Deputy Customer Director - North East US

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Date: 29-May-2022

Location: Hornell, United States

Company: Alstom

Req ID:225522 

Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions. Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwide 

Purpose of the job:

Manage customer relationship and be the single point of contact (outside daily project matters) for customer. Monitor project execution and profitability and ensure customer satisfaction and loyalty.


Key accountabilities:

  • Act as the main point of contact for customer, and the prevalent authority on all customer issues
  • Champion a customer-centric culture across the company
  • Secure and regularly measure customer satisfaction
  • Grow business by selling existing/new products to existing customers to maximize revenue and profits
  • Contribute to negotiations during tender phase
  • Contribute to the success of the project execution, in partnership with Project Manager
  • Manage the Profit & Loss of the project, in partnership with Platform Director & Project Manager
  • Apply ALSTOM rules on ethics and compliances in all selling & customer management activities

In Opportunity Phase:

  • Identify new business opportunities with his/her customers, identify customer needs, gather customers’ key data including budgets
  • Share customer information with Business Development, Sales and Tendering teams, Market & Strategy and Product Platforms
  • Trigger and define the frame of Sales and Tendering teams’ intervention with the customer (or Business Development for the sale of new products/services)
  • Identify customer’s decision-making process and engage main stakeholders
  • Leads the Business Opportunity Review (BOR), Go/No Go, and Tender Review Meeting (TRM)
  • Agree with Platform Director and MPS on Go/No Go

In Tender Phase:

  • Ensure the tender team is adequately staffed
  • Participate/give input to the definition of the bid strategy
  • Participate fully in the DFQ process for tenders as a permanent member of the Tender Gate Review decision-making board
  • Inform Tender control of tender status, progress of blocking issues
  • Contribute to the negotiation phase

During project execution phase:

  • Ensure efficient hand over between tender phase & contract phase
  • Give input to the Platform Director on the People Management Cycle activities for Project Managers (objectives, appraisal)
  • Co-define the Project Strategy with the Platform Director
  • Validate selling price
  • Participate to  the Monthly Management Project Review (MPR) with Platform Director and Project Manager
  • Ensure, with Contract Manager(s), that contractual/legal issues are properly handled
  • Prepare financial forecast on his/her project (sales, margin, cash in, variation orders, etc)
  • Prepare budget and 6QRF preparation
  • Negotiate and agree any variation orders or contractual change
  • Ensure timely invoicing of the customer based on contractual milestones
  • Collect cash
  • Secure project margin and overall margin trend

Competencies & Skills 

  • Relationship Development: Build strong relationships with customers, external customer stakeholders,  and internal stakeholders
  • Competitive Awareness: Gain knowledge of competitors’ strengths, weaknesses and offerings, to be able to convince the customer of ALSTOM’s added-value
  • Planning and Execution: Identify new opportunities and lead a winning team to maximize ALSTOM’s value in those opportunities
  • Excellent problem solving, critical thinking and decision making
  • Proactive and efficient responses to pressing issues and challenges
  • Business Acumen
  • Aptitude in communicating, public speaking and interpersonal skills
  • Global & Cultural Awareness
  • Relationship Management
  • Resilient and able to deliver operationally in a demanding and changing environment
  • Strong ability to convince, influence & persuade
  • Good planning and organization skills
  • International mind set with good language skills

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow’s mobility. That’s why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?  


Equal opportunity statement:
Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected.  All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law. 


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