Total 71 Director/C-Level Customer Service.html job vacancies in Malaysia

Role Responsibilities

Strategy and management

• Partner with SAM Leadership Team to define sales and retention strategy, leveraging global campaign framework and ensuring consistency of message, internally and externally
• Define and drive customer strategy and targets, including key focus areas by industry, product, region, sector, as well as corresponding resourcing model, marketing plan, etc.
• Monitor execution of customer strategy and performance vs. targets, course-correcting where needed
• Serve as key interlock between the Customer Strategy Leadership Team and SAM organization to execute strategy and tactics.

Sales coordination and execution

• Drive strong, consistent cadence, with associated training and collateral, for new product initiatives or planned launches; ensure sales plan and targets are agreed and executed against new launches
• Ensure optimal feedback loop, coordinating with CSM management, from customers into Product Strategy forums, utilizing appropriate CRM tools.
• Become a focal point / center of excellence around product communication, knowledge sharing, etc, organizing community calls or other forums to achieve this
• Ensure sales teams across LSEG understand LSEG vision, our product strategy by community, and how LSEG capabilities deliver for our customers
• Work with Business leadership to resolve issues and clear roadblocks across the organisation

Client engagement

• Provide resources for major client engagements and pitch meetings, martialing internal resources in collaboration with SAM management to drive revenue outcomes
• Maintain ongoing dialogue with key client relationships to drive business outcomes and inform our strategy

Product development, branding and messaging

• Ensure Customer Strategy represents the voice of the customer within the LSEG organization to inform strategic planning and investment decisions that underpin product development strategy
• Partner with Marketing to drive clear and specific brand messaging across businesses and align this with integrated campaigns to deliver growth; ensuring messaging aligns to customers priorities and concerns
• Ensure best in class product and industry training and deep subject matter expertise across the organization, ensuring visibility and engagement on learning and development in close partnership with learning organization.

KPIs:

• D&A revenue growth
• D&A net sales performance, incorporating new sales and retention

Qualifications and Experience Required

• University degree or equivalent work experience
• Commercial / management experience
• Market domain experience across customers specifically with regards to Enterprise and Cloud Technology, and/or Pricing and Reference Data
• B2B sales experience/exposure
• Understanding of the trends and themes impacting technology within the financial services industry, familiarity with macroeconomic trends
• Demonstrated leadership skills
• Experience operating in a matrix organization, including stakeholder engagement and influencing management
• Demonstrated blend of strategic and operational skills
• Proactive and execution focused

Do you enjoy the challenge and intrigue in finding and qualifying new business opportunities, meeting and establishing new relationships, and working with an awesome team focused on winning?  If you do, come join us at Leidos! 

Our National Security Sector has a new opportunity for a Business Development Director to lead business development activities focused on the Department of Homeland Security (DHS).  The individual filling this position will be based out of our Reston, VA office. 

This is an outstanding opportunity to be part of a team of Business Developers focused on the DHS customer and contribute to the breadth and depth of Leidos business within DHS and FBI.  The role requires an ethical approach to identifying and pursuing new opportunities, comprehensive business acumen, technical understanding, resourcefulness, and outstanding business relationships.  This is a new leadership position in the organization that will report to the Business Development Lead for our Homeland Solutions division.

Primary Responsibilities

The BD Lead is directly responsible for development and execution of a robust qualified pipeline.  The position requires a high degree of responsibility; significant and lasting customer affinity; outstanding communication skills; the ability to multi-task, prioritize and organize against goals and objectives; discernment to manage the pipeline against the business area, sector and corporate strategy; understanding of customer gaps and underlying Leidos IP to fill gaps; and the ability to negotiate for positive outcomes.  In addition, extensive industry relationships, understanding of the existing program and teaming environment, and mastery of various facets of the customer mission are critical to this position.  The BD lead routinely works on complex problems that impact multiple disciplines and provides measurable input to new solutions, processes, or standards to achieve pursuit objectives.  The ability to communicate comfortably at any level (line to executive) is required and expected.

Basic Qualifications

• This position requires a BA/BS or equivalent experience and 15+ years prior relevant experience or a Masters degree with 13+ years of experience. 
• Excellent communications skills – demonstrated through written and oral presentations, development of technical papers, volumes, or similar products
• Possess business and technical vision 
• Ability to think strategically 
• Possess analytical presentation and problem-solving skills
• Familiarity with online tools used by the Federal Government for solicitations
  Experience in identifying and qualifying large business development programs (>$150M Total Contract Value) with emphasis on opportunity qualification and shaping
• Proven record of success developing opportunities within the DHS market or the Intelligence Community (winning single award >$150M pursuits)
• Demonstrated skills in all areas of business development including: opportunity qualification, capture strategy, customer visits, customer relationship development, relationship development with competitors, team leadership, etc.
• Experience in the development of and successful negotiation of teaming agreements
• Subject matter expertise in DHS, Force Protection, Biometrics, and/or Software Development and Integration.

Preferred Qualifications

• 10+ years leading people, teams, and programs.
• The ideal candidate has led pursuits in the DHS market for a minimum of 5 years.
• Federal Security Clearance
• 12+ years’ experience working in or with DHS
• Prior business development experience in any federal market segment
• Ability to gain internal support, operate independently with limited supervision and feedback, and establish solid working relationships with technical staff, division managers, and peers across the corporation

Original Posting Date:

2024-02-14

While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

Pay Range:

Pay Range $144,300.00 - $260,850.00

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

Job Description Summary

Has end-to-end responsibility for relationship management, account growth and profitability. Creates, maintains, and develops deep customer relationships and bring 'the best of Kyndryl' to credibly build and maintain valued CxO customer relationships. Drives proactive account growth with focus on selling new offerings and minimizing erosion in renewals.

Has end-to-end responsibility for relationship management, account growth and profitability. Creates, maintains, and develops deep customer relationships and bring 'the best of Kyndryl' to credibly build and maintain valued CxO customer relationships. Drives proactive account growth with focus on selling new offerings and minimizing erosion in renewals.

This person will serve as the Customer Partner for our key Invest Accounts in Singapore Public Sector and will lead a small team of professionals.

