Customer Operations Account Manager

May 10, 2024
Dublin, Ireland
... Not specified
... Intermediate
Full time
... Office work


WHAT YOU DO AT AMD CHANGES EVERYTHING

We care deeply about transforming lives with AMD technology to enrich our industry, our communities, and the world. Our mission is to build great products that accelerate next-generation computing experiences – the building blocks for the data center, artificial intelligence, PCs, gaming and embedded. Underpinning our mission is the AMD culture. We push the limits of innovation to solve the world’s most important challenges. We strive for execution excellence while being direct, humble, collaborative, and inclusive of diverse perspectives. 

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Customer Operations Account Manager

 

Strategic Account Management

  • Builds and nurtures strong value-add relationships with key customers
  • Demonstrates a strong sense of urgency, personal responsibility, and follow through with commitments made to the customer
  • Successfully follows Xilinx's account management framework and completes assigned actions
  • Builds understanding of account decision-makers, and the account drivers and priorities essential for building a successful support strategy
  • Applies sound customer satisfaction and retention strategies to all customer interaction situations
  • Keeps key stakeholders updated on customer issues
  • Incorporates account management best practices into assigned activities
  • Builds understanding of how Xilinx's supply chain provides value to customers
  • Actively works with account teams and stakeholders to manage key changes (e.g., pricing, product discounts)
  • Builds understanding of key operations-related contract terms and conditions for assigned accounts

 

Supply Chain Assurance Management

  • Builds understanding of essential supply chain management tools (e.g., databases, spreadsheet templates)
  • Executes timely/ongoing review of customer backlogs and collaborates with stakeholders to resolve (e.g., factory, finance, sales, and customers)
  • Manages business through all stages of the product lifecycle (NPI, EOL)
  • Manages inventory and DOI (Days of Inventory) to prevent incurring inventory cost to Xilinx)
  • Supports implementation of supply chain initiatives as assigned
  • Effectively manages product discontinuation notices (PDNs), product change notifications (PCNs)
  • Effectively manages material review board (MRB) activities (e.g., executes parts recall based on quality problems; handles return material requests)
  • Critically assesses supply/demand data to ensure optimum inventory levels, identify risk and recommend corrective actions

 

Continuous Operations Process Improvement

  • Actively champions and participates in operations-oriented process improvement projects
  • Successfully adopts operational process improvements
  • Effectively represents process changes to key stakeholders (e.g., provides a clear rational for changes, articulates benefits, achieves buy-in)

 

Customer Expedite and Escalation Management

  • Builds understanding of Xilinx's expedite guidelines and processes to better support day-to-day expedite operations and customer escalation calls
  • Develops a solid understanding of market segment requirements and key customer business drivers that cause expedites
  • Actively communicates with customers throughout the expedite lifecycle (e.g., communicates progress)
  • Works with stakeholders (operations, sales, distribution) to resolve expedite requests, forecast adjustments, and customer shortages
  • Develops key information to manage expedites based on a better understanding of root causes (e.g., supply/demand waterfall, customer run-rates)

 

Forecast Management

  • Manages standard, purchase order or forecast-based supply chain programs for key Xilinx direct customers or distribution channels
  • Builds understanding of the tools required for successful forecasting (e.g., spreadsheet templates, Monster forecast, forecast waterfalls, databases)
  • Monitors the consumption rate and ordering patterns of devices and makes appropriate recommendation for entry and management in Xilinx' forecast systems
  • Actively monitors weekly customer forecasts and/or orders as a basis for customer and stakeholder discussions targeted to ensuring accurate supply alignment
  • Independently performs standard demand/supply analysis
  • Effectively manages on-time revenue forecasting as assigned
  • Monitors and minimizes the actual production of finished goods to what was forecast

 

Influencing Others

  • Build relationships with others in team who can provide information, intelligence, support, and other ways to help.
  • Work as part of the team and takes a personal interest in others (e.g., by asking about their concerns, interests, family, friends, hobbies) to develop relationships.
  • Help to build stories, analogies, or examples that effectively illustrate a point.
  • Assist in pulling together graphics, or slides that display information clearly with high impact.
  • Gains the support of others in meeting objectives as set out by team leads.

 

Internal Customer Focus

  • Makes themselves aware of internal customers and their needs as a primary focus
  • Instil knowledge of customer relationships.
  • Work with team to readjust priorities to respond to changing customer demands.
  • Look to maintain a level of service to quickly and effectively solve customer problems.
  • On identifying internal customer, develop and maintain relationships.
  • Look to develop trust and credibility with the customer.
  • Finds ways to measure and track customer satisfaction.
  • Understands responsiveness to customers' objectives and needs.
  • Goes the extra mile to satisfy customer needs and expectations.

 

NPI Management

  • Coordinates with NPI Ops, sales and marketing to ensure product deliverables are met for customer
  • Demonstrates a solid understanding of customer NPI needs
  • Builds understanding of new product initiatives (e.g., ramp date, preliminary demand forecast for assigned account)
  • Builds awareness and familiarity of NPI release schedules and supply availability

 

Results Orientation

  • Meets with team leads to gain key internal customers information to better understand sales challenges and customer perspectives
  • Starts to build understanding of the regulations and regulatory compliance resources available for performing compliance-related maintenance or reporting tasks

 

Requirements

  • 3rd Level Qualifications in Business, Supply Chain Management or related discipline
  • Strong analytical skills, good business acumen
  • Excellent communication skills
  • Team player essential

 

#LI-DB1

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Benefits offered are described:  AMD benefits at a glance.

