Managed Print Services Customer Operations Manager
Lexmark - Greater Minneapolis-St. Paul Area
Job Description
Responsible for the delivery of print services to Customer(‘s) satisfaction. Duties include working within a Customer Focus Team (CFT) to define proposed services requirements, creation of Statement of Work, implementation of services, managing on-going steady state, issue resolution and continuously improving the delivery of services.
ROLES AND RESPONSIBILITIES:
• Responsible for management and execution of a MPS Statement of Work for a single large account and/or multiple complex small accounts. Customer Print Environments vary from hundreds to thousands of installed devices with revenues typically from $8M to $15M
• Leads and manages a diverse, cross-functional team comprised of Lexmark employees and external partners. Responsible to ensure team remains motivated and moving forward
• Influence and consult as Subject Matter Expert, making well thought out decisions on complex and/or ambiguous issues. Provide insight and potential solutions that create value and improve the Customer business performance
• Responsible to build and grow a high trust relationship with key contacts within the Customer environment. Considered a reference for developing a sustainable relationship
• Owns the Customer operational relationship, continually striving for excellent customer satisfaction
• Participates within CFT to develop proposals and RFP responses and develops Statements of Work that clearly define services and Customer Service Level Agreements (SLA’s)
• Fiduciary responsibility for all proposals and ongoing operations including cost management, accounts receivable and gross margin
• Responsible for the successful services delivery in such a manner that Lexmark experiences 100% customer retention
• Demonstrates discipline in following standard practices and develops or enhances practices as needed by the Customer or Lexmark.
• Maintain sufficient dialogue with Customer key contacts to understand priority business initiatives. Ensure the right analysis occurs to proactively provide expert recommendations that align with those priority initiatives
• Maintains state-of-the-art procedures in all aspects of the operations
• Identifies emerging or new business opportunities within the existing contract scope and collaborates with Customer on development. Also, seeks opportunities to collaborate with Customer on developing new business opportunities outside existing contract scope
• Identifies and provides recommendations for process and productivity improvements and cost reductions for both the Customer and Lexmark
• Develops various management plans for implementation of product/services for Customer
• Demonstrates continuous improvement aimed toward achieving operational excellence in Customer Operations across all areas and functions
• Promote the value of the Customer / Lexmark relationship within the Customer, Lexmark and all third party organizations
• Acts as primary contact and point person for general information and issue resolution, as it relates to a specific Customer site
• A recognized strong team player known for consistent delivery of quality services
• Teaches junior-level Customer Operations Managers in delivery of daily functions
• Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes
Please note: this is NOT a sales position.
Desired Skills & Experience
EXPERIENCE:
• Experience with managing direct reports; preferably multi-disciplined teams that were geographically dispersed
• Experience applying business management, financial concepts & contracts knowledge to analyze Customer needs and deliver recommendations
• Significant experience interacting with customers, including executives
• Experience with the delivery of operations through the use of technology solutions
• Strong analytical/procedural background with a minimum of ten (10) years Customer Operations experience
EDUCATION:
• BA/BS/BBA degree in Business or equivalent experience
• MBA in finance, administration or operations a plus
• PMP, CMM certification preferred
• ITIL / ITSM experience; Certification preferred
• Six Sigma, Lean, TQM or other business process improvement methodology preferred
Please note: this is NOT a sales position.
Company Description
Lexmark International, Inc. (NYSE: LXK) provides businesses of all sizes with a broad range of printing and imaging products, software, solutions and services that help them to be more productive. In 2009, Lexmark sold products in more than 170 countries and reported approximately $4.0 billion in revenue. Learn how Lexmark can help you get more done at www.lexmark.com
Additional Information
Posted:May 4, 2011
Type:Full-time
Experience:Mid-Senior level
Functions:Business Development, Strategy/Planning, Management, Customer Service, Project Management
Industries:Consumer Goods, Computer Software, Computer Hardware
Compensation:$100K+
Job ID:1593862
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