Job Summary

This role is responsible for managing operational business relationships with accounts, optimizing strategies, and serving as a point of contact for customers/partners for operational issues. The role participates in contract negotiations, works towards process improvements while supporting project/account teams, and identifies risks and challenges. The role gathers customer feedback, manages records of customer interactions, and prepares reports for senior management.

Responsibilities

Manages the operational business relationship with mid-sized to large accounts while supporting project and account teams in designing customer solutions and optimizing operational processes.
Analyzes account financials to develop financial strategies to maximize profitability and ROI for both the organization and the customer.
Acts as a point of contact for customers and/or partners for operational issues, concerns, and escalations.
Identifies process gaps, advocates for process improvements, and implements changes to enhance operational efficiency and customer satisfaction.
Prepares presentations and reports for senior management and key stakeholders, outlining the status of strategic accounts, financial performance, and operational excellence initiatives.
Participates in negotiations for contracts and agreements with key customers or partners to ensure that terms are favorable and aligned with the organization's objectives.
Develops strategies for gathering, analyzing, and acting on customer feedback to improve customer satisfaction and loyalty.
Maintains detailed records, documentation, and reports related to customer interactions, operational processes, and project progress in adherence to all relevant regulations and standards.
Identifies and manages risks associated with customer accounts and operational processes to ensure business continuity.
Stays updated with the latest industry trends and technological advancements while guiding junior team members in navigating day-to-day challenges.

Education & Experience Recommended

Four-year or Graduate Degree in Sales, Marketing, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 4-7 years of work experience, preferably in account management, business development, supply chain, customer service, or a related field or an advanced degree with 3-5 years of work experience.

Preferred Certifications

Certified Sales Operations Professional (CSOP)

Knowledge & Skills

Project management
Data analysis
PowerBI
Automation skills will be an added advantage

Cross-Org Skills

Communication and presentation skills
Growth mindset
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Impact & Scope

Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

Responds to moderately complex issues within established guidelines.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Partner Account Operation Manager (PAOM)