Job Description Summary
The Customer Performance Manager East Europe is responsible for administering and managing services contract fulfillment and execution in the countries of the East Europe region. They are responsible to work with the services operations and execution teams to ensure contract scope is executed in a timely fashion. The Customer Performance Manager leads the relationship within their portfolio of key customers and coordinates regular relationship rhythm with internal stakeholders.Job Description
- Own and Manage customer’s complete Contract portfolio, including O&M, Powerup and TSA Warranty
- Ensure best management of existing Contract portfolio by identifying, driving, applying, negotiating favorable provisions of the contract with customer in particular when it comes to the availability provision of the Contract portfolio
- Contract dispute/claim resolution or any other dispute resolution such as LDs/Bonus, Variable fees discussions, cash past dues, contract scope disputes discrepancies and any other contractual claim after COD (TSA/O&M)
- Host periodic contract execution reviews with key customers in the assigned portfolio with support of operational owners (Service Directors) to present a comprehensive view of contractual services fulfillment for customers sites.
- Act as the single point of contact to the key customers for timely and satisfactory resolution of concerns
- Maintain all contracts related documentation including customer communications, contract performance reports, maintenance schedules, TILs etc.
- Ensure Technical Information Letter (TIL) access to the customer.
- Respond to the key customer’s inquiries.
- Provide information and support for implementing CM&U’s
- Working in partnership with billing team and Service Director to track, credit and invoice bonus and LD amounts.
- Respond to customer/contract disputes.
- Work closely with RSM and HLs in the region to identify obstacles in Contract execution and drive behavioral changes when required
Additional Information
Relocation Assistance Provided: No
Originally posted on Himalayas
