Care Contract Manager
3 settimane fa
The Care Contract Manager is responsible for the successful implementation and delivery of a service contract. He/she must coordinate all relevant internal and external stakeholders to ensure the contract's value chain is met. He/she leads the management communication towards the customer and supports the sales group in extending and renewing the contract.
Key Responsibilities:
- Ensure the successful implementation and delivery of a CARE Contract both technically and financially
- Manage all BU-S CARE activities at customer site from a contract perspective
- Ensure the fulfillment of CARE Contract commitments
- Manage management communication within AVL and externally to the customer stakeholders
- Allocate budget for various contractual activities
- Create and maintain a contract entry in Salesforce
Contract Setup and Management:
- Align and set up the initial contractual framework with the customer
- Define CARE delivery procedures, communication, and internal/external escalation matrix
- Define the interval of customer visits and general topics of discussions
- Continuously drive and adapt the scope of contract activities to achieve 'added value' for the customer in alignment with the KAM and other contract relevant stakeholders
Communication and Reporting:
- Establish contact with customer decision makers
- Manage meetings and define content
- Regularly align CARE deliverables with customer to meet changing needs and expectations
- Organize regular reviews of AVL Software Release Roadmaps with the customer to determine future customer needs
- Present regular customer performance reports integrating quantitative KPIs and qualitative information
- Define/Implement activities to support customer key players in reaching their individual objectives
- Conduct annual performance reviews with the customer:
- Communicate the performance of the contract in a target group-oriented way
- Review the effectiveness of the CARE contract at customer management level
- Present productivity dashboards & improvement suggestions
- Perform customer satisfaction measurement
- Continuously observe customer satisfaction
- Manage customer escalations
- Define and implement continuous improvement programs for the customer
Internal Communication and Collaboration:
- Obtain CARE contract specific information from CPA and CDC
- Maintain continuous communication with various AVL internal stakeholders whose cooperation is relevant to the success of the contract and/or for other AVL activities at the customer
Responsibilities to Managed Service Contracts:
- Monitor and manage the overall cost/profitability of the CARE contract on a regular basis and inform Manager of CAREline about any significant deviations expected
- Pro-actively inform the CARE Team about the contractual situation
- Contribute to Continuous Improvement Process for CARE business
- Bring non-conformities in either performance or process to management attention
Requirements:
- Higher technical or combination of technical and commercial education
- Very high communication skills in the English language
- Good presentation skills
- Very self-organized and used to working according to long-term objectives
We offer:
- Flexitime Regulation
- Training Programs
- Health Management
Interested?
If so, please use our online application tool to send your application to AVL
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