Account Services Manager PT Huawei Tech Investment

Account Services Manager

Division: Infrastructure
Location: Markham, Ontario
Employment Status: Permanent

The Opportunity

Huawei Technologies Vision is to ‘enrich life through communication’. This is achieved with keen focus on our customers' market challenges and needs, providing excellent communications network solutions and services in order to consistently create maximum value for customers.

Description

Position Overview:

• The Huawei Account Service Manger (ASM) is the primary customer interface with respect to Customer Satisfaction and Service delivery. The ASM’s main role is to build / maintain solid customer relationships, to ensure service delivery is per contractual commitments and to proactively deal with customer issues when they arise. The ASM’s other main role is to seek out, identify and close service sales opportunities. The ASM requires an excellent understanding of Wireless and/or Optical networks and Network Operators operations and service requirements.
• Service delivery scope includes network design / optimization, network deployment (equipment installation, commissioning, tuning, integration, project management), customer support, customer training, managed services as well as managing Warranty / Service contracts and reporting on delivery performance (score cards, reports, etc).

Responsibilities:

• Manage Customer Expectations and Satisfaction
• Monthly Service Delivery Performance report (open tickets, KPIs,SLAs, vendor scorecard) etc
• Schedule and run quarterly customer performance review meetings and Satisfaction Surveys
• Develop and participate in quality improvement programs and track corrective actions
• Manage service escalation issues
• Manage Service Sales Opportunities
• Analyze customer service requirements and collect competitive information
• Collaborate with Product Sales and act as Service sales lead during pre-sales
• Articulate Huawei service solution value-added attributer/differentiators
• Create winning Service Solutions together with the Service Bidding team
• Lead contract negotiations
• Operational
• Monitor financial performance of delivered services to ensure profitability while securing SLA fulfillment and customer satisfaction
• Create and track Change Requests

Qualifications:

• 10+ years of wireless or optical telecom experience as Service Account Manager / Customer Technical Advocate / Service Delivery Manager supporting a Tier 1 operator (e.g. AT & T, Verizon, T-Mobile, Sprint).
• Relevant past experience delivering telecom services (System Design / Deployment, Technical support, Spare Parts, Training).
• 5+ years of people management experience (leadership, motivation, performance feedback).
• Demonstrated success in winning service opportunities.
• Demonstrated experience in negotiating and closing service contracts (solid knowledge of industry LDs, KPIs, SLAs).
• Deep understanding of Tier 1 operator requirements, operations, processes.
• Thorough knowledge of the Telecom services portfolio and competitors service solutions.
• Creative and high energy, calm under pressure
• Hands-on, proactive, internally driven, well organized and self sufficient
• Strong business acumen
• Proven track record building long-term relationships both internally and externally
• Excellent interpersonal skills with ability to enroll multi-organizational teams to assemble complex solutions
• History of consistently exceeding objectives
• Excellent written and oral presentation
• Computer literate in Microsoft Office Suite including Word, Excel, Powerpoint, Outlook.
• Valid driver’s license and available for frequent travel (approximately 25 %)
• Bachelor’s Degree (Business or Engineering) or equivalent industry experience. MBA preferred.

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