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About the Team
Job Posting Title: Director, Accommodations, Customer Care
College Board - Operations
Location: This is a fully remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office).
This is a full-time position
About the Team
College Board’s Operations division (~130 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board’s exciting transformation to support delivery of digital assessments. The Customer Engagement department (~60 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year. This integrated team serves as the organization’s ‘front line’ and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
As the Director of Accommodations Customer Care you will be responsible for leading the team responsible for handling our most time sensitive and escalated issues related to students using accommodations and supports. You will develop a deep understanding of the accommodation and support services across College Board programs working across internal stakeholders. You will be responsible for defining workflow, planning staffing, and ensuring service levels are met to deliver the highest quality service to students, parents, and educators. You will work closely with internal stakeholders and external vendors to ensure compliance with policies and business procedures. You will use data to analyze and monitor performance, identify trends and identify continuous improvement opportunities. Over time you will play a critical role managing, coaching, and developing a team of specialists to ensure we deliver a positive customer experience. This role will start as an individual contributor and will build out a team of specialists.
In this role, you will:
Enable Exceptional Customer Service (40%)
Be an expert in College Board policy and processes that impact customers and the operational procedures necessary to address and resolve accommodation and support customer inquiries.
Define workflows across call center and internal teams for case management.
Direct staff and serve as an escalation point for management-level escalations.
Manage customer service activities including:
Coordinating training, resources, and updates for team members to ensure complex issues can be resolved.
Developing support materials as needed.
Reviewing metrics and providing case and customer feedback to internal customers.
Conducting quality monitoring and measurements
Monitoring and reporting on key contact center activities/metrics
Identify and communicate trends to drive organization understanding of customer needs and pain points, support implementation of enhancements to address pain points.
Provide Management & Leadership (40%)
Build strong relationships with the internal accommodations and supports stakeholders; be a trusted advisor to assist in managing cross-team work and initiatives.
Manage a team of Specialists to ensure Service Level Agreements (SLAs) and quality metrics are met.
Manage work assignments and special projects, schedule team in most efficient manner to meet team goals and priorities.
Act as liaison to program and services teams for customer resolutions and managing workflow for external stakeholders: educators, students, etc. as needed.
Manage staff utilizing department processes, metrics, and internal College Board guidelines.
Assist Senior Director in defining goals and objectives and metrics to measure and drive department performance and quality.
Provide coaching and feedback to staff on an ongoing basis.
Effectively evaluate staff performance and deliver mid-year and annual performance reviews.
Assist Senior Director with talent recruiting, interviewing, and hiring decisions.
Assist with employee engagement events and team recognition.
Enable Continuous Improvement (20%)
Using data, identify and communicate opportunities to improve quality and efficiency through improvements to business processes and procedures, systems, team structure and workflow, training, or other means.
Utilize a hands-on approach to trend and root cause analysis and resolution of contact drivers and exceptions.
Demonstrate an in-depth understanding of cross-Program knowledge, operational and customer service processes. Utilize this knowledge to identify exceptions, bottlenecks and/or areas of improvement.
Assist with standardizing department policies and procedures to improve efficiency.
About You
You have:
5+ years of experience in a customer liaison, customer care, or account management role.
A minimum of 2 years of full-time experience in a people management role or a position regularly providing others with direction and feedback in a contact center environment
Proven experience building a team from the ground up.
Exceptional detail orientation, strong analytical and creative thinking, and structured problem-solving ability
Experience developing meaningful performance metrics and establishing effective monitoring
A track record of success implementing new workflows and managing cross-functional projects
Experience navigating complex customer issues and resolving escalations
Experience as a highly collaborative individual with ability to influence others and build strong relationships across internal and external stakeholders.
Experience working well at all levels of the organization and adapts working styles to meet audience needs.
The ability to travel 4-6 times a year to College Board offices and/or vendors.
Willingness to work non-standard hours, as needed, to support critical test delivery windows.
You are eligible to work in the US for any employer.
About Our Process
Application review will begin immediately and will continue until the position is filled
While the hiring process may vary, it generally includes: resume and application submission, recruiter phone screen, hiring manager interview, performance exercise and/or panel interview, and reference checks. This is an approximately 8-week process
About Our Benefits and Compensation
College Board offers a competitive benefits and compensation program that attracts top talent looking to make a difference in education. As a self-sustaining non-profit, we believe in compensating employees equitably in relation to each other, their qualifications, their impact, and the relevant market.
The hiring range for a new employee in this position is $72,000 to $120,000. College Board differentiates salaries by location so where you live will narrow the portion of this range in which you can expect a salary.
Your salary will be carefully determined based on your location, relevant experience, the external labor market, and the pay of College Board employees in similar roles. College Board strives to provide our best offer up front based on this criteria.
Your salary is only one part of all that College Board offers, including but not limited to:
A comprehensive package designed to support the well-being of employees and their families and promote education. Our robust benefits package includes health, dental, and vision insurance, generous paid time off, paid parental leave, fertility benefits, pet insurance, tuition assistance, retirement benefits, and more
Recognition of exceptional performance through annual bonuses, salary growth over time through market increases, and opportunities for merit raises and promotions based on increased scope of responsibility
A job that matters, a team that cares, and a place to learn, innovate and thrive
You can expect to have transparent conversations about benefits and compensation with our recruiters throughout your application process.
#LI-Remote
#LI-MD1
Official account of Jobstore.
Description -
HP is committed to safeguarding Customer data and ensuring compliance with the highest privacy standards. We are seeking an accomplished Director of Data Engineering - Customer Privacy and Consent to lead our efforts in upholding data ethics and compliance across our enterprise.
