(COMPANY NAME) is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the (COMPANY NAME) Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the (COMPANY NAME) end-to-end customer experience. This newly expanded organization reflects the (COMPANY NAME) ambition to be known as a customer experience company, ensuring our (COMPANY NAME) mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
(COMPANY NAME) has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
The Customer Success Resource Management team is part of the Global Capacity Planning & Management (GCPM) as a global function, under (COMPANY NAME) BEO organization, to own and manage resourcing for the Customer Experience & Success (CE&S)/Customer Success Unit (CSU) organization. Our team is responsible for efficiently and effectively staffing billable resources to deliver customer outcomes and enable CE&S to achieve its financial and customer satisfaction goals. We do this by enabling the hiring and staffing of CE&S Engineers across areas, and provide strategic workforce planning recommendations to the field management team through the continuously evolving GCPM CE&S EMEA Rhythm of the Business (RoB).
We are hiring a Delivery Resource Manager in EMEA. Our RM team is partnering across 6 areas in EMEA - UK, Germany, France, CEE, WE & MEA, plus the Global Solution Areas and Cross-Solution Delivery groups.
This position is responsible for making prioritized staffing decisions, navigating through technical, political, and organizational complexity, and resolving conflicts to drive customer satisfaction. Achieving utilization and bench targets, fulfilling demand for Customer Engineering (CE) within defined service levels, maintaining data integrity throughout the resourcing process, and highly capable of converting the daily operations into strategic insights while providing sound business recommendations are core requirements for the Customer Success Resource Manager role. The role will also be the strategic resourcing partner with the field managers in resolving escalations, and assessing individual engineer skills, and provide recommendations/guidance for developing engineer readiness plans with CSU management team, in order to increase the skills to meet the demands of the business.
The Delivery Resource Manager is a trusted advisor to area CSU management team, as well as a member of their extended team, insuring constant understanding of the business needs and insights in order to provide timely staffing advises. This role is ultimately responsible for formulating and implementing our resource strategies across the aligned areas, with aspirational alignment as the EMEA virtual lead in assigned focus. Persons in this role shall demonstrate and maintain strong partnership across all levels, strong business acumen, and the ability to formulate and execute a detailed plan to meet business goals and customer needs. In addition, the ability to be flexible, take on challenges outside of current knowledge, and skill sets to meet CE&S/CSU evolution will be critical to achieve success
* Extensive years of business experience in a global team setting within Professional Services/Customer Support organizations
* Relevant industry & technical knowledge, self-motivated & result-oriented
* Comfortable with hands-on operations (including but not limited to daily staffing transactions, escalations, reporting, and data analysis) in a fast-paced matrixed organization
* Solid experience applying analytical methods to business problems, presenting the story behind the data in a structured way, and driving improved decision-making and outcomes
* Ability to manage ambiguity in an evolving and dynamic environment and the ability to challenge stakeholder requirements and drive good trade off decisions
* Strong attention to detail and the ability to balance and prioritize multiple tasks to reach results within deadline
(COMPANY NAME) 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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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 (COMPANY NAME) and the country where you work
|Posted on:||03 Aug 2022|