Contract Manager – North America

The CSM knows the customer and contract and acts as the escalation point for all aftermarket issues with the customer, especially with difficult or non-service issues not being addressed through standard routes.
He/she operates in direct and/or indirect markets leveraging the operational INNIO internal resources or those ones of authorized distributors to deliver customer satisfaction.

Essential Responsibilities :

· Responsible for aftermarket contracts for designated customers owning the aftermarket business responsibility for their territory.
· Drive business results and manage excellent customer relationships
· Point of contact and key account function for escalations for all Customers in NAM
· Cooperate with distributors to identify and support NAM growth strategies
· Assure timely resolution of customer issues and customer satisfaction for assigned customers
· Identify customer needs and help to develop winning, customer centric strategies that integrate customer value creation
· Provide directions to the daily service operation for a dedicated Country/set of Customers assigned.
· Provide Customer Service Team and Finance Team with financial projections on transactional service business & periodical sales estimations.
· Support and control timely deliveries, billing and receivables collection
· Improve customer satisfaction, focusing on productivity, cost control and on-time delivery
· Work with Commercial team on offering decisions and contract amendments
· Act as the Contract Performance Manager for complex service jobs, from offering to execution
· Technical & administrative support and coordination on all commissionings, outages, repairs and modifications · Flexibility to attend any other reasonable tasks as required.

KPIs :

· Sales and Margins
· Productivity
· Cash & PD
· Customer satisfaction
· OTD (mainly Overhaul & Repairs, Contractual Field Service jobs)                                                                                         
Qualification Requirements :

· Strong customer focus
· Commercial Background through a commercial education (e.g. Bachelor) and significant experience in a commercial, ideally customer facing role.
· Well-founded technical expertise through experience in a technical role or Technical education (e.g. Bachelor) · Highly developed skill & expertise in customer interaction, negotiation & pro-active issue resolution
· Business acumen, understand P&L metrics and ability to deliver against targets
· Ability to establish priorities
· Ability to cope with pressure
· Good communicator and facilitator
· Kean to learn & grow every day to deliver world class service in a very dynamic environment
· Willingness to travel up to 50%
· Ability to build and maintain relationships with internal and external stakeholders.
· Good presentation development and broader communication skills that turn concepts into effective structured messages for non-technical internal and external decision makers.
· Ability to represent the company formally and informally to influence internal and external stakeholders.
· Demonstrated ability to work collaboratively with cross-functional teams and manage multiple priorities.

Other Job Specific Knowledge :

· MS Office knowledge, specifically high level in Excel 
· Project mgmt. skills 
· Knowledge of Accounting principles and contractual legal frameworks.

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Academic Requirements :**

University degree

Languages :

Fluency in English, at least level B1

INNIO offers a great work environment, professional development, challenging careers, and competitive compensation. INNIO is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, gender (including pregnancy), sexual orientation, gender identity or expression, age, disability, veteran status or any other characteristics protected by law.