Position Overview:
As the Director of Data Engineering - Customer P, you will hold a pivotal leadership position responsible for designing, implementing, and overseeing enterprise-wide strategies that ensure compliance with Customer consent and privacy regulations. Your role will have far-reaching impact, influencing the data engineering direction and policies across the organization, with direct senior executive visibility.
Key Responsibilities:
Leadership Behavior - Embodying the HP Way:
As a leader within our organization, you will be expected to exemplify the principles of the HP Way in your leadership style and behavior:
Requirements:
Preferred Qualifications:
Benefits:
The role comes with an attractive salary and a full range of benefits, encompassing health, dental, vision, 401K, and paid time off. You'll also find ample chances for advancing your professional skills and experience within a collaborative, innovative work setting that encourages creativity and initiative.
This Director-level role offers a unique opportunity to lead and shape the organization's data practices, influencing strategic decision-making and ensuring the highest standards of Customer data privacy and consent management while actively contributing hands-on in technical development and design.
To apply, please submit your resume and a detailed cover letter outlining your leadership experience and hands-on technical expertise in developing similar applications in the realm of Customer data privacy and consent management.
Job -
SoftwareSchedule -
Full timeShift -
No shift premium (United States of America)Travel -
Relocation -
Equal Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement
Official account of Jobstore.
At Pfizer we make medicines and vaccines that change patients' lives with a global reach of over 780 million patients. Pfizer Digital is the organization charged with winning the digital race in the pharmaceutical industry. We apply our expertise in technology, innovation and our business to support Pfizer in this mission.
The Biopharma, Patient & CDI (BPC) team creates technology solutions for our external customers. This includes all digital (web, mobile, omni-channel, & devices) products, platforms, services and experiences in service of patients, HCPs, payors, pharmacists, or clinical sites.
Within BPC, the Platform DevOps team are accountable for the platforms at Pfizer that allow the creation, configuration, launch, and support of all externally facing digital (web, mobile, omni-channel, & device) products, services, and experiences, servicing all external customer types at Pfizer. This includes our Marketing Technology (Martech) platform codenamed “Rosalind”.
Rosalind manages the customer data that Pfizer collects from its integrated websites, mobile apps and marketing platforms. We have a range of traditional MarTech as well as journey orchestration, channel and analytics tools. Our platform has evolved over 8 years to send millions of emails and manage billions of customer interactions and events.
Our mission is to change how customer data is managed, from fragmented implementations to a coherent customer-data ecosystem of services dedicated to the collection and management of profiles, consents and organised data. Our goal is to improve customer experience and especially to improve patient outcomes through intelligent, inventive and compliant use of the data collected as people interact with Pfizer’s customer-facing systems and assets.
We seek a skilled and experienced Principal Engineer to join Rosalind and help deliver our Customer Data Platform services. You will be accountable for technical engineering decisions, solution designs, and delivery, as well as elements of the operation of your assigned services.
In this technical leadership role, you will act as the executor and the visionary behind technical solutions. You will lead teams of between 10 and 25 technical resources to solve complex engineering problems, craft the technical designs and ensure a successful delivery of high-quality products and services from inception to completion. This role requires exceptional technical knowledge, strong management skills, and the ability to collaborate effectively with cross-functional teams while sharing responsibility with other program leads for achieving the desired objectives.
You will also be accountable for delivery of security-and privacy-first capabilities while creating an environment where engineers can do their best work as measured by a quarterly Developer’s Experience survey, and alignment and contribution to the service network and technical engineering standards.
A normal work week consists of leading one or more teams of engineers to deliver and implement technical solutions, following your design approach to meet your assigned program objectives and KPIs. You will also collaborate closely and often with Chief Marketing Office (CMO) Leads, Digital Leads, and Product Owners, to ensure that technical decisions and their implementation align with broader strategic priorities.
You represent engineering in program and stakeholder meetings, as such you’ll need to be able to think on your feet: provide consultation, identify risks based on a variety of factors, and rely on your past experiences to identify potential solutions and develop ballpark estimates.
In many situations you will be working with technology that is new to Pfizer and requires you to learn quickly, be able to read and understand documentation, and architect robust and scalable solutions that align with our business objectives.
Using influence more than authority, you will lead teams of engineers on the implementation of the solution. Individual members of the team are responsible for delivering on their commitments, but the team supports each other. The team pride themselves on the quality of their code, our delivery practices and breadth of our test coverage. You will be expected to document your work.
Key responsibilities for a Principal Engineer are listed below:
Technical Leadership
Serve as the top technical authority on projects, making decisions on technology choices, design approaches, solution architecture and implementation.
Lead and oversee the entire lifecycle excellence of engineering projects, ensuring alignment with architectural vision and adherence to best practices.
Responsible for maintaining good code quality by promoting and ensuring secure code hygiene.
Responsible for guiding the correct configuration of SaaS solutions to ensure security and compliance.
Build a team able to manage change. Take appropriate risks to achieve the desired results, balancing risks to stability and current norms versus the need for constant change, improvement, and simplification.
Facilitate the conversation between Enterprise Architects, Business Architects, Vendors and Developers, by providing technical clarity on solution(s) to build and code to write, move content from ideation into delivery to move from concept to reality.
Cross-Team Collaboration
Act as a translator between business stakeholders and technical engineers, to ensure that technical, security and privacy considerations are represented in strategic discussions and business objectives are being met by our solutions.
Align objectives, dependencies, and schedules across multiple teams to keep teams unblocked, and to ensure seamless projects execution.