Customer Success

· Create, maintain, and develop deep customer relationships and bring 'the best
of Kyndryl' to credibly build and maintain valued CxO customer relationships; create referenceable customers.

· Senior advisor to customer; differentiate Kyndryl based on our unique value
and through making full use of our ecosystem.

· Responsible for contract execution and operational excellence for led accounts, including customer Net Promoter Score/Customer Satisfaction and relationship
& team building activities for customer / employee satisfaction.

· Day to day Account Mgmt and delivery to be managed by the Delivery Partner

Commercial Success

· Responsible to drive profitable growth leading with a consultative approach and Kyndryl Consult. Responsible for lead generation through to closure, driving new scope and value, and minimizing erosion in our ongoing business and renewals.

· Conceptualize and execute strong “win strategy” to convert new scope deals
for targeted accounts.

· Deliver on budget, owning revenue, profit/loss, and growth objectives
(opportunity identification and ownership) for existing customer accounts led

· Ensues account profitability, leading operating margin improvement of existing business while generating profitable growth. Increases utilisation and billability of resources assigned to their account.

Distinctive Expertise

· Build deep industry expertise and apply that expertise to help customers realize value.

· Be a thought leader, with expectation to be billable on projects for the customer, responsible for CxO IT transformation discussions bringing all off Kyndryl’s value to the customer.

· Lead delivery across the full customer lifecycle from contract signing / transition to end of relationship.

· Act as door opener to new relationships within the customer.

· Ensure account compliance and lead accounts with integrity.

People

· Invest in the development of the people on the account and across
Kyndryl to develop the next generation of talent through leadership
of immediate and broader team

· Mentors junior Account Partners and provides skills assessment

· Support Kyndryl in achieving its Diversity, Equity and Inclusion goals

· Act as a steward of the Kyndryl culture

Job Qualifications

· University Graduate and minimum of 15 years working experience in IT

· More than 10 years of IT services sales experience in Singapore Public Sector

· Experience in managing P&L of greater than US$30 million

· Work experience with global multinational IT service provider preferred

JJIM aims to cultivate industry-leading capabilities that enhances competitiveness, address HCP needs, and ultimately deliver improved outcomes for patients.

Under this umbrella, the CX& CD CoE positions JJIM to be the preferred partner for HCPs. The vision of this CoE is to deliver industry-leading, data-driven engagement with HCPs that is personalised, orchestrated and seamless across our channels. The APAC Customer Experience Director – Omnichannel leads the areas of Customer Understanding & Omnichannel in partnership with key in-market stakeholders, and in alignment with the broader Asia Pacific Commercial Excellence strategy.

Tasked with the role of improving our commercial capabilities, this position will have a significant opportunity to directly drive enterprise growth and efficiency.

*Please note that the role will require 20% travel due to the regional portfolio.*

Key Responsibilities

The APAC Customer Experience Director – Omnichannel in CX&CD CoE, plays a pivotal role in shaping customer experiences through deep customer understanding, harnessing the power of AI via the CAE (Customer Analytics Engine), and an effective omnichannel strategy, with a focus on campaign execution. This is achieved in close partnership with the Content Transformation Team, responsible for content development and operations and the Capability Development Team, strengthening our Marketing & Sales capabilities across our organisation.

1. Building Customer Understanding capabilities - Embed modern and efficient approaches to drive deep customer understanding. This position is the commercial product owner of the CAE which is JJIMs machine learning driven AI engine, delivering HCP engagement recommendations for our customer facing teams. The CAE needs to be embedded within the business, measured via recommendation adherence and satisfaction of the end-users. In addition, the CAE needs to evolve through product enhancement to maintain JJIMs competitive advantage.

2. Shaping Omnichannel - responsible for the development and implementation of JJIM’s regional omnichannel process to ensure a clear and consistent framework across the organisation. This includes understanding of holistic customer experience needs, aligning campaign objectives, defining outcomes and tailoring content by various personas and mapping content to touchpoints whilst adhering to regulatory compliance.

3. Cross functional squad delivery teams: Building cross-functional teams to deliver on customer understanding & omnichannel goals, spanning from identifying talent from operating companies to different divisions like capability, CX, data, procurement, legal, marketing etc. Ensure collaborative planning sessions, co-ordination with clear feedback loops and clear measurement to ensure initiatives will be embedded.

4. Plan adoption roadmap: Set clear adoption roadmap and support for brand and marketing teams in the organization. Lead and deploy adoption support for operating companies.

5. Leadership Engagement: Communicate a clear and compelling narrative to gain leadership buy-in, align organizational needs and strategic priorities, quantify impact, build relationships and address concerns productively.

6. Influence stakeholders beyond APAC: Learn and co-ordinate with global and cross-regional initiatives in the areas of customer understanding & omnichannel. Influence relevant teams within JJIM for faster acceleration with a focus on APAC.

7. Career progression of team members: The director not only needs to cater to business needs but also ensure that team members (direct & indirect) are properly coached in the areas of customer understanding & omnichannel, develop leadership roles on specific projects, enable mentorship programs and drive inclusion.

Qualifications

At Johnson & Johnson, we value diverse experience, and we look for potential in candidates to move beyond the position they’re hired for. Below is a list of the top 4-5 skills and competencies that are important for this position, which candidates can either bring to this role, or where candidates may be able to learn and grow whilst in the role (this will be dependent on position).

Skills & Competencies

· Commercial Outcome Delivery & Industry Application: Ability and proven track record in driving business results and increasing competitiveness in a Pharm business, preferably at a regional and market level. Deep understanding of Omnichannel capabilities and how to embed these across all levels of the organisation.

· Influencing & Stakeholder Management: Ability to influence, drive decisions and outcomes across multiple levels of the organisation. Ability to lead and build high performing cross-functional teams.

· Strategic thinking and ability to translate strategy into actionable plans: Ability to distill insights into clear strategies aligned to our Vision, translate these into actionable plans that drive business outcomes.

· Communication Skills: Excellent verbal, written, visual and facilitation communication skills.

Experience or qualifications that are critical to this position.

· Experience leading and implementing complex enterprise projects.

· Experience leading a team and engaging senior stakeholders.

