•Creates sales and delivery strategies for the services and support capabilities needed to achieve customer success.
Designs the specific customer offer with colleagues across Customer Service and Support to achieve sales, operating, and financial targets.
•Leads, recruits, develops and retains a strong team.
Ensures a productive work environment where employees can do their best work.
Provide employees long term career progression within.
•Collaborates with customer service and support teams in to ensure that critical customer issues are driven to closure in a structured and timely manner and that customer management is well coordinated with relevant sales and partner teams.
•Collaborates with sales teams to ensure the value proposition of Professional Services, Advanced Services and Educational Services offerings are positioned to assist the customer in achieving key goals.
•Builds solid relationships with key stakeholders (Business units, functional teams, executives) in and the customer for successful support of the customer and their customers.
•Accountable for managing all Services and Support programs for the customer, service partners, and logistics providers.
Acts as the key escalation executive for the customer and account team for all service and support related issues.
•Builds the culture, processes, and tools to drive a remarkable customer experience. Creates a culture of innovation and accountability for customer outcomes.
•Manages performance to contracted service levels for on-time delivery as well as contract requirements.
•Creates and monitors Key Performance Indicators that reflect successful execution of "go to market" plans, strategic initiatives, and day to day operations.