Director Technical Support and Customer Success

HERE Technologies
Amsterdam, The Netherlands/Remote
Added: April 26, 2024
What's the role?

We are seeking a P&L experienced leader to elevate our Technical Support (TS) and Customer Success (CS) organization into a world-class platform software support center. This leadership role is pivotal in delivering post-sales implementation and support for all HERE products and services in the EMEA region. Additionally, this strategic position drives the adoption of HERE products/solutions and identifies growth opportunities to expand HERE’s footprint while demonstrating value and benefits to customers. The ideal candidate will establish vision, strategy, execution, and metrics for the EMEA region, aligning with the regional EMEA Sales team and balancing performance and transformation agendas while meeting customer commitments.

Main Responsibilities

  • Lead transformational change agenda to achieve company’s Strategy Execution Plan (SEP) in the region.
  • Drive the transformation agenda within EMEA TS&CS and globally, acting as a change agent.
  • Lead a team of Customer Success Managers within EMEA to drive and own the complete customer lifecycle and define mission, objectives, and KPIs for Customer Success function
  • Create a transformation plan based on comprehensive diagnostic of existing support landscape and ecosystem.
  • Establish EMEA TS team priorities aligned with Regional Sales.
  • Orchestrate a comprehensive continuous improvement plan encompassing process optimization, KPI tracking, alert escalation, system enhancement, feedback mechanisms, executive reporting alignment, round-the-clock support strategy, and ongoing learning and development efforts.
  • Recruit top-tier technical resources and develop talent through best practices and training.
  • Evaluate and improve technical support system performance(Service Now) and standardize and improves support tools and technology.
  • Sponsors culture of innovation through employee engagement – Support center of the future
  • Design and create best practice reporting and analytic capabilities

Who are you?

  • 10+ years of experience including 6-8 years in a leadership role within Technical Support or Customer Success or Professional Services. Experience in a consulting organization in the technology industry is also appreciated.
  • Proven track record in major account/customer management(e.g., Enterprise Customers) and bringing large-scale programs to market.
  • Experience in the location intelligence and GIS domain, as well as within the Automotive industry.
  • Proven ability to interface and manage with all levels of an organization
  • Strategic thinking, account/relationship management, analytical thinking, business acumen with ability to see the big picture
  • Excellent comunication and presentation skills including the ability to simplify complex thoughts and ideas

In this role, you will have the opportunity to w ork highly independently with regular engagement and direction from the Vice Presidents and C-levels. You will d rive and motivate cross functional groups within HERE to meet and exceed expectations on shared deliverables.

As part of HERE Technologies employment process, candidates will be required to successfully complete a pre-employment screening process. This offer and any related claims are subject to the successful completion of pre-employment screening. This will involve employment, education, and criminal verification if applicable.

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Who are we?

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.