· Experience in Pharmaceutical marketing environment is required including a proven track record to contribute to the development of brand teams.

· Demonstrated skill building for Omnichannel and digital marketing in the pharmaceutical market context is highly regarded.

· Experience working in an Agile environment (desirable)

· A demonstrated ability to partner and work with multiple agencies/vendors, manage budgets and projects, cross-functionally, cross-geography, and with cross-company teams.

· Bachelor’s degree in marketing, communications and/or science. An advanced degree is strongly preferred.

ServiceNow is currently seeking a Director, Services Sales for ANZ, who will be responsible for managing a team of Sales Leaders, driving services sales to achieve business outcomes in new and existing customer accounts. Business outcomes are brought to life through implementation services, implementation advisory, training and enablement services, and ServiceNow Customer Success offerings. The role reports to the APAC Customer Outcomes Senior Director.

The ideal candidate must have deep experience in professional services sales leadership and have the drive and motivation to coach and mentor a geographically and culturally diverse team. They will drive bookings targets that meet the strategic objectives of ServiceNow Customer Outcomes in support of its customers and ecosystem partners.

 

What you get to do in this role:

• Manage a team of Sales Leaders to drive services sales in support of ServiceNow’s global Customer Outcomes strategy, within new and existing customer accounts, spanning all industries and territories in ANZ.
• Own the ANZ CO Bookings quota and drive services sales across the full portfolio of offerings
• Build and drive the Geo services sales Go-To-Market strategy in conjunction with the software sales leadership and cross-functional team
• Actively engage in territory planning, relationship development, and opportunity development and driving bookings by assisting Sales Leaders and Services Executives in closing opportunities
• Recruit, coach, and mentor a diverse team to drive excellence and manage performance expectations
• Manage and report accurate forecast and pipeline to the business; coach the team and drive linearity and accuracy
• Achievement of services sales quotas on a monthly, quarterly and annual basis
• Act as the Subject Matter Expert in C-level meetings and lead the conversation on implementation and transformation
• Build effective collaborative relationships with Sales, Solution Consulting, Technical Support, Legal, Sales Operations, Marketing, the Partner ecosystem and ServiceNow executive team
• Establish an open ecosystem that leads to the growth of our strategic partnership with key partners and ecosystem players
• Influence and align stakeholders across executive management to improve business effectiveness and productivity in combination with cross-functional partner teams.
• Collaborate and co-innovate with internal teams, partners and customers to demonstrate the value of the ServiceNow Digital Experience Strategy
• Establish GTM strategies (In collaboration with product, industry and sales teams) for new products and expansion of existing ServiceNow capabilities.
• Support patent work and evangelize (articles, blogs, events)

 

A key senior management position that provides strategic and operational leadership to develop and drive key service outcomes for effective long-term relationships with strategic customers in the region.

Key responsibilities:

• Lead and develop the Team to achieve strong and effective relationship with customers through clear accountable performance measures.
• Create a culture and processes for front-line teams to deliver the programs and achieve the goals and objectives with regards to customer services.
• Inculcate the team with a positive mindset and better understanding of the customers’ environment and expectations.
• Act as the Voice of the Customer across the organisation.
• Facilitate delivery of a Quality Product by adhering to the customer's requirements and contractual work scope.
• Work effectively with all peers to help achieve the Sales & Profitability Targets set for the year.
• Ensure full regulatory compliance and requirements and identification of potential risk issues.

Required Experience:

• A bachelor’s degree in engineering or business administration or equivalent.
• Possess strong knowledge of the aviation industry and a clear understanding of the issues impacting the markets.
• Excellent communication and presentation skills.
• Influential relationships to deliver excellent customer services.
• Demonstrate abilities to motivate the team and communicate with all levels of staff.

Ethos Search Associates Pte. Ltd.

EA Licence No: 13C6655
EA Reg No: R1109557 Rose Ang

Hudson RPO is in growth mode. We are an agile and commercial organisation with an entrepreneurial spirit, a leading APAC RPO business with a brand that represents quality and is recognised for the design and delivery of high quality talent solutions and services. As a part of the APAC Executive team and joining our high-performing Sales & Operations function, you will take a lead role in driving forward new RPO, MSP & Project Solutions for a highly strategic market spanning across Asia.

What you will be doing:

• Client relationship management, retaining and developing clients through a client centric approach and effective business partnering
• Full operational leadership of local and remote onsite Talent Acquisition teams across multiple clients within ASIA, specifically, Singapore, Hong Kong, Malaysia, Philippines, Thailand, Vietnam, India, Japan, Taiwan and Indonesia
• End to End operational responsibility for recruitment strategy development and delivery including staffing, process efficiencies, sourcing strategies, learning & development, governance, supplier management and SLA/KPI management
• Financial and Contractual management
• Implementation support of new solutions
• Contribute to the Hudson RPO growth strategy

Who you are:

• An experienced RPO leader with strong networks and experience within Asia, you may be seasoned in a role at this level, or hungry for that next career move and ready to step up into a Regional Leadership position
• Highly commercial with exceptional people leadership, stakeholder management and operational management success across a portfolio of clients
• You are energetic, committed and results oriented, with a proven and trusted ability in identifying opportunities and developing strong partnerships with clients through the delivery of a best in class service and exceptional stakeholder management skills.
• You can think on your feet with an attitude and approach to thinking about things differently, seeking out better ways, embracing critical questioning, innovation and continuous improvement. You have an exceptional problem solving skills and a demonstrated ability to come up with creative solutions to new problems

Regional Customer Director

Customer Solutions and Innovation (CSI) is a DHL's cross divisional commercial and innovation unit. We are responsible for managing DHL's largest and most strategically important customers. In a very competitive market, CSI work with our Business Units colleagues and provide value beyond what the customers expect, building stronger ties with Customer key decision makers. We focus on understanding our customer business and industry challenges and applying proven DHL solutions.

Role Purpose:

Drive sustained profitable growth for DHL by building customer value through strong relationships, cross-BU customer management, Sector approach and Innovation. The Regional Customer Director supports the Global Customer Director in the respective region.