Collaborate with other Principal Engineers, and through the Principal Engineers Forum, to share best practices, quality standards, address improvement areas, and ensure effective communication of information.
Collaborate with security teams to monitor vulnerabilities, implement defenses, and ensure compliance with security best practices.
Collaborate with digital operations and support to ensure smooth BAU operations.
Excellence by Design
Continuously discover, define, architect, deliver, and enable solutions that support program OKRs.
Offer deep technical expertise, providing insights and guidance, ensuring solutions are secure, compliant, scalable, maintainable, and efficient.
Advocate for the adoption of best practices, new technologies, automation, and continuous improvement initiatives in both technical and privacy domains.
Foster a DevOps model of success by building a culture of shared responsibilities and transparency leading to higher quality and quicker delivery of outcomes.
Stay updated on emerging technologies, industry trends, and best practices, and apply this knowledge to improve engineering processes and drive innovation within the organization.
Ensure that privacy and security are an integral part of the system design, not merely layered on.
Coaching & Mentorship
Participate in or lead code reviews, where applicable.
Provide technical guidance and mentorship to junior and mid-level engineers, facilitate knowledge sharing and taking an active role in supporting the development of the wider team and their careers. Foster a culture of excellence, innovation, and continuous learning within the engineering team.
Act on Developer Experience (DX) survey findings and feedback from the engineering team members, to drive continuous improvement initiatives to increase the “Ease of Delivery” of the team.
Incident Management & Recovery
Lead or assist in the response to security incidents, ensuring rapid containment, mitigation, and recovery.
Lead troubleshooting during operational outages, guiding the team to diagnose and resolve issues quickly.
Work towards system resilience and implement post-mortem analyses to identify root causes and prevent future incidents.
Ensure that solutions are designed with data privacy considerations from the outset.
In order to fulfil the responsibilities listed above, we expect that you possess and demonstrate:
Extensive experience in software engineering, with a focus on leading complex projects.
Deep technical expertise from a well-documented background as a senior-level engineer.
Strong problem-solving and analytical abilities, with a keen attention to detail.
A broad technical knowledge of digital pharmaceutical sciences platforms and best practices across both user interfaces and back-end systems, as a “jack of all trades”.
Proven technical leadership skills, mentorship, with the ability to motivate and inspire team members and fellow engineers towards achieving common goals.
Exceptional interpersonal skills, with the ability to communicate effectively in a matrix environment with geographically distributed resources, and establish strong partnerships with senior non-technical stakeholders, with a talent to explain complex topics simply.
Ability to influence and work with cross-functional teams to deliver complex projects in accordance with broader strategies.
Deep understanding of software development methodologies and best practices for implementing principles of privacy & security ‘by design’.
Understanding of the implications, regulations, and best practices of data handling in the pharmaceutical industry.
Understanding of the DevSecOps best practices that should be in place, driving an “Everything as Code instead of paperwork” mentality.
Familiarity with the multiple policies, standards, systems, and organizations within the pharmaceutical industry, to minimize risk of challenges or duplication in implementation.
Qualifications & Education Requirements
Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
Minimum of 10 years’ experience with increasing responsibility delivering digital solutions, products, and services.
Professional certifications in engineering leadership are a plus.
Demonstrable experience operating in a DevOps environment.
Proven capability handling large scale, enterprise software delivery in a global 24/7 environment.
At a technical level, we are looking for engineers with qualifications and expertise in the following areas:
Experience driving and participating in technical discovery to architect and deliver solutions that meet program business objectives.
Systems thinking experience demonstrated by architecting complex solutions that require integrating multiple solutions.
Demonstrated hands-on experience using AWS services to build real-life large-scaled solutions.
Understanding of CI/CD practices, RESTful APIs, integration patterns, microservice patterns and other areas of interest to modern software development.
Excellent experience with API-led development using Postman and Open API 3.0 is a must.
Excellent experience with Agile team processes, including Scrum and Kanban delivery - we enjoy working with lean methods.
Experience with the types of process problems that come when trying to build complex, new applications and comfortable when things are uncertain and require problem solving.
Excellent experience estimating complex technical stories and breaking them down.
Strong written and spoken English with excellent asynchronous collaboration and communication.
We don't expect you to know everything, but we want people with sufficient experience to do most of the job and who are open to learning new things.
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
This is a global role, with vendors largely based in North America. Travel therefore may be required from time to time. Attendance at meetings in the Eastern US timezone will be required.
Last Date to Apply for Job: 3/27/2024
The annual base salary for this position ranges from $134,300.00 to $223,800.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies to the Tampa, FL location only. The salary range provided does not apply to any other United States location or locations outside of the United States.Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
Official account of Jobstore.
ROLE SUMMARY
HCP Innovation Lead is an opportunity to innovate brand marketing and go-to-market models to extend competitive advantage and achieve our aspiration to be the best marketers of science and technology and to make Pfizer the most trusted brand.
This is a new role within Biopharma, reporting into the Global Commercial Innovation Lead. Success in this role will include the successful scaling of proven disruptive innovation to achieve our aspiration to be the best marketers of science and technology and to make Pfizer the most trusted brand.
In this role, you will be responsible for leveraging core innovation principles to elevate the level of engagement with Healthcare Professionals (HCPs). Your primary focus will be on driving marketing innovation initiatives that enhance the effectiveness and impact of our Customer Facing Colleagues (CFCs)
ROLE RESPONSIBILITIES
Basic Qualifications
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
Other Job Details:
Eligible for employee referral bonus
Work location: On Premise
Last Day to Apply: March 18, 2024
#LI-PFE
The annual base salary for this position ranges from $205,400.00 to $342,400.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 25.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
Official account of Jobstore.
