Executive Account Manager

**CONTEXT**

Reporting directly to the Market Head, the **Executive Account Manager** is the preferred point of contact to support and guide large Entities or a group of Entities (representing a revenue at least 30 MEUR for GO.) They will manage strategic alignment and highly complex topics facing the entities. They drive partnership activities at C Level throughout Group Operations and Operating Companies within their scope with potential conflicting priorities between AXA GO and Entities. They have access to and manage highly sensitive information.

The Executive Account Manager communicates the GO strategy and any organizational or service changes towards the Entity to contribute to strategic alignment. They have a very good understanding of the Entity/OpCo IT strategy and can guide and influence the CxO to ensure the strategy is aligned with the group ambitions.

They act as Ambassadors of AXA GO, support the Market and its management, deputies for the Market Head when required and are responsible for representing the voice of the customer within GO.

They take accountability for the overall satisfaction, supporting the quality of all services, processes, products, and programs delivered to the Entity. They ensure strong collaboration within GO & with Entities, respond to demands and expectations, and guarantee the delivery of partnership KPIs aligned with the GO engagement mission statement.

They promote product value and foster product adoption, encourage simplification and standardization, and provide transparent communication to ultimately improve customer satisfaction. They contribute to the product lifecycle in a local context.
They ensure financial transparency between GO and the Entity. They are accountable for managing governance activities, senior stakeholder management, meeting budget targets, and overseeing the GO Market team

They ensure relevant governance is organized and follows up on actions. They are accountable for transforming the organization by implementing GO TOM frameworks, including Engagement Framework.
They deal with a dynamic environment having multiple, simultaneous multi-year projects and deadlines like TDO Strategy implementation.

The Executive Account Manager may manage a number of Account Managers and other Market roles.

**Act as the preferred point of contact for the Entities / OpCos**:

- Build strong relationships with key Entity contacts including C Level) and manage regular interactions with key senior stakeholders including CIO & COO
- Ensure teamwork & communication with Entity and provide pro-active information
- Provide oversights of relevant GO Divisions / teams before reverting to Opcos, and speaking as One voice
- Support the Entity and within the GO organization interact with the right people to connect to a topic/deliverable
- Ensure a close relationship management with Product teams, GSC, GCIO, CSO and support functions in order to relay information form GO to Entities and vice versa
- Ensure customer requirements are collected as to suggest product improvements and reflected into the product roadmap
- Ensure value of Global products is well understood by Entities
- Ensure the proper deployment of the engagement Framework across Entities in his/her scope in synchronisation with other Executive Account Managers / Account Managers
- Collaborate with other Executive Account Managers and Account Managers to share best practices and ensure consistency in approach across different Entities/OpCos

**Take accountability for the overall satisfaction, supporting the quality of all services, processes,**products, and programs delivered to the Entity**:

- Are the executive escalation points in case of QoS, delivery issues, timely managed and match contacts to needs
- Participate in critical incident Meetings, and report to CIO's on severe incidents (overall communication and follow up)
- Ensure operational customer satisfaction (CSAT, regular feedback exchange, ) with the Entities
- Work with internal teams to continuously improve the quality of services, processes, products, and programs delivered to the Entity/OpCo and are accountable for the improvement plan, including CSAT action plan
- Understand Entities operational risks (eg. people, financial, operational, compliance, legal, procurement, security,) and help to ensure risks impacting the business are managed/mitigated
- Understand overall dependencies and logic between GO products, programs, required architecture and implementation into entity context - balance between standardization and local needs
- Manage the internal GO complexity, managing cross products challenges and escalations, and protects the Entity from it Internal

**Communicates GO strategy and any organizational / service changes towards the Entity**:

- Ensure GO Mandate (including the GO global operating model) is known, understood and applied by the Entity and deter any local deviation
- Contribute to the Strategic Product roadmap and ens