Global Head Account Management

Global - Malta / Customer Success Management


As the Global Manager, you will be responsible for leading the global CAM program and overseeing the work of the CAM managers. You will provide support to the CAM managers and CAM teams to ensure they have the management support, cross-functional engagement, and resources to ensure quality delivery of the end to end CAM process, in terms of meeting targetable deliverables (KPIs), training and enablement, process and capability improvement, resource forecasting, and performance management. As a professional, you will liaise with our client’s  management teams on all CAM-related issues, exception process request, and customer escalations.  Working with the CAM Managers and HPE Management teams, they orchestrate the process of raising and implementing continuous process improvement initiatives.

Roles and responsibilities

  • Enable an organization with the right skill set, capabilities and best practices and fully operational
  • Manage and work in alliance with all regional site and HR managers to maintain the expected staffing model to cover the required tasks, without jeopardizing quality and support commitments
  • Assess and manage organizational and regional manager’s performance, enable best practices to improve areas of development
  • Design a best in class service delivery strategy for the organization, promote best practices and customer satisfaction within the represented regions and added value to internal programs and process improvements
  • Analyze global/regional metrics related to targets and propose ways in which the team performance can be improved
  • Report progress against goals to the organization leadership on a weekly/monthly/quarterly basis as required
  • Manage internal and external client escalations, and ensure an action plan is being addressed efficiently
  • Create the necessary networking relationships within the organization, stakeholders, and partners for the benefit of the team’s success
  • Meet desired key performance indicators
  • Lead, supervise and/or support regional or global projects
  • Build consistent success and career development plans within the team and organization
  • Present team’s performance results and other projects to customers and stakeholders as needed
  • Support and apply internal process related to rewards and recognition with high standards of professionalism and equality among the team
  • Proactively support a succession plan and career development programs within the team and organization

Skills and competencies

  • People and customer facing capabilities
  • Self-motivated and proactive
  • Results driven and ability to work under pressure
  • Strong ability to work with customer operations and service models
  • Advance knowledge of MS Office software: Outlook, PowerPoint, Excel, etc.
  • Very strong English communication skills both oral and written (95%-100%)
  • Additional languages are a plus
  • Strong operational KPI analytics
  • Strong leadership and cross-cultural communication
  • Budgeting and financial target management (operative cost and profitable strategies)
  • Go-to-market strategy
  • Customer success management capabilities
  • Ability to work without supervision
  • Talent acquisition and performance management
  • Virtual and face to face presentation and enablement

Education and experience

  • University Bachelors Degree in related areas such as Business, Marketing or IT functionalities (preferred)
  • Master Degree is a plus
  • +5 years of experience in a customer service operations function
  • +5 years of experience as a manager of at least a team of 50 people
  • +2 years of experience managing other managers is a plus
  • +3 years of experience in supply chain process or support operations
  • +3 years of experience in customer success management programs
  • +3 years of experience in business admin/IT or marketing programs will be a plus

Start fulfilling your dreams

If you think you have what it takes to make a difference and want to work for a company that can offer you unlimited potential then apply for this position now and tell us more about what you can bring to our business. You can also check out our other jobs.
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