Customer Performance Manager MEA

Job Description Summary

The Customer Performance Manager is responsible for administering and managing services contract fulfillment and execution. CPM is responsible to work with the services operations and execution teams to ensure contract scope is executed in a timely fashion. The Customer Performance Manager leads the relationship within their portfolio of key customers and coordinates regular relationship rhythm with internal stakeholders.

Job Description

Roles and Responsibilities

• Own and manage customer's complete contract portfolio, including O&M, Powerup and TSA Warranty
• Contract dispute/claim resolution or any other dispute resolution such as LDs/Bonus, variable fees discussions, cash past dues, contract scope disputes discrepancies and any other contractual claim after COD (TSA/O&M)
• Host periodic contract execution reviews with key customers in the assigned portfolio with support of operational owners (Service Directors & Hub Managers) to present a comprehensive view of contractual services fulfillment for customer sites.
• Act as the single point of contact to the key customers for timely and satisfactory resolution of concerns
• Maintain all contracts related documentation including customer communications, contract performance reports, maintenance schedules, TILs etc.
• Ensure Technical Information Letter (TIL) access to the customer.
• Ensure timely submission of contractual reports (including but not limited to availability report) to the customer.
• Respond to the key customer's inquiries.
• Provide information and support for implementing CM&U's
• Contractual opportunity development (incl. business development opportunities) and risk identification (incl. risk profiling and mitigations)
• Synchronizing Customer and Contract events / demand with internal functions such as Field Service, Sourcing and Engineering
• Contract technical / maintenance compliance and service fulfilment strategy
• Working in partnership with billing team and Service Director to track, credit and invoice bonus and LD amounts.
• Respond to customer/contract disputes.

• At least 5 years' experience within wind sector or other energy or industrial segments
• At least 5 years' experience managing subcontractors
• At least 5 years' experience with multi-year transactional contract interpretation/management (Parts, Repairs and Service offerings and fulfilment - Insurance and bank/parent guarantees - Equipment operations/maintenance/overhaul/upgrade requirements and recommendations - Upgrades, Emergent Work offerings and fulfilment - Assessments and mitigation strategies for commercial and fulfilment risk)

• Wind industry or comparable energy technology experience.
• Fluent in English
• Customer focused: Excellent communication, presentation, and interpersonal skill
• Fluent knowledge of commercial, finance, legal and related regulations, and law
• Proficiency in computer application skills
• Exposure to regulators (particularly safety regulators) is desirable
• A good teamwork leader in a dynamic, energetic, and complex environment, equipped with quick learning capability and ownership
• Self-motivated and able to work under high pressure