1. PRE-SALES

In the respective Region, the Regional Customer Director (RCD) supports the Global Customer Director (GCD):

1a. Strategic account planning

• Provide input to Customer Development Plan, ensure buy-in within DHL for own region, and execute regional actions
• Identify long run prospects, game changing initiatives, innovation and eCommerce agenda in respective region
• Gather intelligence from internal & external sources to understand the customer (e.g. strategies, operational and procurement culture, supply chain maps including intelligence on ops, specs, incumbents, contracts, etc.)
• Conduct strategic customer dialogues with regional decision makers to identify customer's business objectives and supply chain requirements and challenges

1b. Customer Relationship Development

• Identify key customer contacts and build/maintain relationships. Ensure business fit in the respective region
• Develop coach networks and network with decision makers in the region to drive DHL agenda within the customer
• Align customer and DHL agenda: early communication of future trends and customer strategies to the BUs before the opportunities come to market

1c. Opportunity/pipeline development

• Identify, assess and develop new/growth/retention/ strategic opportunities regionally
• Drive renewal of profitable business in the region
• Confirm business fit with customer
• Support or conduct opportunity assessment with relevant DHL counterparts and obtain go/no go decision from BU on these opportunities
• Manage the regional pipeline to achieve revenue/volume/GP targets

2. SALES

In the respective Region, the RCD supports the GCD for Global deals and leads for Regional deals:

2a. Preparing the Deal

• Collect customer requirements and communicate these to CSI Commercial Operations and BU teams
• Define win and pricing strategy
• Work with CSI and BU virtual team and ensure customer requirements are considered in the offer
• Undertake due diligence on solution & price
• Develop proposal, business fit and solution fit

2b. Closing the deal

• Present proposal, business fit and solution fit
• Adapt proposal and gain sign-off on changes
• Ensure common understanding of service expectations and solutions with the customer, DHL countries/region and within CSI
• Coordinate and actively engage in negotiations, gain decision maker commitment and close the deal
• Provide input to contract and ensure its sign off prior to the start of trading and in line with CSI and divisional contract approval processes/guidelines
• Gain decision maker commitment

2c. Implementing the deal

• Represent and manage customer expectations, scope changes, approval process and deal activation
• Jointly support and monitor single BU implementation

3. AFTER-SALES

In the respective Region, the RCD supports the GCD:

3a. Service delivery and performance management

• Raise service quality escalation if required in the Region

3b. Account Maintenance

• Coordinate customer communications, including contractual and T&C changes
• Act as key contact for customer in the respective region, Channel communication to BU account teams and DHL internal functions in the region
• Conduct regional QRRs and QBRs at operational / strategic levels respectively, with the objective that all meetings develop the relationship. Provide input to global QRRs/QBRs.
• Drive customer satisfaction survey (CSS) nominations, participation and follow up for her/his customer in the region.
• Partner with AR team and escalate issues with the customer as needed in the region.
• Provide input to Customer Status Update (CSU) follow up on issues and act as escalation instance in the region.

Requirement for the Role:

• Requires 8-12 years of experience in the Logistics industry, Sector or Customer
• Requires 3-5 years of commercial experience
• Minimum 2-4 years of consultative selling experience in an international context

Education / Qualification / Certification / Requirements:

• University degree
• In depth knowledge of total supply chain of particular sector
• Willing to undertake extensive international travel
• Excellent analytical and problem solving skills
• Excellent written and oral communication skills
• Effective presentation and facilitation skills
• Structured work approach
• Computer and Microsoft Office proficiency
• International exposure and cultural sensitivity
• Ability to work independently and within a team to deliver results
• Ability to lead and influence without formal authority
• Ability to adapt and perform under changing and uncertain conditions
• Ability to lead and influence in an informal DHL matrix structure
• Excellent business English, written and oral

Ciena is committed to our people-first philosophy. Our teams enjoy a culture focused on prioritizing a personalized and flexible work environment that empowers an individual’s passions, growth, wellbeing and belonging. We’re a technology company that leads with our humanity—driving our business priorities alongside meaningful social, community, and societal impact.

Director, Customer IP Solution Architecture

What will you do at Ciena?

We’re looking for a highly motivated individual based in North America, who will contribute to the business success of Ciena’s Broadband and Routing Portfolio.   As part of the broader Broadband and Routing Portfolio PLM Organization, this role will lead and build a newly formed team tasked with ensuring customer IP solution deployments are designed and executed successfully. Drawing on a tight coupling with the broader IP Software/Platform PLM organization as well as close engagement with a wide range of internal teams (e.g. Sales, Services Delivery, Customer Support, Solutions Engineering) the successful candidate will lead overall Project Delivery teams for specific customer deployments.

As Ciena continues to drive increased revenue and market share of its IP Product Portfolio this role will be crucial for ensuring customer deployments are successful and meet customer expectations.  This is a global role and the scope of the decisions made will impact major service providers, Cloud Providers and large Enterprises in all parts of the world.

Responsibilities

This role requires both technical hands-on IP networking skillset as well as experience leading a team of customer-focused IP Solution Architects.

The ideal experience to enable success in this role:

• Deep operations and/or architecture experience with IP/MPLS networks across Tier 1 Service provider, Cloud Provider and Large Enterprise segments.
• Previous experience in customer IP Network Architecture & Design, including managing successful customer engagements from initial requirements gathering, to HLD/LLD creation/validation, MOP execution and deployment.
• Ability to drive extended teams to achieve successful project delivery/deployment.

The following attributes would help a candidate be successful in this role:

• Excellent working knowledge of IP Networking protocols including:
  • Routing Protocols (OSPF, IS-IS, BGP)
  • Underlay technologies (LDP, RSVP-TE, Segment Routing (SR-MPLSv4, SRv6)
  • Service Overlay technologies (L2VPN/L3VPN, EVPN)
  • Supporting infrastructure protocols (Synchronization, OAM, QOS)
  • Northbound OSS integration toolkits (Netconf/YANG, gNMI, SNMP, logging)
  • Networking Security technologies (ACLs, SSH, MACSEC, IPSec, etc.)
• Extensive IP Network Architecture/Design experience in planning and/or deploying IP/MPLS networks across a multitude of customer networks architectures (Access, Residential, Aggregation, Core, Peering, Data Center).
• Ability to extract network design requirements through customer engagement and balance them with existing product capabilities to create a realizable/deployable design.
• Proven success leading cross functional teams to deliver customer IP network designs and solutions.
• Ability to interact with customers and explain technical issues clearly and concisely.
• A broader understanding of End-to-End network integration including 3rd party device interop, OSS integration, Automation, etc.
• Logical decision making and prioritization skills across a wide range of project priorities and asks.