Join Walmart as a Director, Finance – Customer Strategy and your work could help over 240 million customers live better every week. Yes, we are the Fortune #1 company. But you’ll quickly find we’re a company who wants you to feel comfortable bringing your whole self to work. A career at Walmart is where the world’s most complex challenges meet a kinder way of life. Our mission spreads far beyond the walls of our stores. Join us and you'll discover why we are a world leader in diversity and inclusion, sustainability, and community involvement. From day one, you’ll be empowered and equipped to do the best work of your life.
We are a data driven, results-oriented Strategy and Finance team focused on partnering with senior leaders, CEO’s executive leadership team, and the Board of Directors to influence decisions and drive outcomes to drive customer centricity by helping our customers save money and live better and deliver shareholder.
You will make an impact by:
Accelerating Customer Centricity Transformation – Understand how to drive change and transformation through data and data science; Partner with other areas of finance and into the functional business areas to transform how we use customer data
Lead Strategic Financial Plans – Overseeing the development of short-term and long-term strategic financial planning by partnering cross-functionally to assess overall goals. Establishing and communicating information about financial targets; identifying and reporting risk levels determined for the overall financial plan; providing actionable insights
Building Strategic Relationships – Maximize relationships across the business to collaborate on choices, expediate business decisions, and quickly action when needed
Communications and Presentations – Provide strategic input into the Walmart US Strategy and Board of Directors materials
Prioritizing Strategic Initiatives and Business Growth Insights – Generate and pressure test ideas to growing membership, understanding the connectivity across the business, and creating alignment and thoughtful insights based on projected KPI outcomes
Operating with excellence– Set an example in managing to KPIs, delivering excellence, presenting at all levels, and developing yourself and others.
Talent and Leadership – Develop and implement strategies to attract and maintain a highly skilled, diverse and engaged workforce by diagnosing capability gaps; recruiting, selecting, and developing talent; and leveraging the capabilities of new and existing talent. Cultivate an environment where associates respect and adhere to company standards of integrity and ethics by integrating these values into all programs and practices
You’ll sweep us off our feet if you:
You’re a storyteller, a visionary, and a strategic thinker
You have experience with driving transformational change
You have experience working with Data and Data Science teams
You are curious, ask questions and are comfortable working in high growth whitespace areas
You can manage the interconnectivities of collaborative and matrixed businesses
You’re skilled at diplomacy and aligning stakeholders with competing priorities, including senior leaders
You drive results with strong financial acumen and technical/analytical capabilities
You’re a master at making complex subjects easily understood through visuals and narratives
Shape and support development of executive leadership content for high profile meetings (e.g., Board of Director, Executive Council, investment community)
You have high standards and can hold contributors accountable
You’re stimulated by challenges and are ready to engage at Fortune 1 scale
You have relevant finance and strategy experience in customer data, retail, eCommerce, marketing or media sectors
Preferred Qualifications
Bachelor’s degree in business intelligence, strategy, data science, finance, or related area and 7 years’ experience in strategic finance, competitive intelligence, consulting, market research, data analytics, or related area in a high-growth technology sector.
MBA highly preferred
2+ years of senior leadership decision support and influencing experience
4+ years of experience leading cross-functional teams
4+ years of experience of strategic long term forecasting and reporting
4+ years of experience analyzing data and interpreting results
Experience working in a large, complex, matrixed organization
Experience in Supply Chain, Retail, Merchandising Planning and / or Finance
Experience working in Fortune 100 finance
Strong organizational skills including prioritizing, scheduling, time management, and meeting deadlines
Strong influencing and interpersonal skills
Detail and results-oriented with sense of urgency
Comfort with ambiguity
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Minimum QualificationsOutlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Strategic Planning, Working in a large, complex, matrixed organizationMasters: Business AdministrationFinancial & Insurance - Certified Public Accountant - CertificationOfficial account of Jobstore.
Reporting to the Customer Insights Lead, the person in this role will lead a team responsible for all global market research efforts for pipeline oncology assets by providing unbiased, objective, in-depth insights to inform business decisions, including tumor strategies and pivotal go/no-go decisions.
The Director will provide strategic oversight of multiple oncology pipeline assets and is a thought partner to cross-functional leadership teams, including leaders of Commercial Strategy and Innovation, Medical Affairs, Program Leadership, Clinical Development, Global Market Insights, Global Value and Access and others. Through primary and secondary market research and analysis, she/he will provide guidance to her/his team to support the full spectrum of insights and research needs of the organization and works to embed an external market point-of-view into the strategic direction of portfolio oncology pipeline prioritization and planning.
This role is dynamic, fast-paced, highly collaborative, and covers a broad range of strategic topics that are critical to our business. The successful candidate will join Customer Insights colleagues that are constantly helping drive the business through proactive thought leadership, innovative research capabilities, and the ability to communicate complex and dynamic information in new and creative ways.
ROLE RESPONSIBILITIES
Role definition and Key Accountabilities include, but are not limited to:
Market Research
Team Leadership
Vendor/Offshore Resource Management
REQUIRED BASIC QUALIFICATIONS
PREFERRED QUALIFICATIONS
OTHER SKILLS
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
20% Travel Expected
Relocation support available
Work Location Assignment: North America - Any Pfizer site
ADDITIONAL DETAILS
Last date to apply for Job: March 23, 2024.
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
Official account of Jobstore.
