Senior Account Operations Manager

2 months ago

Malaysia NI Talent Community Full time

KEY RESPONSIBILITIES

  • Point of contact for assigned accounts, participating in recurrent meetings, and maintaining and managing the operational relationship with the NI Customer.
  • Leverage operational expertise to customize and own the account treatment strategy through developing the account support plan.
  • Acting as a trusted collaborative partner for sellers by providing operational expertise throughout the customer journey (Pre-Sales, Coordinate delivery, Post-sale activities) to enhance sales productivity.
  • Increased knowledge and focus on organizational objectives.
  • Demonstrates ability to set clear objectives while setting milestones for self and others and tracking progress.
  • Mastery of CEP Demand Generation skillset: 4SS, DD, Guided Discovery & Summary.
  • Ability to teach and mentor others: engages in mentorship and training initiatives to support onboarding and continuing education of peers.
  • Brands self and role to raise own profile as a trusted partner internally and externally.
  • Creates an extended network of key stakeholders to influence processes, policy, and goal planning.
  • Demonstrates deep, wide-ranging business, industry, technical, and operational acumen.
  • Ability to convey business risks, value, and impact at company, Sales, and customer level.
  • Acts as an advisor highlighting and addressing roadblocks to drive opportunity velocity and operational readiness.
  • Drives demand forecast and fulfillment through proactive planning and backlog management.
  • Recommends ad-hoc technical and operational solutions within the scope of quote creation and order fulfillment.
  • Customizes and owns treatment strategies based on account support plan, leveraging industry, offerings, and product expertise.
  • Define and deliver meaningful analytics based on customer care-abouts, evaluation criteria, and methodology.
  • Partner with Deal Desk; Planning, Finance, Trade Compliance to streamline business close processes.
  • OPP Pipeline Accuracy (Stage, Forecast Category, Close Date, Amount, Overall Status).
  • Provide inputs into the Quarterly business reviews and scorecard reviews.

SUPERVISION

  • Self-directing capacity (autonomy) and experience.
  • Requires some coaching based on demonstrated competence.

QUALIFICATIONS AND SKILLS

  • Bachelor’s degree preferably in technical, business, communications field or applicable experience.
  • 5+ years in Customer Operations or related work experience preferred.
  • Experience supporting a sales organization including the use of CRM tools and processes.
  • Advanced English level to ensure excellent reading, writing, and verbal communication skills (B2+).
  • Experience in Account Management and differentiated account treatment strategy.
  • Project management experience desirable.
  • Experience with a CRM system, strong Excel skills, PowerPoint, MS Office skills.
  • Effective in building relationships, collaborating, influencing others.
  • Experience working with various geographies and functions.
  • Work effectively in an ambiguous environment.
  • Outstanding communication skills.
  • Possess an analytical, problem-solving, and self-starter mindset.
  • Understanding of KCS methodology or other knowledge management methodologies.
  • Strong customer service attitude, positive outlook, excellent work ethic, and drive to succeed.
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