Customer Account Manager

General Job Function:

The Customer Account Manager (CAM) directly impacts the company’s goal of maximizing customer and Westinghouse success by creating, maintaining and coordinating customer relationships to maximize orders entered and ensure customer satisfaction from business development through project closeout.

The CAM is responsible for establishing relationships as a trusted technical and business advisor and maximizing customer lifetime value. CAM act as Single Contact for assigned customers.

CAM is accountable to identify and pursue business development opportunities. They perform this role in partnership with RVP, CAD, other CAM and BD Directors/Managers. In addition, the CAM provides critical insight into the customer’s organization and culture, and the customer’s view of our product/service performance. The CAM gains understanding of the market through service analysis and competitive intelligence, identifies emerging and unmet customer needs and communicates this knowledge to the product lines and marketing. Also, the CAM participate programmatic periodic account team meetings, including product delivery personnel as appropriate, to review customer capital plans, orders entered opportunities, action items to obtain orders and performance issues.

The CAM will keep a general awareness of all projects by customers and will participate in product-led monthly project reviews and/or readiness reviews, as needed. Also, CAMs support Project Managers in the collection of invoices and the successful resolution of suspended invoices, overdue invoices and claims.

In collaboration with VP/CAD, the CAM builds effective relationships with government, political, regulatory, community and other external stakeholders and reinforces a strong “One Westinghouse” presence in the China Region.

Duties and Responsibilities (in the order of priority):

• Develop and foster customer relationships with Customers and include key product personnel

• Develop Customer Account Plans and define 5-year business goals and objectives in support of mid-term plan

• Create and maintain capture plans for specific business opportunities and communicate product/service value proposition to the customer

• Perform offer cost benefit analysis/risk summary and make bid/no bid decision

• Establish price and operating profit levels in commercial offers and complete the Limits of Authority (LOA) process in collaboration with product lines

• Maintain close collaboration with Market Application to link customer opportunities with integrated portfolio of products to customers

• Perform promotion and sales activities, leading to deal closures

• Maintain programmatic, periodic communication with customer to assess health of integrated project delivery and collect targeted feedback

• Resolve with customers disputes/claims for added scope, change notices, up-sales or requests that result in increased project cost

• Observe formal internal project reviews to provide customer feedback and set delivery priorities

• Develop, propose and negotiate resolution of suspense invoice issues

• Provide sales forecast of opportunities and quotes

• Oversee the accuracy of orders entered forecast data in D365, and coordinate with CI/CSM for updates as needed

• Formally track customer commercial communications, information transmittals, records retention, export control and intellectual property compliance

• In the case of significant issues, manage communication with the customer at all levels

• Gather competitive intelligence

Education Level: Bachelor or above Degree in related industry.

Years of Experience: At least 10 years’ experience in nuclear power industry

Skills and Competencies:

Possesses and applies comprehensive knowledge of one or more areas of specialization. Extensive knowledge of nuclear plant operations, maintenance and regulatory requirements and practices, including both design period and commercial operation period.

Proven success in customer interface and relationship building skills.

Strong customer communication skills emphasizing presentation effectiveness, negotiation, persuasion and diplomacy. Well understanding of customer needs and well transfer them to Westinghouse solutions & ability to define best response in terms of product offerings, technical descriptions, pricing /cost structures.

Strong ability to interface with product line leaders & each function leaders/key stake holders on integrated solutions and ensure high qualified service delivery.

In depth knowledge of business planning processes.

Well technical knowledge regarding Westinghouse products and service offers.

Proficient in English – frequently use English as working language.

Team leadership experience & skills is a plus.