Customer Account Senior Manager

General Job Function:

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

Sr. CAM is accountable to identify and pursue business development opportunities. They perform this role in partnership with RVP, CADs, other peer CAMs and BD Directors/Managers. In addition, the Sr. CAM provides critical insight into the customer’s organization and culture, and the customer’s view of our product/service performance. The Sr. 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 Sr. 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 Sr. CAM is accountable to the customer for all project performance and empowered to work with the product lines to ensure that delivery is flawless on the customer’s behalf. The Sr. CAM maintains awareness of the progress of project teams comprised of resources deployed from the Product Lines, and ensures his team work with the PM to ensure that Westinghouse provides the delivery as contracted or resolve issues to do so.

The Sr. CAM will keep a general awareness of all projects by customer and will participate in product-led monthly project reviews and/or readiness reviews, as needed. Also, the Sr. CAM supports Project Managers in the collection of invoices and are responsible and accountable for the successful resolution of suspended invoices, overdue invoices and claims.

Duties and Responsibilities (in the order of priority):

• Develop and foster customer relationships with three customer corporates and include key decision makers and/or 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 CRM and SAP, and coordinate with CI 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.