Customer Account Officer for Training Courses

SPECIFIC RESPONSIBILITIES
Responsibilities include (but not be limited to):

• management of Customers training requests and identification of the actual training needs, either coming from contractual requirements or by direct Customer inquiries;
• analysis of the customer training requests and the communication of the draft training plan to the customer;
• manage the training plan from customer and if applicable the issues a specific economic proposal and the planning activity;
• Offer Training Solutions that are sustainable by the Organization;
• During the training execution is the focal point for escalation issues related to unscheduled events impacting: the economic value of the training; the contractual milestones execution; the customer experience; which imply the definition of specific corrective action plan and resolutions (e.g. different logistics arrangement, postponement of training modules, unexpected delays determining customer dissatisfaction);
• Constantly adjust the service offering and integration to the business demand including the development of customized/specific training package;
• Asess any additional / new customer training needs;
• Ensure a long lasting relationship with both commercial and governmental customers, in strong cooperation with Bus;
• Schedule dedicated follow on meetings;
• Inform the customer about new training services/products/opportunities;
• Recall former customers that have not accessed Leonardo training services for a period of time in order to propose training packages;
• Achieve the target order intake;
• Manage customer issues/complaints and the relevant action planning, in order to plan and monitor the execution of the recovery activities assigned to the internal stakeholders;
• Provide the necessary administration of the commercial offers issued;
• Expand the long term agreements with Civil and Government Customers;
• Evaluate the priority of important and urgent tasks;

ELIGIBILITY REQUIREMENTS

• Hold a degree or Bachelor Degree in Technical or Economical fields (preferably new graduate);
• Good verbal, written and digital communication skills in English (B1 or equivalent);

HARD SKILLS

• Standard MS Office and MS Project package;
• Knowledge of the SAP system is preferable;

SOFT SKILLS
Team Work
Highly motivated and target oriented, able to operate in a team environment.

Willingness to learn
Possess a diligent and meticulous approach to duties in order to maintain the highest standards

Communication/Presentation
Good interpersonal, reporting and communication skills, to interface with internal and external
Customers in a smooth way, ensuring transparency and clear communication

Customer Orientation
To identify Customer needs and requirements in order to develop tailored proposals in
accordance with their needs

Proactivity
Anticipatory, change oriented and self-initiated

Time Management
Well organized to manage stressful situation and unforeseen circumstances in a constructive
manner.

ADVANTAGEOUS REQUIREMENTS
Proven experience in a multicultural environment