Inside Account Delivery Manager with German bij HP Inc.

At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders, and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences and perspective they bring. That’s how we work at HP. And this is how ideas and people grow
The responsibilities of the Inside ADM for Priority Services are to provide a dedicated support contact for Priority Management accounts and to support the local ADM with day-to-day operational activities, open case report, escalations, and monthly reporting activities. The inside ADM will provide service delivery reporting for their specific HP Priority Management accounts as well as the Inside ADM will provide support on open cases not being resolved in a timely manner.
  • Please have in mind that this is a temporary position for one year (maternity cover).

Job responsibilities:

  • Generating and maintaining customer facing reports in accordance with the Priority Management service
  • Providing proper data quality control
  • Analyzing trends in reports for quality or service delivery issues
  • Ensuring proper follow-up with local ADM in case of escalations and work to ensure satisfactory resolution
  • SharePoint activities and shared mailbox ownership in regard to the business needs
  • Responsible open case report
  • Responsible for 1LS escalations
  • “Monthly reporting”
  • Ensure a close working relationship with local ADM and HP service delivery teams and partners.
  • Work under own initiative and take ownership of issues, ensuring best in class support to the Priority Management Accounts
  • Develop a very close working relationship with (country/region) delivery teams, attending all internal/external reviews when required
  • Take ownership of all complaints/escalations as assigned by the ADM and work to satisfactory resolution

Key deliverables/accountabilities:

  • 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) and professional experience required:
  • Typically, a Bachelor's degree in a technical or business discipline or equivalent experience and a minimum of 2-4 years of related experience
  • May include highly experienced individuals performing entry-level equivalent work who are non-degreed or degreed in an unrelated field
  • 0-2 years of experience in a similar role

Other requirements:

  • Fluent in written and verbal English and German

Personal skills and qualities:

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

Technical skills (procedures and documents the employee has to be acquainted with):
  • Share point creation and management.
  • PC Knowledge: Excel, Databases, PowerPoint, Outlook
  • Strong Excel skills – Macro creation is plus
  • Knowledge of ITIL Foundations is a plus

  • Please have in mind that this is a temporary position for one year (maternity cover).

We’re looking for visionaries who are ready to make an impact on the way the world works. At HP, the future’s yours to create!
This is to inform you that HP Inc. is registered as an administrator of personal data to the Commission for Data Protection. Some of the information that you provide voluntarily is personal information and falls under the special protection regime under the Law on Personal Data Protection. The personal data provided by you will be processed for the purposes of the selection process as well as for the realization of the legitimate interests of the data controller in respect of any future contract of employment. HP takes the responsibility to handle, use and store your personal data, ensuring its protection in secret from the third parties. We inform you and you agree that HP may provide your personal data to government, municipal institutions, banks, companies, corporate bodies and individuals, where such obligation exists under a special legal provision, where it is necessary for realization of your rights and legal interests as a participant in the selection process, and when it is necessary to realize the legitimate rights and interests of HP. HP can provide your personal information to corporate bodies and individuals who are assigned to actions and activities relating to the selection process and in respect of any future contract of employment.

Vergeet niet te vermelden dat je deze vacature gevonden hebt via Graduateland