Sr Service Account Manager S4-30

Purpose

Is responsible for one or more complex service contracts between customers and the company, in order to deliver -manageable and profitable- services to satisfied customers.

Tasks and Responsibilities

1. Customer Satisfaction
   Ensures optimal delivery of services as defined in SLA under his/her supervision to obtain
   optimal customer satisfaction and intimacy.
   
   Main activities

• Understands the business value of the company services for customers;
• Ensures satisfying implementation of services also with more modest means;
• Understands customer needs;
• Anticipates on new business;
• Manages/exceeds the customer expectations;
• Creates and maintains an active network including IT and business.

2. Tenders
   Delivers commercially feasible tenders for large contracts together with sales that can
   result in well defined services to satisfied customers.
   
   Main activities

• Interprets opportunities on feasibility;
• Advises Commercial Executive and Customer;
• Creates contract calculations;
• Coordinates bid-team and external parties;
• Books extra business.

3. Consultancy
   Gives solicited and unsolicited advice to large customers on how they should proceed with the applications within their customer interaction environment.
   
   Main activities

• Consults on (managed) processes;
• Consults on how to proceed with the application.

4. Contract management
   Defines and manages large and complex contract specifications within budget and SLA’s
   for multiple customers, agreed with the stakeholders, resulting in manageable and
   profitable services of predefined quality.
   
   Main activities

• Defines contract resources;
• Defines sub tasks for subcontractors;
• Validates and accepts the assignment;
• Informs contract members on operational level structural and in time;
• Heads for strategic and tactical contract meetings;
• Proactively monitors and reviews results of business operations with staff and adjusts deviations;
• Consults customer on financial issues.

5. Transfer of knowledge and People Management
   Manages and develops functionally of the Service Account Management qualities of junior peers.
   
   Main activities

• Coaches on the job;
• Transfers knowledge;
• Assists with complex activities;
• Manages Consultants.

6. Administration
   Defines, maintains and interprets contract administration, within the rules of the company
   accounting, in order to achieve correct accounting.
   
   Main activities

• Calculates subsequently real costs;
• Judges on invoices and accounts;
• Records all financial data;
• Prepares invoices.

7. Trendwatching
   Analyses trends and market information of the SAM- and Service- specialism in order to
   ensure optimal assistance to customers and the company.
   
   Main activities

• Defines a vision on the specialism suitable for customer situations;
• Takes initiative for trendsetting;
• Leads opinion within the company.

Quantitative

Contract budget up to € 2 million
The project team is up to 10 active fixed members and up to 10 flexible members.

Job Requirements

Education

• BSc level (HBO or simular).

Experience, knowledge and skills

• More than 2 years of experience on medior level;
• ASL/BiSL certification.

Competences

A.4 Delegating
C.2 Judgment forming
C.4 Vision
C.5 Organization sensitivity
D.3 Written communication
D.8 Impact
E.2 Stress resistant