Operations Account Manager

Arrow Electronics•Centennial, CO

5d•Hybrid

About The Position

What You’ll Be Doing: Serves as lead for account support team, including training on account support details and internal alignment of daily tasks. Coordinating numerous team members to maintain overall OTD, timelines, and schedules—removing barriers to success. Serve as the cross-functional single point of contact internally & externally for recurring NPI & support service needs; leads complex cross-functional global projects to support short/long-term improvements. Accountable for the overall health of the relationship from both customer and Arrow perspective; manages, monitors daily, and can report out if given notice: open orders, forecast, NPI dates. Leads stakeholder management sessions and keeps management abreast of potential issues. Develop strong and trusted relationships with customers through providing timely responses to all customer-driven performance inquiries. Work with the business team in contract renewals, extensions, and scope change activities Develop, implement, and manage customer success strategies to identify and resolve operational / service matters, working cross-functionally to drive improvements. Drive improved profitability by monitoring financial metrics (inventory, margin, etc.) and provide improvement suggestions and implementation plans. Execute lessons learned on customer engagements to ensure issues are fixed and provide feedback across organizational lines to help reduce escalations and improve process/service delivery. Leads a strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones. Key speaker and organizer of QBRs as we steer to short and long-term improvement. What We Are Looking For: Reports directly to Operations and is salary with bonus structure tied to Operational KPIs (TBD) Key customer interface – needs to have all the communication “soft skills” and be comfortable to present at all levels. Ability and willingness to deliver bad news and have a solution to improve. Empowered with internal authority across the org, acts as a team leader representing their customer accounts. Ability to independently self-manage without extra management involvement or oversight. Proactive approach to account management with an emphasis on automation. Exemplify leadership skills by being able to thoroughly train operational processes for the offshore support team. Project Management experience when approaching customer support. Developed organizational and time management skills.

Requirements

Key customer interface – needs to have all the communication “soft skills” and be comfortable to present at all levels.
Ability and willingness to deliver bad news and have a solution to improve.
Empowered with internal authority across the org, acts as a team leader representing their customer accounts.
Ability to independently self-manage without extra management involvement or oversight.
Proactive approach to account management with an emphasis on automation.
Exemplify leadership skills by being able to thoroughly train operational processes for the offshore support team.
Project Management experience when approaching customer support.
Developed organizational and time management skills.

Responsibilities

Serves as lead for account support team, including training on account support details and internal alignment of daily tasks.
Coordinating numerous team members to maintain overall OTD, timelines, and schedules—removing barriers to success.
Serve as the cross-functional single point of contact internally & externally for recurring NPI & support service needs; leads complex cross-functional global projects to support short/long-term improvements.
Accountable for the overall health of the relationship from both customer and Arrow perspective; manages, monitors daily, and can report out if given notice: open orders, forecast, NPI dates. Leads stakeholder management sessions and keeps management abreast of potential issues.
Develop strong and trusted relationships with customers through providing timely responses to all customer-driven performance inquiries.
Work with the business team in contract renewals, extensions, and scope change activities
Develop, implement, and manage customer success strategies to identify and resolve operational / service matters, working cross-functionally to drive improvements.
Drive improved profitability by monitoring financial metrics (inventory, margin, etc.) and provide improvement suggestions and implementation plans.
Execute lessons learned on customer engagements to ensure issues are fixed and provide feedback across organizational lines to help reduce escalations and improve process/service delivery.
Leads a strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones.
Key speaker and organizer of QBRs as we steer to short and long-term improvement.

Benefits

Medical, Dental, Vision Insurance
401k, With Matching Contributions
Short-Term/Long-Term Disability Insurance
Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
Paid Time Off (including sick, holiday, vacation, etc.)
Tuition Reimbursement
Growth Opportunities
Discounted RTD Passes, with convenient office location off RTD Light Rail (Dry Creek Exit)
On-site Café with Catering Option for Busy Lifestyles
4/7/365 On-site Gym and Lockers, Free for Use to All Employees
Bike Racks
And more!