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Staff Customer Operations Account Manager

161078
San Jose, CA, United States
Oct 8, 2021

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Job Description

Description

At Xilinx, we are leading the industry transformation to build an adaptable, intelligent world. ARE YOU bold, collaborative, and creative? We develop leaders and innovators who want to revolutionize the world of technology. We believe that by embracing diverse ideas, pushing boundaries, and working together as ONEXILINX, anything is possible.

Our culture of innovation began with the invention of the Field Programmable Gate Array (FPGA), and with the 2018 introduction of our Adaptive Compute Acceleration Platform (ACAP), has made a quantum leap in capability, solidifying our role as the adaptable platform supplier of choice. From the beginning, we have always believed in providing inventors with products and platforms that are infinitely adaptable. From self-driving cars, to world-record genome processing, to AI and big data, to the world's first 5G networks, we empower the world's builders and visionaries whose ideas solve every day problems and improve people's lives.

If you are PASSIONATE, ADAPTABLE, and INNOVATIVE, Xilinx is the right place for you! At Xilinx, we care deeply about creating significant development experiences while building a strong sense of belonging and connection. We champion an environment of empowered learning, wellness, community engagement, and recognition, so you can focus on work that matters - world class technology that improves the way we live and work. We are ONEXILINX.

Customer Operations Account Manager NA

The Customer Operations Account Manager is a pivotal role with responsibility for customer demand/supply management, fulfillment experience, and customer satisfaction in the NA Region. This person will play a critical role within Customer Operations leadership team, serving as a key influential leader to further build, develop, and lead sustainable and scalable global processes for Xilinx.  Additionally, this person will have the responsibility to work cross functionally building relationships throughout the organization to ensure alignment of our mutual goal to provide world class support for our customers.

Responsibilities

  • Provide leadership to support the development, maintenance and continuous improvement of all customer fulfillment areas, including customer forecast, program management, order management and key customer management.
  • Create a consistent and valued customer experience.
  • Effective attainment of key metrics (KPIs).
  • Maintain and expand highly effective working relationships with customers and internal stakeholders.
  • Work cross-functionally to share best practices and modify processes and policies to improve overall customer experience.
  • Mentor, coach and develop team members to increase their effectiveness as well as employee engagement by creating a continuous learning and collaborative environment.
  • Establishes policies and procedures that produce high quality customer experience.
  • Continuously research and remain knowledgeable on industry trends and competition.

 

Qualifications

  • 10+ years of successful experience leading growing and complex operational/customer support organizations under matrix organization structure.
  • Demonstrated operational management experience, with track record of developing and improving organizational performance, successful project execution and delivery.
  • Ability to develop and execute multiple strategic priorities and approaches to meet objectives & deliver results.
  • Exceptional interpersonal skills and executive presence with ability to synthesize complex issues and communicate into simple messages for peers and customers.
  • Strong business acumen, written and verbal communication skills.
  • Track record of building a high-performance team; attracting, developing and retaining talent.
  • Demonstrated success in working with customers to resolve complex issues and develop solid business relationships.
  • Proficiency with MS Office suite: Excel/PowerPoint/Visio and database reporting tools (SQL, OBIEE, etc.).
  • BS in Business or Supply Chain/Operations desirable.
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