Director, Appliance Support Delivery

Veritas Heathrow , FL 32746

Posted 4 months ago

Role Summary:

Reporting to the Leader, Global Appliances, this position is responsible for the overall productivity and effectiveness of the Appliances Technical Support Delivery teams, which support Veritas customers across all Appliances product lines.

Responsible to drive team success, leveraging global process and methodologies to ensure results, metrics, CSAT and team productivity are maximized. Working in partnership with internal and external stakeholders to ensure team objectives and priorities are aligned with the Customer Success and Global Appliances Support strategy.

The position requires an authentic leader with a customer first mind set, who is capable of leading teams though organisational change and development. Instilling a high performing team culture, with a broad understanding of the external market, customer base and customer success methodologies.

Key Responsibilities:

  • Lead the Global Appliances Technical Support Delivery team, to deliver required CSAT objectives, reduce customer escalations in parallel of meeting other productivity targets and goals

  • Drive priorities and goals aligned to the Veritas Customer Success strategy and Customer Experience

  • Ensure operational rigor and support programs are implemented and successfully administered for effective achievement of objectives and goals

  • Instill a culture of accountability, empowerment and trust

  • Partner and participate with peers in other regions/geographies to enable cross-functional collaboration and best practice initiatives, contributing to the overall global technical support experience

  • Collaborate and effectively influence cross-organizational stakeholders within multiple business units including Enablement teams, Sales/Sales Operations, Human Resources, Engineering and Product Management

  • Engage as appropriate in customer escalations, representing Veritas with bearing and empathy

  • Communicate effectively across the assigned team to ensure alignment on objectives and critical priorities

  • Build strong inter-personal relationships with peers, customers and other key stakeholders to deliver a smooth execution of common goals and business deliverables

  • Lead team of assigned managers with multiple groups of Appliances technical support engineers, supporting Veritas customers across all Appliances product lines.Applying best practice strategies to hire, develop, coach and retain talent

  • Develop, implement and effectively administer support programs, which are consistent with corporate, global technical support, and global Appliances support objectives and strategy, to drive continued Customer Success

  • Partner with senior leadership teams to ensure the overall operation of the department is effectively meeting the Veritas strategic goals, customer needs and external competitive requirements

Specific Role Requirements:
The role requires a working knowledge of the following competencies:

  • 12+ years of professional experience in the customer success industry, preference in customer technical support, or applications implementation area of the high tech or software industry

  • Experience with appliances hardware, consumer software, or database software

  • Exceptional customer focus, with ability to understand customer needs

  • Demonstrable understanding of the market requirements, customer base and challenges facing a fast growing company

  • Proficient in conflict and change management

  • Leadership skills with proven ability to lead, coach, develop

  • Experience working in a diverse, global environment

  • Ability to devise and implement business plans

  • Excellent analytical and organizational skills

  • Authentic leadership, including ownership, honesty, accountability, empowerment and trust

  • Ability to interact and communicate effectively with all levels of the organization

  • Strong problem solving and service delivery skills

  • Excellent communication.Verbal and written communication skills and the ability to multi-task

  • Results driven, ability to motivate and inspire all levels of staff

  • Must be focused on quality i.e. delivering excellent services to the company and key stakeholders

  • Problem solving with ability to deliver in a complex environment

  • Ability to design and drive individual and team performance and productivity improvement

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Training Delivery Specialist V

Blue Cross Blue Shield Of Florida

Posted 2 weeks ago

VIEW JOBS 9/30/2019 12:00:00 AM 2019-12-29T00:00 The Training Delivery Specialist V is responsible for delivering formal instructor-led (classroom and virtual) training, facilitating discussions to support the implementation of informal training solutions, and providing coaching and performance based feedback to employees enabling them to perform the requirements of their roles while maximizing their time to full job competency. This includes the delivery and facilitation of learning solutions encompassing product, compliance and job specific process knowledge; sales, and customer retention skills, knowledge of how to use and navigate various systems, tools, websites etc., employees use daily on the job. Essential Functions: * Focus will be on delivering high touch training to CGA's in the Consumer segment * With emphasis on new hire employees, deliver and facilitate health & ancillary product training spanning consumer, government & group markets. Facilitate sales, and retention skill-based training; and system, employee tool, etc. overview training in both an in person and virtual environment * With emphasis on new hire employees, deliver and facilitate system and business process training for multiple job roles and/or multiple sales channels, or support areas in both an in person and virtual environment * With emphasis on existing employee development, facilitate in person and virtual reinforcement sessions on a variety of product, system & job role, support area business processes. This role could be in any of the functional delivery areas * With emphasis on broker education, conduct needed education/training sessions to support Consumer/Small Group markets * With emphasis on leadership development, individuals in this position can also be called upon to deliver components of leadership development, emerging leader and employee engagement programs whose content is targeted toward line managers and supervisors * Based on working knowledge of performance objectives associated with multiple job roles, GuideWell areas and under guidance of a senior delivery specialist, provide coaching and feedback to management on progress of an individual learner and a group on their ability to best apply knowledge, skills, tools and job processes * Operating independently, provide feedback to the instructional design and development team regarding product content and skill adaptation enhancements aimed at increasing a learner's time to competency * Partner with instructional system design and development team to deliver pilot courses and provide feedback on instructional soundness of materials, including assessments * With guidance from learning leadership, recommend best practices in facilitation principles which support formal and informal, solutions in an in person and virtual environment that take into account technology platforms * Perform administrative responsibilities, such as evaluations on course and delivery effectiveness, classroom surveys regarding set-up/upkeep/system images, and system performance & other duties as assigned Required Work Experience: 4 years related work experience or equivalent combination of transferable experience and education. Experience Details: Training delivery/facilitation experience in an in person environment which includes 1 – 2 years of experience in virtual classroom facilitation Required Education: Related Bachelor's degree required Training, education, human resources, business, or other related fields Additional Required Qualifications: 4 Years of delivery/facilitation experience can be supplemented with 3 - 5 years of relevant work experience in sales, customer service, billing and/or claims processing, with sales and service roles being performed in a health/insurance related organization preferred and 1 – 2 years of training/facilitation experience in an in-person environment. Demonstrated knowledge of adult learning theory & principles Seasoned written and verbal communication skills which includes demonstrated ability to facilitate training. Ability to address non-routine of requests and/or solve non routine business related issues Ability to complete multiple assignments in a compressed time-frame Ability to work in a fluid environment where business and organizational direction changes occurs frequently Seasoned knowledge of Kirkpatrick and Philip learning evaluation models with experience in knowledge proficiency and on the job transfer. Ability to interpret business related results into actionable items for individual growth and development. Ability to quickly develop business relationships Ability to provide feedback to elevate the performance level of an individual or team Preferred Education: Bachelor's degree Training, education, or human resources Additional Preferred Qualifications: * Bilingual (English AND Spanish or Creole) strongly preferred * 5 or more years of experience delivering training to non-exempt and exempt employee audiences * 1 or more years of experience delivering training to front line managers and/or supervisors * Knowledge of Florida Blue health and ancillary products and systems * 215 License is preferred. Individual is expected to actively pursue and obtain 215 license within 12 – 18 months of being in the role * Industry recognized facilitator certification (i.e. ATD Certification, Achieve Global, etc.) General Physical Demands: Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally. Regular Driving We are an Equal Opportunity Employer/Protected Veteran/Disabled. Blue Cross Blue Shield Of Florida Heathrow FL

Director, Appliance Support Delivery