Client Delivery Manager

Fujitsu is a leading provider of customer-focused information technology and communications solutions for the global marketplace. Pace-setting device technologies, highly reliable computing and communications products, and a worldwide corps of systems and services experts uniquely position us to deliver comprehensive solutions that open up infinite possibilities for our customers' success.



Fujitsu Transaction Solutions is a wholly owned subsidiary of Fujitsu Limited, and the IT "lifecycle solutions" provider for consumer transaction environments. The company creates and manages high availability store environments and collaborates with customers to reduce their costs and improve their profitability.  Fujitsu's offerings include multi-vendor infrastructure management services, point-of-sale hardware and software, mobile devices and self-service systems including U-Scan.  The company has operated in North America for more than 30 years and has some 1,500 employees in the U.S., Canada and the Caribbean. As part of the global Fujitsu family since 1992, the company's roots extend back to the early 1970s as a North American distributor for Fujitsu products.


 


The Client Delivery Manager is the customer champion and has primary interface with the customer ensuring that all promises for delivery of products and contractual services are met or exceeded by Fujitsu, while also delivering to Fujitsu the revenue and costs in the approved Profit and Loss.  Customers are major grocery store chains.


 


 
DUTIES AND RESPONSIBILITIES

Work with Call Management(CM)/Call Center and Service Delivery Management to develop contract maintenance and installation forecasts of assigned accounts
Ensure accurate timely delivery of all products – services – software to customers satisfaction
New business identification and generation
Delivery of the agreed Service Level Agreement (SLA) targets for the customers
Communication of the SLA to the operational delivery units
Escalation of issues / process improvements from the customers to operational units
Maintain an ongoing relationship with key customer staff
Reporting and reviewing of performance delivery with the customers
Work with CM to deliver product / solutions / labs / pilots etc. for assigned customers
Delivery to Fujitsu’s approved P&L goals within the customers maintenance contract and installation activity
Delivery to Fujitsu’s approved AR goals
Maintain overall customer satisfaction as measured by the customer scorecard
Create new SLAs and proposals
Review and implement Fujitsu’s commercial policies
Implement Fujitsu Transaction Solution’s value proposition within the assigned customers
Definition of customers operational requirements
Work with operational groups to develop processes to meet customers delivery requirements



Requirements:

Bachelor’s degree or equivalent experience.
5-10 years experience in the service management / account management or equivalent field.
Prefer experience in retail / POS (point of sale)
Proficient in Microsoft Office products