Specific responsibilities include:

• Define Solution Architecture engagement model considering key stakeholder requirements (Sales, Services, Support, Solutions Engineering).
• Act as Lead Technical prime on customer IP deployment projects driving creation, validation and deployment of customer IP Network designs.
• Create network and service delivery blueprint documentation, process and toolkits to drive field enablement.

• Build and manage a team of IP Network Design Engineers responsible for leading customer specific network design activities.
• Lead creation of High-Level Design/Low-Level Design documentation, and assist/review testing results and MOP creation.
• Work with PLM Product Owners to drive new product/feature innovation based on learnings from customer network design engagements.

Collaboration with stakeholders

• Other SW and Platform PLM and Product Architects
• Customer Program Management
• Field Support teams
• Service Delivery Engineering
• Sales & Sales Engineering

If this role describes what you have done and where you would like to go next, please apply and know you will be joining a team committed to both your success and that of your customers.

#LI-WH1

#LI-Remote

At Ciena, we are committed to building and fostering an environment in which our employees feel respected, valued, and heard.  Ciena values the diversity of its workforce and respects its employees as individuals. We do not tolerate any form of discrimination.

Ciena is an Equal Opportunity Employer, including disability and protected veteran status.

If contacted in relation to a job opportunity, please advise Ciena of any accommodation measures you may require.

Onside is a dynamic and fast-growing Agri-tech SaaS business with a vision to power the world's biosecurity. Currently in the scale-up phase, expanding rapidly and thinking globally, our team and high-performance culture reflect the business. Offering an innovative workplace where our team lives and breathes Onside's standards and rituals.

As the Customer Success Director, you will lead a high-performing Customer Success team to deliver customer satisfaction, engagement and retention. You'll drive value for our customers by harnessing a culture of exceptional customer support and partnership, within a scalable, repeatable onboarding, activation and retention model.

Responsibilities

• Lead the customer success team, setting objectives, coaching, and fostering culture of innovation and customer centricity
• Develop and implement a customer success strategy to drive adoption, engagement, retention, and satisfaction
• Support the management of key accounts, acting as trusted advisor and fostering long-term relationships
• Collaborate with cross-functional teams to ensure customer success is embedded throughout the business
• Identify opportunities for process improvements and optimisations to enhance customer success team efficiency and customer experience
• Monitor customer health and usage data to identify trends, risks, and proactive engagement
• Develop and deliver success metrics, reports, and dashboards to track performance and drive decision-making, owning the retention forecast for reporting to the Leadership team and Board
• Be the voice of the customer internally, and advocate for customer needs in relation to product developments and industry changes

• Proven senior SaaS leadership experience in customer success, driving customer retention through demonstrated practices of reducing churn and contraction and delivering strong NPS
• Experience defining and implementing a scalable customer experience strategy from early stages
• A strong background in scaling and leading high-performing Customer Success teams
• Exceptional communication and interpersonal skills, with a passion to build strong relationships with customers and internal stakeholders
• Analytical and digital-first mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of initiatives

We're expanding in every direction – think new places, teammates, and knowledge. So, when you join us, you'll dive into all sorts of exciting experiences and grow your career. Our dog-friendly office in the heart of Richmond is buzzing with a high-performing team working together to solve problems to achieve a common goal - to connect rural communities.

Who we are

• We are a global AdTech company with over 1200 employees across 30 countries with over 100 different nationalities
• Competing against the biggest tech companies
• Inventor of the InRead Video
• Partner with the biggest media agencies and brands
• Global partnerships with premium publishers

Role Overview:

We are looking for an accomplished Director of Customer Experience (CX), based in Singapore, to lead and elevate our South East Asia CX team. This role requires an individual who is eager to learn, open-minded and methodical. You enjoy people management and building teams that are collaborative, efficient and effective. You will take overall stewardship of the SEA CX team and you will be instrumental in establishing and overseeing processes & service levels. Your ability to work in a fast-paced environment and to provide solutions to the problems brought to your attention will be critical in achieving the team’s goals.

Responsibilities:

Campaign Execution:

• Self-Serve and Managed Service campaigns management
  • Be the lead point of contact for our most strategic client communication post-sale.
  • Lead preparation for campaign activation through clear and concise communication efforts with clients.
  • Oversee & improve post-sale process, including but not limited to: campaign set-up, pacing and delivery, incremental revenue generation and post campaign analysis.
  • Analyze performance data to highlight key trends.
  • Plan and execute multiple incremental revenue prospecting plans each quarter
  • Oversee campaign pacing, performance, and make optimizations to achieve the client KPI
  • Communicate with client proactively in terms of campaign performance and work on the incremental revenue generation and post campaign analysis
  • Plan and execute the end of campaign report / quarter business review presentation for Key Strategic clients
  • Assist in checking internal team's campaign set up, changes to ensure no mistakes on the campaign management across the team
  • Being a point of escalation for troubleshooting issues of campaigns delivered in SEA

Team Management:

• People Management
  • Responsible for the growth and development of 7-10 two direct reports based in SEA.
  • Maintain regular 1-1 catch ups with direct reports to set objectives, and discuss the teams progress towards their goals, providing guidance related to problem solving, workload prioritization and client communication strategies
  • Conduct weekly meetings with the CX team to share product updates, global work methodologies, and address team concerns.
  • Report to the Managing Director of SEA and provide feedback, address challenges, and suggest improvements.
• Thought Leadership:
  • Build strong relationships with internal stakeholders such as Sales, Strategic Account, Publisher, Studio, Enterprise, and Business Development teams.
  • Within 3 months, to develop a deep understanding of processes and become a go-to person for operational knowledge and best practices.
  • Within 6 months, to collaborate on business strategy initiatives with the Strategic Account Lead, Head of Sales, Enterprise Director, Publisher Director and others within the business, contributing to the future direction of the business.
  • Facilitate internal team development through consistent and thorough knowledge-sharing exercises.

