Customer Success Director - Planning
JDA Software Group, Inc.
Monterrey, Nuevo León, Mexico
hace 15 días

About JDA Software, Inc.

JDA Software is the leading supply chain software provider powering today’s digital transformations. We help companies optimize delivery to customers by enabling them to predict and shape demand, fulfill faster and more intelligently, and improve customer experiences and loyalty.

More than 4,000 global customers use our unmatched end-to-end software and SaaS solutions to unify and shorten their supply chains, increase speed of execution, and profitably deliver to their customers.

Our world-class client roster includes 75 of the top 100 retailers, 77 of the top 100 consumer goods companies, and 8 of the top 10 global 3PLs.

Running JDA, you can plan to deliver . www.jda.com

Position Title

VP Customer Success (Supply Chain Planning)

Overview

JDA's vision for the future is the creation of an Autonomous Supply Chain™. To achieve this vision, we have started the transformation to a SaaS model.

As we transform as a company and culture, our needs for talent are also evolving.

The VP-Customer Success (Planning POD) is tasked to manage the global resources of Cloud and Support for a given Industry area of responsibility both directly and indirectly (for COE) to provide Support and Cloud Services to JDA's Customers to a consistently High Standard.

They are to undertake resource planning, escalation prevention and management, and set policy for their respective POD.

Responsibilities

  • Manages appropriate teams (PODs) globally to maintain a high level of satisfaction for the interaction customers have with JDA Support & Cloud / SaaS Services and also contributing to the global processes.
  • Participates in JDA management efforts to maintain high morale, low attrition, and excellent teamwork within both the Central and Regional Teams.

    Measures performance monthly using standard agreed metrics to ensure trends are quickly understood and also to maximize efficiency and efficacy of their teams

  • In conjunction, with other teams in Customer Success has collective responsibility for achieving revenue in line with budget as well as positive customer retention and margin goals relative to the impact of software sales.
  • Responsible for cost management, continuous process improvements, and collective adherence to all budget items and the overall P&L for Customer Success

  • Interacts with customers positively to develop a relationship and a clear understanding of Support & Cloud Services and their processes.
  • Is a part of the Leadership team that models positive interaction with other groups at JDA, and serves as a key resource for escalation of delivery satisfaction issues for all of JDA

  • Responsible for customer retention initiatives that include upgrades, SaaS migration programs by working with cross-departmental groups that include consulting, sales, renewal teams
  • Proactively involved in on-going strategic development within Customer Success and directs the Global Teams as appropriate.
  • Responsible for manpower planning, load balancing and prioritization of tasks within their POD and as part of the collective leadership team for Global Delivery

  • Leads collaboration activity with Product Management, Development, Industry Experts, Sales and Consulting to contribute to joint working for the benefit of the existing and future customer base
  • Proactively works with the other areas of Customer Success to reduce maintenance attrition and promote added services through ownership of all elements of service delivery provided by their POD and collectively across Global Delivery
  • Works with JDA management to identify potential successors and assists in developing and managing resource(s) to reach necessary goals
  • Own at least 1 strategic initiative that spans across Global Delivery
  • Required Skills

  • 10+ years’ experience in a similar leadership role
  • 5+ years’ experience in escalation management
  • 5+ years’ experience in SaaS and Cloud operations with experience leading large global teams
  • Experience with Software release, support and troubleshooting
  • Extensive customer facing experience- Domestic and International
  • Background or experience in retail operations processes and practices is a plus
  • Strong interpersonal skills, communication and leadership skills
  • Bachelors or Master’s degree preferably in Engineering, Business Management, related field
  • Chartered IT Professional (or equivalent) from a recognized industry body would be a benefit
  • Multi-language skills would be advantageous, good command of English is essential
  • Willing to travel 30 to 90 days per year
  • Key Measures to Success :

  • Customer Retention
  • Cloud NPS
  • Top Box satisfaction above 87%
  • Backlog reduction
  • Retain and grow Associates with minimal associate attrition
  • Development of Comprehensive Knowledge base
  • Reduce Time to Resolution
  • Enable associate growth and foster new career paths
  • Align with and achieve corporate objectives
  • Strong alignment with corporate initiatives
  • Our Values

    If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success and the success of our customers.

    Does your heart beat like ours? Find out here.

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