Job Responsibilities
1. Product strategic planning:
a. Study market demand and customer feedback and formulate strategic plans for SaaS products.
b. Coordinate product development and release plans to ensure timely delivery of high-quality products.
2. User experience management:
a. Be familiar with user interfaces to ensure the product is easy to use and intuitive, and conduct product improvement for user experience.
b. Analyse user behavior and provide improvement suggestions to increase user satisfaction and retention rates.
3. Data analysis and monitoring:
a. Use internal and external Business Intelligence (BI) tools to monitor key performance indicators.
b. Analyse user behavior data and provide targeted suggestions for product improvement.
4. Marketing and communication:
a. Plan and coordinate online and offline marketing activities, including participation in industry exhibitions and cooperative promotions.
b. Develop and execute promotion strategies to increase brand awareness and online presence.
5. Customer relationship management:
a. Establish active interactions with customers, understand their needs, and ensure the best use of products by customers.
b. Review customer satisfaction surveys and take measures to improve user experience.
6. Teamwork:
a. Work with the product development team to communicate market needs and user feedback to ensure that the product meets market standards.
b. Work with the marketing team to provide product knowledge training and support sales activities.
7. Market trend analysis:
a. Track industry trends and competitor dynamics and provide timely market intelligence.
b. Analyse competitors’ product strategies and provide countermeasures.
8. Report directly to the General Manager and maintain close cooperation with the marketing department and product team.
9. Lead the Customer Sucess team to formulate product operation systems, strategies, operation manuals and other documents, and supervise their implementation.
Job Requirements
Job requirements:
1. Educational qualifications and experience:
a. Bachelor's or master's degree in business management, marketing, computer science or other related majors.
b. 8-10 years product operation experience in the SaaS field and have successful product promotion experience.
2. Skills:
a. Excellent project management and execution skills, proficient in using project management tools such as Jira, Trello, etc.
b. Excellent communication and coordination skills, including technical communication and coordination with the development team.
c. Advanced ability to analyse and interpret data, proficient in using SQL or other data analysis tools is a plus.
d. Be familiar with the SaaS industry and related technologies and understand cutting-edge technologies such as cloud computing and artificial intelligence.
3. Characteristics:
a. Ability to think innovatively and solve problems and have successful experience in product improvement and innovation.
b. Highly responsible and self-motivated, able to maintain high efficiency in a fast-paced work environment.
c. Sensitive to market trends and competitive environment, able to quickly adapt to changes.
d. Good teamwork spirit.
Official account of Jobstore.
As an Associate Director (Consulting) in the Above Market Customer Success Team, you will be leading a team of Analytics and Insights and working with cross-functional/countries team to service the regional headquarters of NIQ global clients.
Official account of Jobstore.
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!
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 craft and deliver exceptional digital experiences. We’re passionate about empowering people to build 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 Opportunity
From the moment you wake up in the morning until you go to bed at night consider the media you consume, the adverts you see, the apps you use, the websites you browse and almost all of the shopping you do online throughout the day. Chances are that every single one of those interactions, every single one of those experiences, was touched by an Adobe product.
We have a phenomenal opportunity for a Director of Customer Value!
We are seeking a Director of Customer Value to act as primary liaison for Customer leadership and partner with C-level executives within our largest, most strategic customers to guide them through their digital transformation journey with Adobe. This role, spanning from Sales to Post-Sales will ensure we help our customers achieve their digital transformation goals. This role will serve as the top-level authority supervising alignment and coordination across various work streams, encompassing our product teams for the delivery of sophisticated use cases.
Additionally, they will orchestrate collaboration and alignment initiatives with our internal account teams. The Director, Customer value role assumes responsibility for positioning the Customer for success, prioritizing the realization of business value from the Adobe stack.
What you will do:
Establish C-level relationships during sales cycle to understand customer key business objective and critical metrics, and instill confidence in our ability to deliver on the expected business outcomes.
Act as the focal point of contact and liaison post-sale between customer Executives and Adobe teams including Product teams, Legal, Engineering, Professional Services, Technical Support, Technical Account Management and Customer Success.
Ensure a flawless transition of the customer requirements and business objectives from pre-sales motion to the post sales execution.
Develop and deliver compelling, CxO-ready case presentations (return on investment, total cost of ownership, etc.) sought at driving value realisation discussions.
Map out customers' "as is" and "to be" business processes with the goal of identifying and prioritizing key use cases and business value drivers.
Assisting customers in navigating internal organizational changes and implementing effective organisational change strategies.
Build Customer advocacy for future marketing opportunities such as case studies and events.
What you’ll need to succeed:
Influence on both customer stakeholders and internal Adobe counterparts, navigating challenging conversations that may emerge during the customer journey.
Strong executive presence and presentation skills, comfortable collaborating with and speaking publicly to C-suite executives. Ability to understand and communicate path to business value through technology transformation.
Self-starter comfortable initiating and leading programs within a fast-paced environment.
Focus on results, and strategic approach with an ability to build the future through effective customer engagement.
Collaborative and cross-functional approach is a must (particularly with Sales, Customer Engineering & Customer Success, and other key partners).
Extensive confirmed experience in digital transformation, value consulting, value engineering and/or a background in sophisticated technology delivery/transformation programmes.
Proven understanding of how Marketing, Engineering and Product teams’ function, particularly in the areas of Data Engineering, Personalization and Customer Insights.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the significant benefits we offer.
Adobe is an equal opportunity employer. We hire hardworking individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All. Learn more about our vision here.
We’re on a mission to hire the very best and are committed to crafting 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!
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.
Official account of Jobstore.
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!
