Customer Account Relationship Manager

3 weeks ago

Cambridge, United Kingdom Sepura Full time

Do you have a technical background with proven experience of delivering customer projects, managing the account and driving revenues and customer satisfaction throughout the duration of the contract?

Are you comfortable being the customer interface and owning all customer deliverables, whilst working with internal project managers, customer support teams and Sales?

Sepura is hiring a Customer Account Manager to own the customer relationship and to manage customer deliverables and customer communications for a new portfolio of ground breaking products that migrate from narrowband to broadband communications enhancing public sector services and operations to the benefit of the public.

**Main Duties**
- Management and leadership of complex customer projects and relationships, owning the profit and loss for customer contracts.
- Manage regular internal and external project meetings, ensuring accountability of team members and individuals in the wider business, maintaining customer satisfaction.
- Ensure approaches/techniques are used for driving high performance from teams, maintaining good team morale and a high level of operating efficiency.
- Capture and manage customer requirements through customer workshops and manage the overall customer project budget, working closely with Product Strategy Group, Commercial Manager, Bid Team, Finance, Customer Support and the Senior Management Team.
- Communicate with all stakeholders, ensuring rapid escalation of issues as they arise and planning for solutions to mitigate risks.
- Own planning of customer deliverables, including GANTT charts, resourcing and costings, providing customer transparency.
- Have a comprehensive understanding of customer contracts and the company's obligations. Monitor compliance and take appropriate actions to address any issues.
- Identify and develop on-going revenue opportunities created as a result of customer requirements change, understanding business case processes.
- SC Clearance or ability to obtain it is required_

**What you need to succeed**

**Qualifications**

(essential)
- Bachelor's degree or equivalent in a business or commercial discipline
(desirable)
- Bachelor's degree or equivalent in an engineering discipline
- Training in project management to a project manager level, with accredited certification through IPMA, APM, Prince 2 or IPM or equivalent
**Experience**

(essential)
- 7 - 10 years' experience managing customer projects and working closely with engineering development teams in a multi-discipline environment on complex projects
- An experienced manager who is able to communicate at all organisational levels from SMT to junior engineers within Sepura and within customer organisations.
- Extensive experience of motivating teams and individuals to deliver.
- Experience of working within stringent contract guidelines is vital, for example UKG Model Services Contract and managing the service throughout the contract,
(desirable)
- Experience delivering projects to end customers involving complex telecommunications solutions (including but not limited to TETRA / LTE / Broadband)
- Good understanding of P&Ls
**Skills**

(essential)

An understanding of Hardware and Software development processes and tools (both Waterfall & Agile) including elements such as:

- Project / Programme schedule planning (MS Project)
- Risk / Opportunity tools - (Jira or similar).
- Technical Document Management
- Cost estimation tools
Demonstrate customer focus, balancing the needs of the customer vs Sepura business needs.

(desirable)
- A proven track record of promoting innovation in process and technical solutions. Finding creative technical solutions to fast track development, minimising time to market while maintaining and improving quality.
- Good appreciation and understanding of commercial supply contracts
**Attitude**

(essential)

**Drive**

A drive to succeed personally, and to deliver on commitments to customers and the business
- collaborating with both to deliver the required outcomes.
- Attention to detail is critical as the project deliverables, contractual demands and risk management are complex.
**Innovation**
- Inquisitive nature and prepared to challenge conventional wisdom in a constructive manner.
- Displays a real passion for progress, being innovative and flexible in approaches with a 'whatever it takes' attitude.
**Quality**
- Customer focused and motivated to deliver right first time. Producing high quality work within agreed timescales and resource budgets.
**Continuous Improvement**
- Analytical skills to continuously improve (both own, product and team performance).
**Teamwork**
- A real team player who realises that we're at our best when we share information and collaborate.
- Great at building strong relationships based on trust.
**Your Benefits**
- Flexible working hours
- Pension, dental and health care schemes
- Discounted gym membership
- Subsidised on site restaurant
- Large car park and the availability of electric car charing points
- Social events and activities

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