Customer Operations Manager at Ericsson

Position Summary

• The Customer Operations Manager (COM) ensures that all contractual deliveries are fulfilled towards one customer account.
• The role is responsible for ensuring end to end operational performance towards the account according to agreed targets.
• The role is acting on behalf of Operations, typically for one or more customer accounts.
• The role shall ensure that the portfolio is managed and that projects within that portfolio are progressing according to schedule.

Responsibilities & Tasks

• Manage all aspects of the complete delivery portfolio
• Handle customer and stakeholder engagement
• Ensure all programs and Projects within the assigned accounts have correct financial establishment, planning and reporting.
• Ensure that all programs and projects within the assigned account are run according to Ericsson established procedures and processes, including all trade and SOX compliance requirements.
• Provide Competence domains with required inputs for the competence development and resources dimensioning
• Appoint and manage Program Managers and Project Managers, as required, to secure customer contract fulfilment in the most cost effective, efficient way possible.
• Ensure customer satisfaction, trust and confidence is manage in the best way possible to assist in securing future business.
• Capture best practices and re-use learnings within the account and region.
• Build a personal customer relationship that fosters trust and confidence.
• Provide required project account reporting as directed by PMO.
• Direct project fulfilment decision making actions within the scope of the signed contracts.
• Authority to recruit Program and Project Managers into the account operations within the limits of the budgets set at TG2.
• To initiate and execute program and project off track initiatives to return projects to plan status.
• Independently manage account operations in the assigned account in consultation with the Key Account Manager.
• Approve upon delegation from the KAM project documents and project tollgates.
• Approve all project POs and expenses within the set authority limit in the country and the TG2 budgets.
• Together with the KAM take prioritization decisions within the account

Position Qualifications
Minimum Qualification and Experience Requirements:

• 8 years or more solid experience from Customer Project Management or relevant line management role.
• Ability to work effectively in lead multi-cultural and cross-functional teams.
• Strong cultural awareness and excellent language skills to enable communication throughout the organization
• Strong inter-communication skills
• Thought leadership and commercial understanding as needed to identify short and long term business priorities for specific account.
• Able to work independently as well as in a team

Preferred Qualification and Experience Requirements:

• The holder of the COM role is expected to have a background in delivery towards customers such as Project Management deliveries, Managed Services deliveries, or Customer Support activities.
• The COM is also expected to have several years of experience from a leadership role, preferably from the area of Service Delivery and/or Operations.

Core Competencies:

• Leadership Competence
• Financial Acumen and Analysis
• Business understanding
• Customer Relationship Handling
• Negotiation and argumentation
• Project & Program Management
• Communication
• Coaching & Mentoring