From the moment you wake up in the morning until you go to bed at night consider the media you consume, the adverts you see, the apps you use, the websites you browse and almost all of the shopping you do online throughout the day. Chances are that every single one of those interactions, every single one of those experiences, was touched by an Adobe product. We’re on a mission to hire the very best and are committed to crafting 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!
We have a phenomenal opportunity for a Director of Customer Value based in Munich.
We are seeking a Director of Customer Value to act as primary liaison for Customer leadership and partner with C-level executives within our largest, most strategic customers to guide them through their digital transformation journey with Adobe. This role, spanning from Sales to Post-Sales will ensure we help our customers achieve their digital transformation goals. This role will serve as the top-level authority supervising alignment and coordination across various work streams, encompassing our product teams for the delivery of sophisticated use cases. Additionally, they will orchestrate collaboration and alignment initiatives with our internal account teams. The Director, Customer value role assumes responsibility for positioning the Customer for success, prioritizing the realization of business value from the Adobe stack.
Establish C-level relationships during sales cycle to understand customer key business objective and critical metrics, and instill confidence in our ability to deliver on the expected business outcomes.
Act as the focal point of contact and liaison post-sale between customer Executives and Adobe teams including Product teams, Legal, Engineering, Professional Services, Technical Support, Technical Account Management and Customer Success.
Ensure a flawless transition of the customer requirements and business objectives from pre-sales motion to the post sales execution.
Develop and deliver compelling, CxO-ready case presentations (return on investment, total cost of ownership, etc.) sought at driving value realisation discussions.
Map out customers' "as is" and "to be" business processes with the goal of identifying and prioritizing key use cases and business value drivers.
Assisting customers in navigating internal organizational changes and implementing effective organisational change strategies.
Build Customer advocacy for future marketing opportunities such as case studies and events.
Influence on both customer stakeholders and internal Adobe counterparts, navigating challenging conversations that may emerge during the customer journey.
Strong executive presence and presentation skills, comfortable collaborating with and speaking publicly to C-suite executives. Ability to understand and communicate path to business value through technology transformation.
Self-starter comfortable initiating and leading programs within a fast-paced environment.
Focus on results, and strategic approach with an ability to build the future through effective customer engagement.
Collaborative and cross-functional approach is a must (particularly with Sales, Customer Engineering & Customer Success, and other key partners).
Extensive confirmed experience in digital transformation, value consulting, value engineering and/or a background in sophisticated technology delivery/transformation programmes.
Proven understanding of how Marketing, Engineering and Product teams’ function, particularly in the areas of Data Engineering, Personalization and Customer Insights.
Fluency in English and German
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the significant benefits we offer.
Adobe is an equal opportunity employer. We hire hardworking individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All. Learn more about our vision here.
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.
Official account of Jobstore.
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!
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 craft and deliver exceptional digital experiences. We’re passionate about empowering people to build 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 !
From the moment you wake up in the morning until you go to bed at night consider the media you consume, the adverts you see, the apps you use, the websites you browse and almost all of the shopping you do online throughout the day. Chances are that every single one of those interactions, every single one of those experiences, was touched by an Adobe product.
We have a phenomenal opportunity for a Director of Customer Value!
We are seeking a Director of Customer Value to act as primary liaison for Customer leadership and partner with C-level executives within our largest, most strategic customers to guide them through their digital transformation journey with Adobe. This role, spanning from Sales to Post-Sales will ensure we help our customers achieve their digital transformation goals. This role will serve as the top-level authority supervising alignment and coordination across various work streams, encompassing our product teams for the delivery of sophisticated use cases.
Additionally, they will orchestrate collaboration and alignment initiatives with our internal account teams. The Director, Customer value role assumes responsibility for positioning the Customer for success, prioritizing the realization of business value from the Adobe stack.
The position is based in Paris, France, but covers the whole Western Europe.
At Adobe, you will be immersed in an exceptional work environment that is recognized around the world. You will also be surrounded by colleagues who are committed to helping each other grow through our outstanding Check-In approach where ongoing feedback flows freely. If you’re looking to make an impact, Adobe's the place for you. Discover what our employees are saying about their career experiences on the Adobe Life blog and explore the significant benefits we offer.
Adobe is an equal opportunity employer. We hire hardworking individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. This is what it means to be Adobe For All. Learn more about our vision here.
We’re on a mission to hire the very best and are committed to crafting 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!
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.
Official account of Jobstore.
TransUnion's Job Applicant Privacy Notice
What We'll Bring:
We are seeking a Director of Communications to lead content creation and support for our sales enablement/content platform for B2B Operations enabled by Salesforce and Seismic. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at anWhat You'll Bring:
Impact You'll Make:
TransUnion Job Title
Director, Business OperationsOfficial account of Jobstore.
Why Work at Reputation?
Reputation reached over $100m in Annual Recurring Revenue (ARR) in 2022 and continues to grow worldwide.
We've raised over $200 million in funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including $150 million in equity financing from Marlin Equity Partners in January 2022.
Reputation is trusted by more than 250 partners, including Google, Facebook, Salesforce, J.D. Power, Amazon and Web.com.
Our industry leading platform has been recognized by Forrester and Gartner as a vendor of choice in Voice of the Customer, Customer Feedback Management, and Social Suites research reports.
The platform is used by 10+ major automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.
Who thrives at Reputation? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.
Our Mission: We exist to forge relationships between companies and communities.
Do you have a passion for the customer experience, delivering outcomes for customers, and driving value for some of the world’s biggest brands? Do you enjoy working with high-quality professionals in sales, operations, product, engineering, design, and marketing? Do you possess the urgency and drive to serve customers and a Customer Success Team in a rapidly growing enterprise software space? Reputation is looking for a proven Director Customer Success Healthcare with these skills.