Requirements:

• 8-10 years of relevant experience in a digital media agency, publisher, SSP, DSP, or AdTech company.
• 2-3 years of managerial experience with a team of 3-5 direct reports.
• Proven experience working with stakeholders across multiple markets in SouthEast Asia.
• Extensive knowledge of the digital media industry, with a passion for staying abreast of industry trends such as, but not limited to: Programmatic Advertising (Branding & Performance, Header Bidding and OpenRTB Protocol etc.
• Exceptional time management skills and a commitment to maintaining high-quality standards.
• Track record of meeting or surpassing ambitious goals in a fast-paced, competitive environment.
• Demonstrates comfort engaging with strategic clients, is an avid problem solver, proactive and a creative thinker.
• Proficient in navigating tactical systems and processes (e.g., third-party ad servers, verification vendor platforms, DSPs, Salesforce, etc.).
• Strong written and verbal communication skills in English, plus proficiency in an additional SEA language.
• Collaborative team player with a keen understanding of diverse perspectives.

Benefits at Teads

• Competitive Salary Packages
• Quarterly Bonus on KPI achievements
• Generous Time Off Policy
• Training & Upskilling Programmes
• Flexible Hours

About Teads

Teads operates a leading, cloud-based, omnichannel platform that enables programmatic digital advertising across a global ecosystem of quality digital media. As an end-to-end solution, Teads’ modular platform allows partners to leverage buy-side, sell-side, creative, data and AI optimization technologies.

For advertisers and their agencies, Teads offers a single access point to buy the inventory of many of the world’s best publishers and content providers. Through exclusive global media partnerships, Teads enables advertisers and agencies to reach billions of unique monthly users in brand safe, responsible advertising environments, while improving the effectiveness and efficiency of digital ad transactions.

Teads partners with the leading marketers, agencies, and publishers through a team of 1,200+ people in 50 offices across more than 30 countries. For more information, visit: www.teads.com

We’re committed to creating a dynamic work environment that values diversity and inclusion, and represents employees across a variety of skill sets. We embrace contributions from all ages, sexes, races, ethnicities, religions, sexual orientations and gender identities.

Our Company

Changing the world through digital experiences is what Adobe’s all about. We give everyone—from emerging artists to global brands—everything they need to design and deliver exceptional digital experiences! We’re passionate about empowering people to create beautiful and powerful images, videos, and apps, and transform how companies interact with customers across every screen. 

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize that new ideas can come from everywhere in the organization, and we know the next big idea could be yours!

 

The challenge

At Adobe, we're committed to helping our customers deliver unparalleled digital experiences and are looking for a passionate leader to accelerate our own digital and marketing transformation through data. As the head of global Marketing & Customer Data and Technology, you will play a pivotal role in shaping and implementing Adobe’s B2B data and technology vision. This executive-level position requires a visionary leader who can translate strategic objectives into actionable plans, ensuring the successful development and deployment of a robust, customer-first, data-driven marketing architecture to drive our digital growth initiatives at scale. You will directly impact the data and technology that underpin both the planning and execution of customer experiences that create awareness, convert interest, and expand and enable the use of our Digital Experience (DX) solutions.

What you will do:

Strategic Vision:

• Develop a comprehensive and forward-thinking data and technology vision for connected customer marketing experiences alongside at scale demand creation and capture using DX solutions.
• Define and execute the vision for a Customer Data Platform that provides comprehensive customer intelligence and enables marketing performance optimization from activation to revenue.

Data Architecture:

• Design and implement a scalable and flexible data architecture to support the collection, processing, and utilization of customer data that underpins DX GTM strategy development, campaign planning, marketing program execution and tactic-level optimization.
• Establish data governance and quality standards to ensure accuracy, completeness, and security.

Technology Solution Design:

• Oversee the expansion and integration of Adobe’s Customer Data Platform (AEP) within the B2B marketing technology stack, to enhance our digital marketing capabilities.
• Lead deployment of AEP and related Marketing Automation and Journey Optimization solutions to personalize and simplify the customer journey, provide B2B account intelligence, and deliver closed loop data for ROI and conversion insights.

Cross-functional Collaboration:

• Collaborate with marketing analysts and data scientists to understand reporting & analysis requirements and translate them into scalable and performant data pipelines and composite analytical assets.
• Partner with Adobe Technology Solutions (ATS) on infrastructure needs and governance practices to ensure data quality, privacy, and compliance with relevant regulations (e.g., GDPR).    

Leadership and Team Management:

• Build and lead a high-performing data and technology team. Provide functional and technical leadership, and mentorship to data and solution architects and engineers, promoting knowledge sharing across geographically diverse teams.
• Oversee contracts and relationships with data acquisition and enrichment providers supporting data buys for both analysis and operations use cases; evaluate third party data solutions.

What You will Need:

• 15+ years of demonstrated experience in a leadership role overseeing data and technology architecture
• In-depth knowledge and success in designing and implementing Customer Data Platforms for digital marketing
• Deep knowledge of data governance principles, including data lineage, metadata management and data stewardship
• Strong understanding of emerging technologies and their applications in the digital marketing space (e.g. MAP, DMP, CDP)
• Exceptional leadership and communication skills with the ability to articulate a clear vision and strategy
• Experience with cloud platforms (Azure, AWS) and related services (e.g., DataBricks)
• Ability to coach on technical leading practice methods (e.g., at scale data orchestration)  
• Ability to galvanize cross-functional initiatives, and partner with dependent teams
• Strong analytical and problem-solving skills. Bias toward action

What We'd Love to See:

• Advanced degree in Computer Science, Engineering or a related field
• Experience with Adobe Experience Platform (AEP) services
• Experience implementing Adobe DX solutions specifically Marketo, AEM, AJO, Target and/or Real-Time CDP
• Knowledge of machine learning pipelines and platforms

Our compensation reflects the cost of labor across several  U.S. geographic markets, and we pay differently based on those defined markets. The U.S. pay range for this position is $173,300 -- $344,400 annually. Pay within this range varies by work location and may also depend on job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process.

