What are the responsibilities and job description for the Global Account Manager position at HCLTech?
Job Description – Onsite O2C account Lead - E 6.1
Key Objectives:
Best-in class Client Account Management with transformation mindset for larger O2C (Order to cash) project
Proactive environment with ability to read the client pulse and install right actions at right time
Creating Noise Free - Escalation Free atmosphere with agility in people, process and Technology perspective
Go getter trait for execution for new opportunity, transformations, technology interventions etc leveraging expertise of other BU’s or peer groups
Ideate, transform, re-structure existing and new programs from Client Partner lens
Market differentiator with unique proposition in the gamut of O2C domain products
Define, coordinate & execute the Go-To-Market programs for business growth working with internal stakeholders for account growth
Design frameworks by working with Client Orgs collaboratively for transforming their business to make it value centric environment
What will this role do?
- Work with O2C project stakeholders across global locations, towards meeting the project goals and objectives, has ability to work with the internal teams providing right solutions to client.
- Ensure excellent Customer Service delivery of all business service, technology solutions and products to clients through effective Project management, Service metrics governance, budget, issue resolution, optimal resourcing, sustaining skill availability from O2C standpoint
- Conduct regular business reviews (MBR’s, QBR and ABR’s) with customers to gauge the service delivery performance status of each account, identify any potential risks to proactively mitigate
- Act as SPOC for Customer Connect for any account level touch points, during and Post transition steady state operations, growth and transformation
- Act as SPOC for all Customer escalations based at onsite and accountable for Total Customer Experience for larger O2C accounts
- Act as a critical stakeholder for Contract compliance and adherence by meeting all contractual and service level commitments in Customer account level
- Address Service delivery issues arising out of dependence on Customer stakeholders towards meeting Service level metrics, working with internal global teams
- Keep short term, near term and long-term plans specific to customer accounts towards excellent customer experience, driving Value for Customers as well as revenue growth in the account.
- Support the transition team in the design of customer facing reports during transition
- Maintains excellent relationship with Client stakeholders at all key levels
- Ensure contract renewal and with increased TCV mining in new areas within existing accounts
Qualification, Experience and Skill Set:
Engineering Degree with PG Business Course preferably specialized in Supply Chain domain
18 years of experience in managing large client support O2C engagements with proven Client Management Skills
- End to End experience in Order Management, Billing, Collections, Cash Application, Customer Support domain and Project management
- Has strong experience in client relationships at a senior management/executive level, networking skills
- Strong analytical, logical and critical thinking skills and good orientation at the latest/disruptive technologies concerning to Order to Cash domain
- Has good transition experience and has ability to do smooth transition
- Detailed understanding of Solution Delivery Life Cycle, participate in RFI/RFP’s providing the right solutions
Experience in participating in process improvement projects (leader/contributor/influencer) preferably lean sigma, Black Belt certified
Excellent leadership quality with ability to manage and get the work done from internal stakeholders and cross functional client stakeholders
- Hands-on work experience in ERP systems and industry leading tools used in O2C domain
- Deep into P&L with detailed cost management
Worked at onsite based in USA in similar role preferably for 8 yrs
Who we are?
We are a group of highly motivated and dynamic individuals supporting a leading Global Automotive Manufacturer for its vehicle software related repairs for dealers and technicians
Provide enhanced rapid response to Product Support and Software Technical Service Support
Our team’s principle is to put integrity in everything we do, which is supported by our HCL values
Our culture of fostering creativity, valuing diversity, encouraging ideas and an all-embracing workforce team keeps us competitive and provides equal opportunities for all
We invest in building long lasting relationships with our employees, as we champion a people first culture from within, and support their development and progression in the organization.