 

AMD does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. AMD and its subsidiaries are equal opportunity, inclusive employers and will consider all applicants without regard to age, ancestry, color, marital status, medical condition, mental or physical disability, national origin, race, religion, political and/or third-party affiliation, sex, pregnancy, sexual orientation, gender identity, military or veteran status, or any other characteristic protected by law.   We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective laws throughout all stages of the recruitment and selection process.

Benefits offered are described:  AMD benefits at a glance.

 

AMD does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. AMD and its subsidiaries are equal opportunity, inclusive employers and will consider all applicants without regard to age, ancestry, color, marital status, medical condition, mental or physical disability, national origin, race, religion, political and/or third-party affiliation, sex, pregnancy, sexual orientation, gender identity, military or veteran status, or any other characteristic protected by law.   We encourage applications from all qualified candidates and will accommodate applicants’ needs under the respective laws throughout all stages of the recruitment and selection process.

Customer Operations Account Manager

 

Strategic Account Management

  • Builds and nurtures strong value-add relationships with key customers
  • Demonstrates a strong sense of urgency, personal responsibility, and follow through with commitments made to the customer
  • Successfully follows Xilinx's account management framework and completes assigned actions
  • Builds understanding of account decision-makers, and the account drivers and priorities essential for building a successful support strategy
  • Applies sound customer satisfaction and retention strategies to all customer interaction situations
  • Keeps key stakeholders updated on customer issues
  • Incorporates account management best practices into assigned activities
  • Builds understanding of how Xilinx's supply chain provides value to customers
  • Actively works with account teams and stakeholders to manage key changes (e.g., pricing, product discounts)
  • Builds understanding of key operations-related contract terms and conditions for assigned accounts

 

Supply Chain Assurance Management

  • Builds understanding of essential supply chain management tools (e.g., databases, spreadsheet templates)
  • Executes timely/ongoing review of customer backlogs and collaborates with stakeholders to resolve (e.g., factory, finance, sales, and customers)
  • Manages business through all stages of the product lifecycle (NPI, EOL)
  • Manages inventory and DOI (Days of Inventory) to prevent incurring inventory cost to Xilinx)
  • Supports implementation of supply chain initiatives as assigned
  • Effectively manages product discontinuation notices (PDNs), product change notifications (PCNs)
  • Effectively manages material review board (MRB) activities (e.g., executes parts recall based on quality problems; handles return material requests)
  • Critically assesses supply/demand data to ensure optimum inventory levels, identify risk and recommend corrective actions

 

Continuous Operations Process Improvement

  • Actively champions and participates in operations-oriented process improvement projects
  • Successfully adopts operational process improvements
  • Effectively represents process changes to key stakeholders (e.g., provides a clear rational for changes, articulates benefits, achieves buy-in)

 

Customer Expedite and Escalation Management

  • Builds understanding of Xilinx's expedite guidelines and processes to better support day-to-day expedite operations and customer escalation calls
  • Develops a solid understanding of market segment requirements and key customer business drivers that cause expedites
  • Actively communicates with customers throughout the expedite lifecycle (e.g., communicates progress)
  • Works with stakeholders (operations, sales, distribution) to resolve expedite requests, forecast adjustments, and customer shortages
  • Develops key information to manage expedites based on a better understanding of root causes (e.g., supply/demand waterfall, customer run-rates)

 

Forecast Management

  • Manages standard, purchase order or forecast-based supply chain programs for key Xilinx direct customers or distribution channels
  • Builds understanding of the tools required for successful forecasting (e.g., spreadsheet templates, Monster forecast, forecast waterfalls, databases)
  • Monitors the consumption rate and ordering patterns of devices and makes appropriate recommendation for entry and management in Xilinx' forecast systems
  • Actively monitors weekly customer forecasts and/or orders as a basis for customer and stakeholder discussions targeted to ensuring accurate supply alignment
  • Independently performs standard demand/supply analysis
  • Effectively manages on-time revenue forecasting as assigned
  • Monitors and minimizes the actual production of finished goods to what was forecast

 

Influencing Others

  • Build relationships with others in team who can provide information, intelligence, support, and other ways to help.
  • Work as part of the team and takes a personal interest in others (e.g., by asking about their concerns, interests, family, friends, hobbies) to develop relationships.
  • Help to build stories, analogies, or examples that effectively illustrate a point.
  • Assist in pulling together graphics, or slides that display information clearly with high impact.
  • Gains the support of others in meeting objectives as set out by team leads.

 

Internal Customer Focus

  • Makes themselves aware of internal customers and their needs as a primary focus
  • Instil knowledge of customer relationships.
  • Work with team to readjust priorities to respond to changing customer demands.
  • Look to maintain a level of service to quickly and effectively solve customer problems.
  • On identifying internal customer, develop and maintain relationships.
  • Look to develop trust and credibility with the customer.
  • Finds ways to measure and track customer satisfaction.
  • Understands responsiveness to customers' objectives and needs.
  • Goes the extra mile to satisfy customer needs and expectations.

 

NPI Management

  • Coordinates with NPI Ops, sales and marketing to ensure product deliverables are met for customer
  • Demonstrates a solid understanding of customer NPI needs
  • Builds understanding of new product initiatives (e.g., ramp date, preliminary demand forecast for assigned account)
  • Builds awareness and familiarity of NPI release schedules and supply availability

 

Results Orientation

  • Meets with team leads to gain key internal customers information to better understand sales challenges and customer perspectives
  • Starts to build understanding of the regulations and regulatory compliance resources available for performing compliance-related maintenance or reporting tasks

 

Requirements

  • 3rd Level Qualifications in Business, Supply Chain Management or related discipline
  • Strong analytical skills, good business acumen
  • Excellent communication skills
  • Team player essential

 

#LI-DB1

#LI- HYBRID

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