At Adobe, for sales roles starting salaries are expressed as total target compensation (TTC = base + commission), and short-term incentives are in the form of sales commission plans.  Non-sales roles starting salaries are expressed as base salary and short-term incentives are in the form of the Annual Incentive Plan (AIP).

In addition, certain roles may be eligible for long-term incentives in the form of a new hire equity award.

Adobe is proud to be an Equal Employment Opportunity and affirmative action employer. We do not discriminate based on gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other applicable characteristics protected by law. Learn more.
 

Adobe aims to make Adobe.com accessible to any and all users. If you have a disability or special need that requires accommodation to navigate our website or complete the application process, email accommodations@adobe.com or call (408) 536-3015.

Adobe values a free and open marketplace for all employees and has policies in place to ensure that we do not enter into illegal agreements with other companies to not recruit or hire each other’s employees.

Who we are:

• We are a global AdTech company with over 1200 employees across 30 countries with over 100 different nationalities
• Competing against the biggest tech companies
• Inventor of the InRead Video
• Partner with the biggest media agencies and brands
• Global partnerships with premium publishers

Role Overview:

We are looking for an accomplished Associate Director of Customer Experience (CX), based in Singapore, to lead and elevate our South East Asia CX team. This role requires an individual who is eager to learn, open-minded and methodical. You enjoy people management and building teams that are collaborative, efficient and effective. You will take overall stewardship of the SEA CX team and you will be instrumental in establishing and overseeing processes & service levels. Your ability to work in a fast-paced environment and to provide solutions to the problems brought to your attention will be critical in achieving the team’s goals.

Responsibilities:

Campaign Execution:

• Self-Serve and Managed Service campaigns management
  • Be the lead point of contact for our most strategic client communication post-sale.
  • Lead preparation for campaign activation through clear and concise communication efforts with clients.
  • Oversee & improve post-sale process, including but not limited to: campaign set-up, pacing and delivery, incremental revenue generation and post campaign analysis.
  • Analyze performance data to highlight key trends.
  • Plan and execute multiple incremental revenue prospecting plans each quarter
  • Oversee campaign pacing, performance, and make optimizations to achieve the client KPI
  • Communicate with client proactively in terms of campaign performance and work on the incremental revenue generation and post campaign analysis
  • Plan and execute the end of campaign report / quarter business review presentation for Key Strategic clients
  • Assist in checking internal team's campaign set up, changes to ensure no mistakes on the campaign management across the team
  • Being a point of escalation for troubleshooting issues of campaigns delivered in SEA

Team Management:

• People Management
  • Responsible for the growth and development of 7-10 two direct reports based in SEA.
  • Maintain regular 1-1 catch ups with direct reports to set objectives, and discuss the teams progress towards their goals, providing guidance related to problem solving, workload prioritization and client communication strategies
  • Conduct weekly meetings with the CX team to share product updates, global work methodologies, and address team concerns.
  • Report to the Managing Director of SEA and provide feedback, address challenges, and suggest improvements.
• Thought Leadership:
  • Build strong relationships with internal stakeholders such as Sales, Strategic Account, Publisher, Studio, Enterprise, and Business Development teams.
  • Within 3 months, to develop a deep understanding of processes and become a go-to person for operational knowledge and best practices.
  • Within 6 months, to collaborate on business strategy initiatives with the Strategic Account Lead, Head of Sales, Enterprise Director, Publisher Director and others within the business, contributing to the future direction of the business.
  • Facilitate internal team development through consistent and thorough knowledge-sharing exercises.

Requirements:

• 8-10 years of relevant experience in a digital media agency, publisher, SSP, DSP, or AdTech company.
• 2-3 years of managerial experience with a team of 3-5 direct reports.
• Proven experience working with stakeholders across multiple markets in SouthEast Asia.
• Extensive knowledge of the digital media industry, with a passion for staying abreast of industry trends such as, but not limited to: Programmatic Advertising (Branding & Performance, Header Bidding and OpenRTB Protocol etc.
• Exceptional time management skills and a commitment to maintaining high-quality standards.
• Track record of meeting or surpassing ambitious goals in a fast-paced, competitive environment.
• Demonstrates comfort engaging with strategic clients, is an avid problem solver, proactive and a creative thinker.
• Proficient in navigating tactical systems and processes (e.g., third-party ad servers, verification vendor platforms, DSPs, Salesforce, etc.).
• Strong written and verbal communication skills in English, plus proficiency in an additional SEA language.
• Collaborative team player with a keen understanding of diverse perspectives.

Join us and be a key player in shaping the future of digital advertising in the dynamic landscape of South East Asia!

Benefits at Teads

• Competitive Salary Packages
• Quarterly Bonus on KPI achievements
• Generous Time Off Policy
• Training & Upskilling Programmes
• Flexible Hours

About Teads

Teads operates a leading, cloud-based, omnichannel platform that enables programmatic digital advertising across a global ecosystem of quality digital media. As an end-to-end solution, Teads’ modular platform allows partners to leverage buy-side, sell-side, creative, data and AI optimization technologies.

For advertisers and their agencies, Teads offers a single access point to buy the inventory of many of the world’s best publishers and content providers. Through exclusive global media partnerships, Teads enables advertisers and agencies to reach billions of unique monthly users in brand safe, responsible advertising environments, while improving the effectiveness and efficiency of digital ad transactions.

Teads partners with the leading marketers, agencies, and publishers through a team of 1,200+ people in 50 offices across more than 30 countries. For more information, visit: www.teads.com

We’re committed to creating a dynamic work environment that values diversity and inclusion, and represents employees across a variety of skill sets. We embrace contributions from all ages, sexes, races, ethnicities, religions, sexual orientations and gender identities.

Overview

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that help Microsoft customers successfully realize their business outcomes.

We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.

As the Cloud Solution Architect (CSA) Leader for Modern Work in ASEAN, you will direct and guide a high-performing team (and an extended V-team of Cloud Solution Architects) to help customers achieve business value from their Microsoft investments by focusing on areas such as technical excellence, governance, operations, adoption, and more.

