APAC Customer Success Leader

Apple

3.7

(120)

Sydney, Australia

Why you should apply for a job to Apple:

  • 66% say women are treated fairly and equally to men
  • 66% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Company commitment that women earn the same as men performing similar work includes no salary history disclosure policy.
  • Apple University creates classes, seminars, and tools to help employees understand Apple’s culture, organization, and values.
  • Whether you donate time or money, Apple will match charitable contributions up to $10,000 a year.
  • #200565459-1

    Position summary

    elp generate the revenue needed to fuel our ongoing development of products and services.

    Description

    If you are a business savvy individual who has an excellent understanding of Apple's unique Enterprise, Government and Education customer focus and passion for excellence, this is the right job for you. People: - Lead a team of diverse, highly skilled Customer Success Managers, empowering and enabling them to deliver best in class service and support experiences - Provide leadership and mentorship to team members, with an emphasis on coaching and career development and the achievement of both, team and departmental goals - Nurture an environment that emphasizes collaboration, accountability, and creativity Operations: - Responsible for day to day oversight of Team performance and tasks to ensure customer satisfaction, retention, and expansion - Effectively coordinate resources and activities across a distributed team - Responsible for the successful execution of workflows, consistent with global processes - Enable the team to participate in account expansion - upsell and cross-sell opportunities - Develop, integrate and execute regional customer support processes that meet the needs of customers, comply with product requirements and enable growth opportunities - Flexibility with work hours across APAC and occasionally US time zones Programs: - Enablement of Proactive Services with the goal to enrich the customer experience, by anticipating and preventing problems from occurring, and constantly reinforcing value/ensuring full adoption of purchased services - Help define, prioritize, and deliver AppleCare product offerings and programs in the JAPAC region - Define and drive programs geared to ensure and enrich best in class service and support experiences

    Minimum Qualifications

    • Minimum of 5 years experience at an Enterprise Technology company with an emphasis on service and support

    • Experience with Technology Business Management, IT Services Management, or IT Mobile Strategies

    • Consistent track record working in driving customer adoption and retention

    • Excellent English communication and interpersonal skills, including issue tracking, triaging, crisis management and presenting to all levels of leadership

    • Excellent listening skills with the ability to connect and develop meaningful partnerships to ensure a world-class customer experience, collaboration with Internal Stakeholders (up to the executive level): Customer Support Operations & Engineering, Field Service, WW Customer Success

    • Work from an Apple office required, in office workdays in accordance with Apple's Workplace policy

    • Travel up to 50%

    Preferred Qualifications

    • Understand and be able to demonstrate the principles to successfully run a business, incl. proven leadership track record and ability to collaborate and build strong relationships with customers
    • Proven ability to work cross functionally - in the field and at corporate, to lead virtual teams and to coordinate at a theatre level - across time zones, cultures, languages

    Why you should apply for a job to Apple:

  • 66% say women are treated fairly and equally to men
  • 66% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Company commitment that women earn the same as men performing similar work includes no salary history disclosure policy.
  • Apple University creates classes, seminars, and tools to help employees understand Apple’s culture, organization, and values.
  • Whether you donate time or money, Apple will match charitable contributions up to $10,000 a year.