Objective of the role:
The Key Customer Project Manager shall contribute to, drive and support the delivery to our Key Customers and fulfilling their requirements and expectations.
The KCPM is responsible to coordinate the customer contracts into execution, manages ongoing delivery and project outcome in front of the customer. The tasks connected to this is managed in close cooperation with the customer, DNV planning and sales department, and weekly project meetings both with the customer and internally is expected. The role also requires active participation in internal business project enhancement meetings to secure future revenue growth and satisfied customers.
The KCPM is responsible for managing and facilitating efficient two-way communication between the Key Customer and respective internal functions.
The Key Customer Project Manager will report to Peter Højlund, Customer Service Manager and work closely together with the Key Customer Manger (KCM), who is a part of the sales department.
The Key Customer Project Manager will be based in our office in Aarhus, Denmark
Tasks may include:
Owner of overall Key Customer service delivery related to given contracts Supports the KCM in customer meetings when it comes to finalisation and operationalities of key customer contracts Builds an internal network with DNV Units, departments, local leaders and key support team members in order to effectively accomplish goals and initiatives that benefit the Key Customer and DNV If the project size requires so, the KCPM coordinates other technical managers that can locally support the global engagement with customer’s local subsidiaries or brands Creates and maintain a Contract Brief with the support of the KCM Creates and maintain a Service Delivery Plan (scope, context, accountabilities, planning Provides management summary if specifically requested by the customer Co-ordinates with finance the invoicing as per contractual terms as well as accounts receivable in coordination with other back-office functions Initiates and follows up operational meetings with customers, follows up any customer feedback (incl. complaints) and drives the Key Customer satisfaction improvement The KCPM is responsible to ensure and improve effectiveness and efficiency of the delivery of services to key customers, cooperating with the Global Sales and KCM Function and Regional teams Identifies opportunities to use local/global technology tools and new processes Is responsible for the proper implementation of digital tools such as Lumina and eAdvantage DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.
Position Qualifications:
Have a sense of urgency and “can do” attitude Ability to put the customer first with a solution oriented mind-set combined with a pragmatic approach Self-driven and service minded Solution oriented mind-set combined with a pragmatic approach Takes keen interest in driving change wherever required Naturally curious Strong networking capability Ability to work in uncertainty and high complexity Innovative by nature Commercially oriented Willingness and ability to travel local and international Strong written and verbal Danish and English communication skills A commitment to DNV’s leadership expectations, including results orientation, customer focus, respect, care, and foresight Strong IT skills, incl. MS Excel Tons of humour and prefers an easy-going and informal tone Key Performance Indicators:
Executes overall Key Customer service delivery strategy Measure & Achieve Customer Satisfaction Achieve Service Level Agreement (SLA) / Key Performance Indicators (KPI’s) Client Retention Competency Requirements:
Customer oriented. Focus on experience and influence organization to become closer to the customer Actively engage people/functions in the organization to enable knowledge sharing and contributions to drive improvements Transformation manager with a strong focus on change management, team cohesion and good communication. Act as a real team player Strong partnerships throughout the DNV organization Support innovative thinking to move the employee and customer experience forward 