C003504 SLA/SSP Account Manager (NS) - TUE 23 Apr > EMW, Inc. > Joboolo BE :
Company : EMW, Inc. Location : Brussels Brussels From : Talent BE
resolving basic legal issues), e.g.
Service Level Agreements (SLA)/Service Support Packages (SSP), Price Proposals Build long-term, strategic relationships with senior stakeholders (internal and external) and support actions to improve relations and open communications with and between stakeholders.
Understand Customer's business and needs, and support a joint and coordinated approach to requirement coherence within a given portfolio of Customer Agreements.
Manage Business Intake for supported Customers and deliver Price/Project Proposals for supported Customers in accordance with the relevant processes and Direction & Guidance by Management and Governance.
Support the customer in the budgetary screening process.
Ensure that the formal NCI Agency Customer Agreements are in line with expectations of Customers.
Monitor in-year execution of Agreements once they are in force, including customer issue/problem handling and participating in review meetings.
Contribute to the NCI Agency, COO and Branch business planning process.
Provide reporting material as required.
Take proactive initiative in nurturing and managing customer relationships, and promote the NCI Agency's capabilities across the different ICT/C4ISR domains.
Build and Maintain a Customer CRM picture that will help the rest of the agency to understand the Customer's responsibilities, key players, issues, forecast, satisfaction levels, key initiatives, etc.
Engage with both Customers and relevant stakeholders for the resolution of issues should they arise, including supporting the complaint handling process.
Support the Principal/Senior AccountManager in contributing to the development of the Demand Forecast, based on the understanding of Customer Requirements; the improvement of all management processes, liaising with other relevant stakeholders as necessary.
This includes development and implementation of relevant SOPs, Reporting Metrics Measures and KPIs; the planning and prioritization of activities in the Account; Deputize for higher grade staff, if required.
Performs other duties as may be required.
This post is based in Brussels with occasional travel to Mons.
Requirements Skill, Knowledge & Experience:
The candidate must have a currently active NATO SECRET security clearance A minimum requirement of a Bachelor's degree at a nationally recognised/certified University in a related discipline and 2 years post-related experience.
Or exceptionally, the lack of a university degree may be compensated by the demonstration of a candidate's particular abilities or experience that is/are of interest to NCI Agency, that is, at least 6 years extensive and progressive expertise in duties related to the function of the post.
At least 2-year experience relevant to Account Management; Demonstrable knowledge, experience and understanding of Customer Management and skills in negotiation; must have a sense of diplomacy and propriety in order to work harmoniously with colleagues and other staff, in an international environment, as well as with staff from private scientific/industrial organisations as required.
Proven ability to effectively communicate orally and in writing with excellent briefing and presentation skills and the ability to produce clear and concise reports; Experience working in a multilateral environment or an environment with a variety of stakeholders from multi-cultural backgrounds; Proven ability to successfully prioritise work, and manage staff; Proven experience in the use of computer-based support tools with an emphasis on Microsoft Office and planning tools; Demonstrable knowledge and experience of Service Management principles and execution in a similar organisation or environment.
Desirable Experience and Education:
Demonstrable NATO experience or equivalent national experience dealing with NATO agencies that includes knowledge of NATO responsibilities and organizations.
In addition knowledge of the NATO budget cycle and procurement policies, processes and associated documentation; Recent operational experience (at least 2 years) in the use of fielded ICT/C4ISR systems; ITIL, PRINCE2 , MSP and/or PMP certification; Prior experience of working in an international environment comprising both military and civilian elements; Proven potential to lead, inspire and engage a small, diverse and multidisciplinary team; Tact, judgement and adaptability, as well as good political awareness and motivational and listening skills.
Competencies or Personal Attributes:
Deciding and Initiating Action:
Takes responsibility for actions, projects and people; takes initiative and works under own direction; initiates and generates activity and introduces changes into work processes; makes quick, clear decisions which may include tough choices or considered risks.
Relating and Networking:
Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humour appropriately to bring warmth to relationships with others.
Delivering Results and Meeting Customer Expectations:
Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.
Entrepreneurial & Commercial Thinking:
Keeps up to date with best practice and industry trends; identifies business opportunities for the organization; maintains awareness of developments both internally and externally; demonstrates financial awareness; controls costs and thinks in terms of gains, losses and added value.
