#200565459-1
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