Job Description
Account Services Director
At SmartOps, Strategic Services Directors are part of the Global Sales and Marketing Organization and are instrumental in maintaining the satisfaction of existing SmartOps customers and providing thought leadership to customers and prospects in supply chain matters. Account Services Directors report to the Senior Directors of the Americas regions.
Potential Locations: Pittsburgh, Minneapolis, Chicago, or Northeast (e.g. Philadelphia to Connecticut)
Duties and Responsibilities:
Customer satisfaction and relationship management
Regional responsibility for satisfaction of SmartOps customers after the implementation has been completed by Professional Services Organization
Maintain ongoing account plans for installed base that include updated organizational charts, assessment of how software is being used, state of satisfaction, red flags, organizational ladder, training programs, other software evaluations underway, current IT landscape, and state of system integrator partnerships
Regular site visits and executive ‘sit down’ sessions
Maintain relationships with key partners that are also servicing installed base (e.g. SAP, IBM, and Accenture)
Position and perform ongoing consulting projects with installed base as the need arises
Competitive analysis to protect the installed base
Ongoing value measurement
Enlist customer support to jointly develop documented case study
Enlist customer support to issue press release announcing use of SmartOps software (unless this was done as part of the software license deal)
Reference management
Develop program for installed base that enrolls them to serve as speakers and references to new SmartOps opportunities; write case studies; create marketing collateral and white papers
Maintenance revenue management and growth
Secure SmartOps’ year 2 and beyond maintenance revenue at higher percentages than in year one
Look to secure multi-year maintenance commitments
Users Group sponsorship and coordination
Ensure participation in SmartOps Users Group
Coordinate customer-specific training programs with SmartOps training manager (either on-site or via web)
Organizational development
Lead SmartOps efforts in transitioning some support to SAP for customers that bought SmartOps software from SAP
Identification of additional software and services revenue
Identify additional software license and professional services revenue opportunities and coordinate appropriately with Sales and PSO
Sales cycle support
Manage use of SmartOps by customers that have licensed EIO under and SAP GEA or FLA – ensure that the software continues to be used
Support Sales in the positioning and selling of year 1 maintenance
Desired Skills & Experience
Requirements:
BS in engineering. MBA preferred.
5-10 years of supply chain consulting or management consulting for either a supply chain software company or top-tier strategy consulting firm.
Strong customer service and account leadership orientation
Extensive general management consulting skills such as client leadership, problem solving, team leadership, and synthesis of findings
Good knowledge of supply chain software issues and solutions
Ability to handle multiple projects
Superior verbal and written communications skills
Apply Now - Resume or CV with Job Post Title
Email: jobs@aarenconsultants.in
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