AVL Italia S.R.L. offers a job in Italy (IT) as

Care Contract Manager

The Care Contract Manager is responsible for the implementation and fulfilment of a service contract. He/she is accountable for the delivery performance within the contract and must coordinate all relevant internal and external stakeholders that are part of the contract value chain. He/she leads the management communication towards the customer and supports the sales group in extending and renewing the contract.

Job description:

▪ Accountable for the successful implementation / delivery of a CARE Contract both technically and financially 
▪ Accountable for all BU-S CARE activities at customer site from an contract perspective 
▪ Ensures fulfillment of CARE Contract commitments 
▪ Ensures management communication within AVL and externally to the customer stakeholders 
▪ Responsible for budget allocation for various contractual activities 
▪ Responsible for creating and maintaining a contract entry in salesforce 

Contract Setup: 
▪ Aligns and sets up initial contractual framework with the customer 
▪ Defines CARE delivery procedures, communication and internal / external escalation matrix 
▪ Defines interval of customer visits and general topics of discussions 
▪ Continually drives and adapts the scope of contract activities to achieve "added value" for the customer in alignment with the KAM and other contract relevant stakeholders 

Communication with the Customer / Reporting:
▪ Establishes contact with customer decision makers 
▪ Manages meetings and defines content 
▪ Regularly aligns CARE deliverables with customer to meet changing needs and expectations 
▪ Organizes regular reviews of AVL Software Release Roadmaps with the customer to determine future customer needs 
▪ Presents regular customer performance reports integrating quantitative KPIs and qualitative information 
▪ Defines / implements activities to support customer key players in reaching their individual objectives 
▪ Conducts annual performance reviews with the customer: o Communicates the performance of the contract in a target group-oriented way o Reviews the effectiveness of the CARE contract at customer management level o Presents productivity dashboards & improvement suggestions o Performs customer satisfaction measurement 
▪ Continuous observance of customer satisfaction 
▪ Manages customer escalations 
▪ Defines and implements continuous improvement programs for the customer

Communication with Internal Stakeholders within AVL: 
▪ Obtains CARE contract specific information from CPA and CDC 
▪ Maintains continuous communication with various AVL internal stakeholders whose cooperation is relevant to the success of the contract and / or for other AVL activities at the customer

Responsibilities to Managed Service Contracts: 
▪ Monitors and manages the overall cost / profitability the CARE contract on a regular basis and informs Manager of CAREline about any significant deviations expected 
▪ Pro-actively informs the CARE Team about the contractual situation 
▪ Contributes to Continuous Improvement Process for CARE business 
▪ Brings non-conformities in either performance or process to management attention

Profile description:
• Higher technical or combination of technical and commercial education 
• Very high communication skills in the english language 
• Good presentation skills 
• Very self organized and is used to working according to long-term objectives.
 
We offer:
• Flexitime Regulation
• Training Programs
• Health Management.

Interested?
If so, please use our online application tool to send your application to AVL!