of account management experience.
* Legal Experience Preferred
* Multiple account management experience desired.
* Financial planning and analysis experience required.
* Excellent Communication and Presentation Skills
* BS/BA Degree Preferred
* Knowledge in finance, DSO, basic pricing, billing, spreadsheets.
* Advanced Skills in MS Office applications, Internet navigation and use.
* 100% local travel required
* Lean Six SigmaGreen Belt Certification required or in progress.
Overall Personal Attributes, Knowledge & Skills
* Business acumen.
* Demonstrated leadership skills; high energy and team motivator.
* Understand the marketplace, the competitive environment, Xerox products/services and their impact on the customers business.
* Ability to interpret pricing and contract proposals.
* Ability to manage and motivate employees.
* Make use of customer knowledge to create new business opportunities with theClient Delivery Manager.
* Constructive, positive outlook and persistence in the face of obstacles.
* Excellent Customer Service, interpersonal, and communication skills.
* Leadership skills.
* Build and maintain relationships.
* Good organizational and time management skills.
* Strong written and verbal communication skills.
* Ability to manage multiple tasks.
* Quickly assess problem situations and prioritize deployment of solutions.
Drawing on diversity of a global workforce and offering an equal opportunity to achieve success.
EOE M/F/D/V
