account manager.

About the SEP pilot “managing emerging customers”

With this pilot the dedicated SEP group responsible for the project “managing emerging customers” wants to build a global governance for customers that require an international SPOC or international account management from Randstad but are not meeting the criteria to become a RESC (Randstad Enterprise Strategic Customers) customer with a dedicated Global Enterprise Lead. In the pilot phase, around 10 customers are identified to focus on where we want to formalize the opportunity management for all opportunities for these customers with a support offshore. Also we want to add a global SPOC for these customers that will support a local key account manager taking the role of global relationship manager for the customer as well as connecting with customers for “contract to cash” activities.

Purpose of the job

You will be responsible for supporting local key account managers for customers for a well defined pilot in SEP29 & act as a single point of contact for these customers providing account management services.

You will be responsible for supporting the local key account manager who will build a global relationship with the customer by engaging with all involved Randstad opcos to deliver content for review meetings and other international meetings. You will also be responsible for the preparation for the QBRs by gathering all the information from the opco’s and aligning with the strategy set by the local key account manager. You will participate in these international customer meetings and take notes as well as action points. In addition you will secure the follow-up on the day-to-day business with the opcos.

Another responsibility is “contract to cash”. Once a contract is implemented you will have frequent meetings with the opcos in order to make sure we get all value out of the signed contract. This contains as an example making sure we receive all requests from the customer, as well as monitoring the fulfillment of the requests and create actions plans with the opco or customer in case improvement is needed.

You will be part of a global and virtual team. Together you will learn from each other ensuring you bring a consistent, repeatable and scalable approach towards our stakeholders.

Your responsibilities will span multiple regions and timezones, where you will build and nurture global relationships with (inter)national colleagues across the Randstad Group. Bringing a high level of engagement and participation you have the personal drive to bring our opportunities to the forefront and convert them to the next commercially viable stage, which connects people, process and the ultimate assembly of a winning and well crafted value proposition. 

This role also includes other projects related to the pilot.

key stakeholders

• SEP group
• national Key Account Managers responsible for the pilot customers
• opportunity team members
• pricing and solution design experts
• opco solution-and bid teams
• customer stakeholders
• Enterprise legal & local legal colleagues
• subject matter experts within Randstad Enterprise, Randstad Sourceright, local operating companies e.g pricing, solution design, implementation and operational stakeholders
• 3rd party providers, e.g., HR tech/innovation or service partner in other countries
• other functional areas within Randstad and operating company stakeholders

SPOC / account management role pilot SEP:

• support local key account manager with the execution of the global strategy towards the customer
• prepare QBRs and other international meetings and participate in these meetings
• ensure to capture the action points during customer meetings & follow-up
• contract to cash:
• agree on a frequency with the key account manager to connect with the opco’s
• lead these meetings 
• check all contractual agreements are met, if not connect with the opco or customer to find the root cause and make an action plan with the opco or customer
• follow-up on action plans
• report to the local key account manager

• interacts with multiple stakeholders internally and from the customer
• customer facing activities are part of this role
• proactively manage your own workload and communications to inform of progress 
• manages towards deadlines
• handles customers questions to support the local key account manager
• participates in team virtual meetings, checkpoints and group townhalls
• keep up to date with Randstad concepts and developments in the labor market
• plans meetings, review and sign off sessions
• liaises with other teams and senior stakeholders to ensure we act in a customer centric way
• harvests best practices & feedback to our organization
• supports to build and nurture relationships with Randstad Operating Companies

The competencies below drive the behavior to perform in line with your responsibilities. 

Customer Focus

Identifies and meets the needs of internal and external customers, being continually focused on outcomes for customers. Specifically, improves service; for example, asking for customer feedback and taking action for improvement.

Drive for Results

Focuses on assessing, measuring and improving performance. Shows drive and determination to meet short- and long-term goals. Specifically, strives to meet challenging goals; for example, setting ambitious, but realistic goals for performance improvement (for self and/or own team).

Quality Orientated

Works with guidance (but not constant supervision) and proposes and takes action to increase the quality of products and services.

Commercial Acumen

Applies understanding of the business environment and objectives to develop solutions without supervision, while also providing technical assistance when necessary.

Job specific competencies  

Self-Management

Manages own motivation and feelings to help the group function well. Shows courage, self-control, and integrity. Specifically, measures emotions; for example, interacting effectively in stressful or frustrating situations, continuing to work calmly while controlling strong emotions.

Earning Trust

Acts consistently, in a trustworthy manner. Earning trust includes, when necessary, taking personal or career risks to act in a way that is consistent with one’s own values. It builds a reputation for ethics, integrity and credibility. Specifically, acts on strong values; for example, acting on values when it is difficult to do so (e.g., recalling a product when it would be possible to avoid doing so).

Attention to Detail

Manages, tracks and attends to multiple pieces of information, bringing order and clarity. Specifically, monitors others' work; for example, checking to ensure that procedures are followed.

Planning and Organizing

Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives.

experience

• minimum of five years working in a multinational commercial and virtual environment with account management experience with excellent written and spoken English
• commercially strong in having complex customer conversations
• project management skills with a proven track record of reliability and managing towards deadlines
• organization skills, structured, hands-on and growth mindset
• ability to lead a production process from start to finish
• strong relationship building & assertive communication skills
• handling confidential information e.g innovation, talent hiring volumes 

knowledge

• affinity with HR/staffing/talent models
• thorough understanding of account management in an international context
  
  
• digital fluency with google or microsoft platforms e.g sheets, excel & Salesforce

additional skills needed

• ability to work with deadlines, strong connecting and influencing skills, analytical mind, helicopter thinking, independent and strong self management skills, thinking ahead of who’s doing what and also hand-on approach to lead by example.
• excellent command of the English language (written and spoken)