Director Technical Support and Customer Success
HERE Technologies
- Eindhoven, Noord-Brabant
- Vast
- Voltijds
- Lead transformational change agenda to achieve company’s Strategy Execution Plan (SEP) in the region.
- Drive the transformation agenda within EMEA TS&CS and globally, acting as a change agent.
- Lead a team of Customer Success Managers within EMEA to drive and own the complete customer lifecycle and define mission, objectives, and KPIs for Customer Success function
- Create a transformation plan based on comprehensive diagnostic of existing support landscape and ecosystem.
- Establish EMEA TS team priorities aligned with Regional Sales.
- Orchestrate a comprehensive continuous improvement plan encompassing process optimization, KPI tracking, alert escalation, system enhancement, feedback mechanisms, executive reporting alignment, round-the-clock support strategy, and ongoing learning and development efforts.
- Recruit top-tier technical resources and develop talent through best practices and training.
- Evaluate and improve technical support system performance(Service Now) and standardize and improves support tools and technology.
- Sponsors culture of innovation through employee engagement – Support center of the future
- Design and create best practice reporting and analytic capabilities
- 10+ years of experience including 6-8 years in a leadership role within Technical Support and Customer Success or Professional Services.
- Proven track record in major account/customer management(e.g., Enterprise Customers) and bringing large-scale programs to market.
- Experience in the location intelligence and GIS domain, as well as within the Automotive industry.
- Proven ability to interface and manage with all levels of an organization
- Strategic thinking, account/relationship management, analytical thinking, business acumen with ability to see the big picture
- Excellent communication and presentation skills including the ability to simplify complex thoughts and ideas.