The leader is responsible for the end-to-end customer success for enterprise customers consuming our Azure-based solutions, leading the CSA teams through relevant deal phases while managing critical partnership with internal and external stakeholders to ensure our customers experience is streamlined and accelerated. The role is responsible for ensuring that the in-country teams are driving customer satisfaction, and enabling our customers to accelerate their use of solutions based on Microsoft Modern Work offerings.

Responsibilities

Organisational Leadership

• Drive a culture across the technical community of Cloud Solution Architects in both direct reporting and indirect reporting lines.
• Operational excellence: Proven ability to drive complex, multi-disciplinary processes, meeting metrics, and communicating KPIs. Experience driving business change management and/ or technical adoption required​.
• Model our culture and values by leading your team through change, creating a clear understanding of business model and role changes, and coaching your team to contribute to the success of others. Foster a positive team culture by setting clear expectations and providing guidance to help your team achieve success.
• Model and promote a culture of continuous learning, knowledge sharing and community engagement, driving technical readiness, up-skilling, and innovation within your team.
• Care for your team by engaging in skills and capability discussions, understanding each team member's unique talents, and building a skill mix that aligns with business goals and the aspirations of team members.

Customer Centricity​

• Create and nurture strategic relationships with key customer stakeholders, often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed.
• Guide team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coach team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coach team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans. Coach team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn.
• Coach your team in developing and expanding impactful relationships, focusing on customer experience, and defining conditions for success.
• Lead your team in focusing on customer experience and success by driving efficient delivery, accelerating Support coverage, and developing strategies to improve experience and value realization.
• Engage in technical strategy, innovation, and customer experience discussions with customer CxOs/Senior Leaders at the appropriate technical depth.

Business Impact​

• Analyze and understand the mix of your customers and industries to build a team that meets the demands of the customer and project portfolio, and drives expansion of our Solutions and Support business. ​
• Create clarity by defining practice strategy and objectives and communicating them effectively to your team, integrating the Support, consumption, and usage aspects of your practice.
• Anticipate, identify, and mitigate blockers to Customer success goals and partners with internal and external stakeholders to accelerate Customer value realization and Customer satisfaction.​
• Manage your team’s performance against business measures and delivery excellence expectations for your portfolio of customers and projects, applying a data-driven approach to your prioritisation and decision-making.

Technology Leadership

• Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction with relevance to Microsoft's competition.
• Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required​
• Experience in negotiating and managing with diverse senior stakeholders in a cross-functional team
• Lead your team in identifying technology and industry-specific trends, gathering insights, and mapping solutions that deliver value-driven business outcomes.
• Lead, coach and hold your team accountable for delivering Customer value and creating expansion opportunities by applying their deep knowledge of Microsoft products, Solutions and Support.

Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 15+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, software development/support, technology solutions, practice development, architecture, and/or consultingOR Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 12+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
  OR equivalent experience.
  
• 8+ years people management experience, including managing consultant practice managers, technical sales managers, technical architect managers, and/or people managers.
• 8+ years experience working in a customer-facing role (e.g., internal and/or external).
• 8+ years experience leading technical projects, teams, or functions.
• Business Value: The ability to convey the business need and value of proposed solutions, plans, and risks to stakeholders and decision makers. This includes the ability to persuade and inform based on facts and alignment with goals and strategy.
• Trusted Advisership: The ability to build trusted advisor status and deep relationships across stakeholders (e.g., technical decision makers, business decision makers) through an understanding of customer needs and technologies.
• Situational fluency: Using self-awareness as a mechanism to interpret verbal and non-verbal cues to increase your ability to "read the room."
• Insightful listening: Ask insightful questions to understand the customer needs, issues, business environment and drivers, and go beyond what is said to identify new opportunities aligned to customer business value.
• Drive People & Process: Prepare the customer for operational readiness and long-term organizational adoption.
• Optimization: guide the customer towards solution cost and performance optimization leading to retention and expansion opportunities.
• Collaboration: across Microsoft, customer, and partner teams to achieve customer objectives.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

The Director of Customer Success is responsible for driving service revenues, with a strong emphasis on lifetime and recurring revenue as defined in our Global Customer Services portfolio. Directing a team of Project & Program Managers, and Customer & Partner Success Managers. This will be achieved by developing a loyal and satisfied customer base, building sustainable and growing revenues, championing our ‘Partner First’ strategy, accelerating our strategic intent and ensuring we provide excellent employee experiences by:

• Management and delivery of a comprehensive P&L against the annual budget and monthly forecasts.
• Delivering the transition to a primarily recurring revenue service model within the respective Region while protecting the integrity of IFS and the Global Customer Services (GCS) organization.
• Advocating global consistency: standard tools, methodologies, processes, and service offerings.
• Working in partnership with matrix functions globally.
• Champion the IFS and Global Customer Services strategy, encouraging the teams’ development and contribution to the same.
• Driving quality and integrity in the performance of the Market Unit GCS team, maximizing recurring, predictable and profitable business for IFS.
• Strengthening our position to scale through trusted relationships with local, regional and global partners.
• Establish strategic relationships across the matrix organization to make certain we deliver incremental value for our customers.

The primary objective of the Director, of Customer Success is to ensure that performance metrics are met while protecting the integrity of our Global Customer Services organization. This means establishing a professional practice that drives quality through predictable outcomes and results for Customers and IFS.

• In collaboration with the Market Unit Sales team and the GCS Services Sales Support team, develop the go-to-market and demand generation strategy and approach for Professional Services, Premium Engagements and Maintenance; jointly pursue and close sales opportunities with a focus on the services components.
• Make certain that we craft services contracts that we can fulfill by offering standard services and solutions, through which we can deliver the agreed outcome.
• Drive standardization and industrialization of the Services delivery model through the enforcement of global service agreements, templates, tools, and other assets.
• Ensure we are achieving high services coverage (attach rate of Maintenance, Premium Engagements, Professional Services) in our pursuit to make every customer an advocate.
• Provide effective leadership to the Market Unit Customer Services team, driving performance, engagement and personal ownership of development and career satisfaction.
• Operate with a high level of transparency and accuracy.
• Serve as the point of escalation regarding any and all Customer services interaction within the Market Unit, taking ownership of the Customer experience and potential impact for the business.