Líder e Gestão
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Título: Services and Customer Success Manager
Cidade/Estado: São Paulo / São Paulo
We are looking for a Services and Customer Success Manager to join our global team. This is a “hands on” position, focused on execution, for a detail-oriented person looking for a big challenge and a great growth opportunity.The Services and Customer Success Manager, as a member of the segment leadership, will drive in conjunction with the segment leadership and other EPS team members the following business and operational aspects: Market development and sales enablement as it pertains to Services & Customer Success: Collaborating with various stakeholders (other GMs, Sales, marketing, finance, R&D, Product Management etc.) to develop the overall strategic business plan for the segment as it pertains to services offering, services delivery and customer success.Work with the General Manager, head of business & products and sales to evolve opportunity lifecycle approach to support market opportunity realization. Lead operational support during the sales life cycle.Drive reference programs.Collaborate with segment leadership and marketing, segment marketing activities planning and support execution. Customer advocacy:Establish EFI as our customers’ long-term trusted advisor and business partner.Lead the continuous improvement of the customers’ on going operational and business health in support of protecting and preserving segment recurring revenues Drive projects successful execution to ensure clients will both recommend us and continue to engage our servicesServe as an escalation point to resolve client issues including scope managementSponsor, develop and maintain key accounts personally Evolve Services and Customer Success practices and methodologies: Continue to evolve the Customer Success organization with strong ability and sense of solving overall customer challenges while deepening and broadening the understanding of the customer businessDevelop and coach a team to deliver industry leading solutions. Leads Statement of Work preparation for sales opportunitiesTrack project execution for large process improvement initiatives.Design and deliver regularly scheduled reports and executive presentations to review the status of operations performance across all functionsWork closely with operation functional teams to mitigate resource constraints and project issues.Develop process improvement initiatives and recommendations.Assist with the creation and communication of effective change management and communication plans for the leadership team and broader organization. Drive Services & Customer Success revenue generation and optimize P&L: Develop together with the segment leadership the Services and Customer Success P&L plan. Maximize revenue and contribution margin.Accountable to the services revenue generation to planAccountable to protect the segment maintenance and other recurring revenues as applicable Initiate and support lead generating through excellence and relationship building Contribute to product evolution:Support the Product team in relaying and understanding customer needs and requirements and developing the Product strategyReport on new product adoption and feedback from the customers and market Education and Experience:REQUIRED QUALIFICATIONS: BA/BS from an accredited university.ERP Experience Prior experience successfully leading teams of people through multi-month software system implementation and integration projects is required.Experience managing projects.Extraordinary project management skills.Ability to set and communicate priorities effectively; able to manage multiple and sometimes conflicting tasks and priorities.Excellent communication skills in writing, speaking, and presenting.Able to communicate complex and technical subject matter into business terms.Ability to step into projects already in progress and effectively assume a leadership role.Ability to collaborate with multiple countries, sites, functions and cultures.Experience with inorganic growth and onboarding/integrating acquisition companiesSpeaks Portuguese and able to converse and write in both Spanish & English DESIRED QUALIFICATIONS: Master’s Degree in Information Systems or Business Management.Project management or Six Sigma certification. Location: São PauloAverage travel is 50-70% of the time
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