The Director Customer Success Healthcare is a vital link between our Healthcare Customers and the solutions we provide. They are expected to analyze our customers’ business objectives and the industry standards or trends to recommend actions that best achieve those business objectives. This role will help drive business growth by clearly setting direction and expectations, establishing KPIs, and translating the results into outcomes.
Responsibilities:
Leading large team or multiple teams (manages 10+ people)
Build and maintain strong, collaborative relationships with customer teams and leadership, as well as cross functional teams
Leading and managing teams (managers and CSMs) in all aspects of customer success from initial onboarding, training, upsell, strategic growth, consultation, and renewal.
Build strong relationships and maintain frequent engagement with customer sponsors & stakeholders at all levels of the organizations.
Accountable for team(s) performance; managing & creating processes that will improve the org; works on several projects; accountable for quality of employee and customer experience
Influences team(s) to achieve KPI goals
Influences and negotiates process, metrics, and targets with internal and external teams
Strategically builds team focus and attention on key enterprise goals and KPIs
Develops, manages, and provides guidance and direction for multiple-large teams or teams with multiple mgmt layers
Brings clarity, focus, and direction for the team; coach and mentor for the team; leads by example, completes tasks, driven to get the job done right, and ensures that team follows their lead
Understands the "big picture" and effectively directs team(s) in the execution of components of the strategic vision; considers people, teams, due process, and norms/ethics while driving for results
Strategic; able to generate vision around direction of the function; understands resources and limitations; steadfastly pushes self and others for results; develops effective leaders
Creating new strategies & processes that motivate the team, deliver a quality CX, and move the company forward.
Actively encouraging team and department innovation and problem solving
Keep abreast of market trends, industry changes, and competitive factors that may impact channel partners.
Collaborate effectively with leaders (sales, product, data science, and peers) to maximize the customer experience.
Responsible for staff balancing within function; recommends training strategies
Participates in short- and long-term workforce planning for function
Defines success in terms of the whole team; drives engagement; develops effective leaders.
Drive the team to maximize Reputation’s short and long-term revenue targets.
Qualifications:
7-10 years of experience in team management and development, customer success, strategic account management, partner relations, or consulting role(s)
Healthcare industry experience and domain expertise essential for success
Experience with B2B sales, business development, renewals, and upsells is a plus.
Complex problem-solving skills and an analytical mindset are a must.
Detail-oriented, self-driven, and eager to provide a superior service experience.
Solid Excel and PowerPoint capabilities with the skills to turn data into insights and action.
Strategic “big picture” vision, consultative mindset, and professional communication skills required for enterprise clientele.
Knowledgeable SaaS background that drives an “Experience + Outcomes = Success” mantra and approach
Ability to manage multiple projects and teams
Ability to work well under pressure.
Ability to find creative solutions to challenging problems.
Desire to excel and grow within the organization.
Bachelor’s Degree required
When you join Reputation, you can expect:
Flexible working arrangements.
Career growth with paid training tuition opportunities.
Active Employee Resource Groups (ERGs) to engage with.
An equitable work environment.
Our employees say it best:
According to Glassdoor, 94% of our employees approve of our CEO, Joe Burton.
Our employees highlight our:
Ample Opportunities- “There are many opportunities to learn and grow. Many open roles are replaced with internal promotions.”
Positive Culture- "Great opportunity and exceptional culture." “You will never have a better culture anywhere else. Period.”
Training and Tools- “All managers truly want you to succeed, and you are given great tools and training to be successful in your role.”
Balance- “Great work life balance and awesome team environment!”
Diversity Programs & Initiatives:
Our Reputation Nation spans around the world. This global perspective allows us to intentionally unlock the magic that comes from diversity of experience to contribute to our success.
At Reputation, we believe in:
Diversity: Embracing a culture that values uniqueness.
Inclusion: Inviting diverse groups to take part in company life.
Belonging: Helping each individual feel accepted for who they are.
"At Reputation, we see diversity and inclusion as the foundation for an equitable workplace. Our goal is to empower all of our employees, regardless of their background, to make an impact in their work each and every day." - Joe Burton, CEO, Reputation
Additionally, we offer a variety of benefits and perks, such as:
Flexible PTO
Paid company holidays
4 company provided, “Recharge Days”, which are wellness days off for the entire company
Several active Employee Resource Groups (ERG’s) to help foster inclusion and community
Employee Assistance Program
Access to a wide variety of unique perks and apps: Ginger, Calm, Headspace, Carrot Fertility, Aaptiv, Omada, One Medical, SoFi
Fetch Pet Insurance
401K
Health, dental and vision insurance
Paid maternity leave
Employer paid short term and long term disability and life insurance
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
To learn more about how we handle the personal data of applicants, visit our Candidate Privacy Notice.
Applicants only - No 3rd party agency candidates.
Official account of Jobstore.
Job Title
Summary of the role:
The Director, Customer Success Management role oversees a team of Customer Success Managers. Responsibilities involve leading and motivating a team of customer success managers, ensuring that they have the necessary resources and support to succeed. This role establishes objectives, sets priorities, and organizes resources and tasks to achieve goals. The Director of Customer Success Management makes strategic decisions that align with organizational objectives and implements necessary changes if needed and will maintain open lines of communication within the team and with external stakeholders. As people leader, this person is responsible for managing the overall performance of the team, ensure objectives are met and team members are supported in their professional growth. The Director, Customer Success Management coordinates all activities that enable customers (Travel Sellers and Airlines) to unlock the most value of Amadeus solutions for higher return on their investment and business impact.
