Packaging and Corrugated Support Leader

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Pittsburgh, PA
$1 - $99
Job Type
Direct Hire
Dec 15, 2017
Job ID
Our client is looking for a Support Leader Packaging & Corrugated to join their team in San Diego, CA office (They will consider these locations - Eagan, MN, Pittsburgh, PA, Fremont, CA, NH)
The Support Leader for Packaging and Corrugated Packaging business segment is responsible for the segment customer’s ongoing operational health.  The leader’s responsibilities fall into the following areas:
  • Market and Sales enablement
  • Customer advocacy:
  • Knowing and representing customer’s specific business and operational needs. 
  • Providing account sponsorship for defined accounts during support organization incubation in emerging markets.
  • Evolving support practices and methodologies in markets our client already operates in
  • Manage and be accountable to maintenance revenues.
  • Product evolution in support of the segment customers - feed to product management in the areas of deployability, maintainability and operability.
The Regional Support Leader is part and parcel of the region leadership team in strategizing and executing to the segment business and operational leads. Working closely with the segment operations heads to ensure high level of customer satisfaction across the customer base and make the support organization a key business differentiator.  With the Global Support Manager, product management and R&D, ensure that all support professionals are equipped to be successful in their bid to provide the support expected of our client’s worldwide customer base; assist in handling of customer escalations for any that fail to meet customer expectations, and works with the Director, Global Support EPS and the segment operations lead to implement long term support strategies.  The Regional Support Leader is expected to provide an exceptional, proactive, highly valuable customer experience.
  1. Primary responsibilities
  • Ensure that the customer’s success is paramount and develop a team with a strong sense of solving customer challenges by understanding the customer’s business
  • Implement a customer lifecycle approach within the team and drive customer reference programs that will have direct contribution to the growth of the segment
  • Visit customers and be an active participant in educating them on the value of the solutions and also provide customer success plans in collaboration with other internal departments
  • Represent EPS Support at all relevant customer-facing events for their region(s)
  • Work with the Global Support Director EPS and the segment operations lead in establishing support set up for new and emerging territories and markets for our client’s software business
  • Ensure the ongoing training, education and expected professionalism of the support team members vis-à-vis the organization needs
  • Work with the Global Support Managers and segment operations leads, to handle customer escalations as required, in accordance with the defined processes
  • Drive regular proactive communication and expected to build relationships with the customer base, both directly and through the Global Support team
  • Work with the Global Support Managers for EP&C, to provide a complete and concise Monthly Operations Review (MOR), with four areas of focus:
    • Customer health, including Focus, Reference, Top35 and Sales Pipeline accounts
    • Financial health of Enterprise Productivity Packaging & Corrugated Suite maintenance contracts, revenue and GM
    • Employee health, including training initiatives, team changes
    • Initiatives in alignment with our key imperatives
  • Partner with the sales teams in their region(s) in support of sales activities
  • Other tasks as determined by the Director Global Support, EPS
  1. Education and experience requirements
  • Extensive market-specific domain expertise and experience, either as a customer or a vendor in the Packaging and Corrugated space
  • Post-secondary degree, or diploma with relevant experience in one of the following disciplines:
    • Operations Mgmt
    • ERP/MIS administration
    • Packaging &/or Corrugated workflow
    • Packaging pressroom &/or corrugator mfg experience
    • CSR, order management, procurement, business process mgmt
  • Proven track record of excellent customer advocacy
  • Prior experience in providing customer support and advocacy for enterprise scale customers
  • Experience in launching and executing customer reference programs
  • Proven track record of having implemented customer advocacy programs in a technology company
  • Track record of achieving goals and revenue targets while maintaining high level of customer satisfaction
  1. Relevant skills & knowledge
  • Experience working with other ERP providers like SAP ,Oracle, EPICOR, DynamiX
  • Direct management experience
  • Demonstrated technical, component or workflow proficiency with our client’s software
  • Proven experience and results in a very fast work pace
  • Experience and success working in a matrixed organization
  • Proven experience to collaborate across functions and geographies
  • Superlative organizational and interpersonal skills
  • Confidence in talking direct to client contacts at all levels
  • Highly self-directed - ability to identify issues with component or personnel and take action to resolve
  • General computing skills, including email and internet based navigation
  • Fluency (verbal and written) in at least one of the following languages:  English, French, Dutch, German or Spanish, with any additional languages considered highly preferable