Silicon Valley, CA, USA
relo=maybe
Reports To: VP of Services Product Management
Our client is the 4th largest Software Company in the world and the Global Services organization is the fastest growing of the four business units in the company. Recently Forbes Magazine called the company one of "The Best Managed Companies in
o Own and Drive the overall offering strategy and product road map for Support offerings for all Customers globally.
o Help to drive initiatives focusing on Customer Satisfaction with regards to Support and Support offerings.
o Drive the process of taking an objective and “fresh look” at what the company has for support offerings and lead the effort to make appropriate improvements for Best in Class support offerings
o Assess the market for Best Practices models at companies that have had great success in Support.
o Work extremely closely with all product divisions for input to determine how to best address and provide the Support Product offerings.
o Develop and implement policies that affect all areas of the company.
o Drive competitive analysis and benchmarking of Support offerings to an outcome that improves the company’s position and revenue for support offerings.
o Look at and address particular pain points that customers and partners are having in order to build new support/services offerings (i.e. ”Business Critical Services” becoming its own business)
o Defining and developing innovative programs for support services that increase awareness and revenue.
o Manage a globally dispersed team of approximately 5 support product management professionals.
o Work and continue to build relationships with Support Industry analysts and professional support organizations.
o Work closely and in collaboration with Support Product Marketing do deliver Go to Market and Sales Readiness for the support offerings.
Requirements
o 10-20 years overall success and experience with related work in the IT Industry
o Experience managing globally distributed teams of 5+
o A minimum of 5 years total management experience
o In depth knowledge of the Product Management process, specifically for IT services, and preferably for Technical Support services
o Solid fundamental business skills including analysis, business case development
o Exceptional influence management skills for extensive cross functional work
o Experience working effectively at a large global matrixed companies
o Particular strengths in communications skills both in the form of written and stand
o Have owned a business planning process and have been success executing against that plan
o Experience in Support operations is strongly preferred
o Pricing, experience in Support is strongly preferred
o Relevant bachelors degree from a prestigious University is preferred; Top 10 MBA, also preferred.
Interview of Job Poster (Gene Zaccor) by Cynthia Typaldos (of SPM Jobs)
Cynthia: "Gene - what is the most exciting aspect of this job?"
Gene: "This job is in USD1.4B division of the company -- it offers the opportunity to step into this role and reshape the all of the support service offerings - this includes best practices, customer feedback, eliminating non-performing support services, basically everything is up for grabs. The client is looking for a product person who can create support products rather than a person who has a only a history of being in software support."
If you're interested in this opportunity, please send a current résumé to:
Gene Zaccor
VP
Vantage Partners
gene@vantagepartners.net
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