Service Manager ~ Director(부장~이사)

	2020-01-13

Position: Service manager to Director

Commencement Date: ASAP

SoftBank Robotics, the global leader in workforce automation, is seeking a highly qualified Service Director, Korea to join a fast-growing team focusing on shaping the future with artificial intelligence and robotics.

We are looking to fill a new leadership role within Customer Success and Deployment teams to lead a horizontal capability championing the end to end management of the customer lifecycle.

This leader will partner with other critical functions like Sales, Marketing, Operations. This role will also be a key influencer for product engagement and leadership in the development of roadmaps.

 There are 3 sub-teams reporting under this Director role that collectively will drive the customer offerings strategy measured against retention and engagement for segment specific targets.

• MAIN RESPONSIBILITIES:

The teams reporting to this role will be responsible for Deployment of product, Pre-Sales engagements, Customer Support and the Repair and maintenance of the Softbank products. 

The team member must have a passion for customer driven insights, competitive benchmarking to prioritize work within areas of the customer lifecycle and maximize subscription volumes and minimize churn. 

Innovative leadership will help us think differently and shape the product’s trajectory by working with senior executive leadership to define strategy, success metrics and the supporting details of our long-term growth plans.

• REQUIREMENTS:

 
• A passion for  delighting customers through innovative services experiences is the  central theme of this role. We are looking for a proven leader and  motivator, with deep experience building and leading growing global  customer success organizations. At least 10-15 years’ experience in a services-based  technology industry or SaaS organization, with 5+ years in a leadership  role in Customer Success. (required   to have excellent project and people management skill)
 

 
• Must exhibit  strong people leadership… the ability to inspire an organization to  deliver and champion awesome customer experiences...demonstrated success  in building high performing teams including recruiting and retaining top  talent and coaching leaders to higher levels of impact
 

 
• Experience leading  Customer Success programs that focus on delivering measurable business  outcomes and value. Has driven organizations through rapid growth and  global expansion at scale, and understand the criticality of operational  excellence.
 

 
• Demonstrated  ability to effectively influence & partner with key internal  stakeholder teams including executive leadership across Intuit, cross  functional peers in Product Management, Product Development, Marketing,  Design and Data to ensure shared vision and the ability to prioritize and  drive initiatives forward in a highly matrixed organization
 

 
• Can create an  environment of innovation and continual improvement to re-imagine how we  deliver the customer experience championing the ability to maximize the  value of our products and services for our customers
 

 
• Exceptional  ability to mobilize and energize complex cross-org and cross-functional  teams to implement creative, innovative, best in class solutions
 
• To manage initial  deployment, customer success. customer care and repair.
 
• In charge of  minimizing churn rate of monthly subscription and finding more upsell  opportunities in installed facilities with sales
 

•  Familiarity about how to upsell is important 

 
• Fluent English  speaking skills
 

• PREFERRED EXPERIENCE:

• Experience in multinational company or multi-cultural background is preferred.

• Experience in the robot industry or high-tech, IT industry is preferred.