The Director, Customer Success Management organizes the team to bring in the required expertise to support our customers' business expansion. They are responsible for understanding the needs and constraints of the customer as well as their strategic direction, and then promotes early adoption and best usage of Amadeus products to derive maximum value. This role enables Amadeus to respond faster and more precisely to customer needs.
Customer satisfaction, solution adoption, value delivered to customer’ s low churn, and growth through upsells are some on the main KPIs for Customer Success Managers. The Director, Customer Success Management holds accountability for the optimization of the team to obtain the best return and they partner with the customer to maximize adoption and to ensure that they get all the help they need to quickly get business outcomes after implementation of our solutions.
In this role you’ll:
Own Customer Success Plan: drive customer alignment and goal setting:
Orchestrate Amadeus roles in engaging customer in upfront goal-setting – including external meetings with (key) decision makers to agree on KPIs, method for tracking, and Success Plan elements.
Co-create success plan with buyer / decision makers, codifying program value-driving outcomes
Set clear expectations on engagement model with stakeholders building stakeholder map, communicating role of CSM, and with implementation communicating resource requirements, and risks, based on customer deployment readiness.
Participate in internal handover meetings organized by Account Manager for a new customer or new solution to understand Account Plan and customer context.
Manage ongoing customer health:
Proactively review key metrics, reach out whenever they drop below target, and problem solve ways to drive adoption.
Share best practices for solution usage with customers. Engage Amadeus consulting resources when necessary to conduct Health Checks.
Lead regular (quarterly or annual) business reviews to discuss whether Amadeus is progressing towards value and opportunities for improvement based on success charter and KPI tracking.
Play coordinating support role whenever customer runs into frustrating technical challenges by activating individuals with relevant expertise to address these and feeding back progress updates.
Deliver and explain dashboards relevant to customers’ business outcomes.
Advocate for customers internally through prioritization process with Product Management Marketing and with Amadeus leadership engagement when necessary.
Talent Management and Engagement:
Manage a team of engaged, high performance Customer Success Managers.
Provide coaching and mentoring in their roles and motivate the team to achieve the business success.
Guide team members in best practices and ensure the customer success model is being applied as designed.
Ensure available tools, metrics, accesses, and permissions are available to the team so they can perform to the best of their capacity. Support the people's growth and plan career development in the context of the role.
About the ideal candidate:
Education: Bachelor’s degree in business or any related subjects and/or equivalent experience
Prior experiences where a significant amount of time was spent with customers, at all levels.
Team management experience is a must.
Minimum of 10+ years’ experience in prior roles such as: Account Manager, Delivery Manager, Customer Care, Product Management, and/or IT Account Management.
Travel: Must be able to travel 30-40%
Must have a deep understanding of the travel industry (players, trends, principles) and of the customer whether large or small, airline or Travel Seller. The CSM will have to develop a sense of customer business drivers and well as their competitive landscape (what make them successful)
Advanced knowledge of Microsoft Office, Salesforce.com, Qlik, Tableau.
Ability to learn how navigate Amadeus internal tools (eg Win@aproch, ASH,…)
English speaking required.
Amadeus Product / portfolio knowledge required.
Strong understanding of Amadeus product suite, i.e. strong familiarity with Amadeus solutions and outcomes
Demonstrated expertise in using analytical, reporting, planning, and marketing tools.
Strong data synthesis skills, with an ability to draw insights from a diverse set of indicators.
Must possess strong conceptual thinking skills to develop customer specific use cases.
Must have strong knowledge of technologies and industry trends.
Able to develop and execute effective Customer Development Action Plans for the account.
What we can offer you:
The opportunity to work for one of the world’s top leading travel tech companies; a company that originated in technology innovation and sees the world with a technology-first perspective.
Skills development and opportunities to try new ideas.
A global diverse work environment
Application process:
The application process takes no longer than 10 minutes! Create your candidate profile, upload your CV, and apply.
Are you the one we are looking for? Apply now!
#LI-AM2024
Diversity & Inclusion
Amadeus is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or a related medical condition), ancestry, national origin, age, genetic information, military or veterans status, sexual orientation, gender expression, perception, or identity, marital status, mental or physical disability status, or any other protected federal, state, or local status unrelated to performance of work involved.
Amadeus endeavors to make https://jobs.amadeus.com/ accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at accommodations@amadeus.com. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.
Official account of Jobstore.
To support our extraordinary teams who build great products and contribute to our growth, we’re looking to add a Customer Experience Program Director located in Austin, TX. This role has flexibility as a hybrid/remote work model.
Reporting to the VP, Business Systems, the Customer Experience Program Director role involves leading global efforts to drive Flex’s Customer Experience Program (“Viewpoint”) which is designed to obtain feedback in a manner that will drive action and increase overall customer satisfaction and success.
What a typical day looks like:
The experience we’re looking to add to our team:
What you’ll receive for the great work you provide:
SS26
Pay Range (Applicable to US Remote). Due to this role being remote, the actual pay range will vary depending on the geographical location of the candidateIs Sponsorship Available?
NoFlex is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. We celebrate diversity and do not discriminate based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status, or any other status protected by law. We're happy to provide reasonable accommodations to those with a disability for assistance in the application process. Please email accessibility@flex.com and we'll discuss your specific situation and next steps (NOTE: this email does not accept or consider resumes or applications. This is only for disability assistance. To be considered for a position at Flex, you must complete the application process first).Official account of Jobstore.
