В Kaspersky Lab требуется Head of Professional Services and Customer Success.
The key functions of the role are:
- Development of the direction of professional services provided by product and service support teams
- Building long-term relationships with the client
- Development and implementation of best practices to increase the value of products and services for the client
- Development of processes for proactive work with clients, onboarding of key clients, collection and analysis of feedback from clients on professional services
- Interaction with clients to identify areas when working with LC products/services to develop and increase value for the client
- Professional services portfolio management and continuous improvement at the global level
- Formation of business requirements in terms of professional services and client success
- Development and management of the Customer Success and Project Office teams
Day to day key activities summary:
- Collection and analysis of feedback from clients on the services provided, identification of areas for improvement
- Cost control for the provision of professional services, development and, if necessary, application of measures to contain or reduce costs
- Development and application of approaches to optimize the provision of professional services without loss of quality
- Creation and maintenance of processes of implementation and integration of solutions into the infrastructure of customers
- Building and ensuring the process of continuous interaction with the client
- Construction and maintenance of the onboarding process for new clients
- Development, approval and implementation of the client development strategy
- Processing and analysis of business requests for the possibility of providing complex services that require the involvement of related teams
- Preparation and launch of a portfolio of professional services together with business units (product marketing, business development, sales, product management, etc.)
- Together with experts, preparation of technical documentation, guides, instructions for the provision of services, cross-functional interaction processes
- Advising the regions on issues related to the sale and provision of professional services: the establishment or selection of the right SKU, cost estimation, the possibility of attracting HQ, legal obligations and requirements of local legislation, and so on. Coordination and responsibility for the successful implementation of key projects that require the involvement of several regions, experts from the support team, R&D, pre-sales, etc.
- Collaborate with business units to generate ideas and test hypotheses to improve professional service and customer success metrics (sales, customer health, onboarding rate, renewal rate, attach rate, expenses)
The result and outcome of the role are to:
- Implementation of complex projects proceeds as expected and within agreed budgets
- Established a process of continuous feedback collection and portfolio improvement from the sales department
- The process of continuous collection of feedback and onboarding of customers has been established and is working
- Bones are maintained at an acceptable level
- All incoming requests for professional services are provided and satisfied
- KPI’s: Customer Health; Onboarding Success Rate; Renewal rate; Attach rate; Churn rate; Cross sell / Up-sell
Required education & work experience:
- Higher technical education
- ITIL certification (Foundation or higher)
- Courses in management, personnel management/psychology
- At least 5 years in business development / project management / service management / Customer Success
- Experience in managing large projects, compiling business requirements, tracking a large number of requests
- Experience in working with large corporate customers
- Experience in product management or own business related to an IT product or service is desirable
Knowledge, skills and abilities:
- Knowledge of the basics of modern anti-virus applications to protect network endpoints and home users, firewalls, security administration tools, advanced threat detection and monitoring tools, and other information protection software tools
- Knowledge and understanding of the main business processes, agreements, procedures and instructions, the scope of which extends to the activities of the department, the ability to work with process documents at all stages of their life cycle, understanding the organizational structure of the company and the main global business processes
- Knowledge of the basics of the modern market of IT services, the principles of organization and operation of the technical support service of various forms and levels
- Strong interpersonal skills and the ability to lead and inspire middle management to drive company growth
- Ability to create client development strategies, implement them, monitor performance and achieve goals
- Analytical mindset with the ability to solve complex situations and problems; development and improvement of processes; as well as task planning and delegation skills
- Experience with ITSM, ALM, BI systems, strong skills in working with the main internal systems and services of the company used by technical support staff, knowledge of the basic principles of their operation
- Proficiency in English at a level not lower than C1/advanced
- The ability to think analytically, the ability to assess the risks of decisions and their consequences
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