Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
- Strategic Alignment and Operational Cadence
- Align the theater operating cadence with GCS’ overall vision and strategy
- Define and manage schedules for key meetings, ensuring focus on strategic priorities, key metrics, alignment to global programs, problem-solving and process excellence
- Performance Analysis and Reporting
- Regularly analyze baseline data to identify trends, patterns, and areas for improvement, translating insights into actionable recommendations into both strategic initiatives and routine operations
- Develop and implement robust data analysis frameworks to assess team efficiency, business performance metrics and global customer services initiatives against established KPIs
- Regularly prepare and distribute reports and dashboards that provide senior stakeholders with a clear and data-driven perspective on key trends and indicators
- Feedback and Improvement
- Establish a feedback loop with Support Delivery Managers and Engineers for insights into customer issues and bottlenecks
- Utilize this feedback to iteratively improve meeting structures, communication channels, and overall operational processes
- Process re-engineering and Pilot Programs
- Drive the operationalization of redesigned processes, ensuring seamless integration into day-to-day activities and alignment to global policy, process, systems and tools
- Identify opportunities for pilot programs aimed at testing and implementing innovative approaches to customer success operations
- Work cross-functionally to conceptualize, launch, and evaluate pilot initiatives, leveraging data and feedback to inform broader operational strategies
- Predictive Analytics
- Explore the integration of predictive analytics to anticipate customer needs and proactively address potential challenges
- Utilize data models to forecast future trends and recommend preemptive actions to enhance customer success outcomes
- Collaboration and Cross-Departmental Engagement
- Foster collaboration between different departments including - Go-to-Market organization, Renewals teams and Sales Operations, ensuring representation in relevant meetings and initiatives
- Be the connective tissue for JAPAC into the other GCS theatres and Global Technical Services Operations teams
- Foster collaboration and information-sharing across global teams to drive a cohesive and unified customer success approach
- Adaptability and Flexibility
- Build flexibility into operations to adapt to changing business conditions and priorities, while defining and tracking key metrics and KPIs in line with organizational goals
Your Experience
- 10+ years experience with a strong background in post-sales, field operations roles, preferably in a tech or cybersecurity environment
- Experience in fast growth, Services and/or Technology organisations and high degree of comfort with designing, implementing and improving operational cadences, processes, tools and documentation
- Ability to develop and implement effective strategies that align with organizational goals
- Skills in streamlining operations for maximum efficiency and effectiveness
- Strong analytical abilities to assess performance metrics and identify areas for improvement
- Ability to manage multiple priorities with a focus on data, outcomes and execution
- Ability to build and maintain positive relationships in a matrixed environment both within JAPAC and global
- Excellent communication and influencing skills to enable effective collaboration across cross-functional teams and senior stakeholders
- Strong presentation skills in written documents to ensure high quality, consumable content that includes complex data - familiarity with G-suite an advantage
- Ability to adapt to changing business needs and implement innovative solutions
- A strong focus on customer satisfaction and experience in managing customer relationships
- Bachelor’s or Master’s degree in Business Administration, Operations Management, Information Technology, Cybersecurity, or a related field or equivalent military experience
All your information will be kept confidential according to EEO guidelines.