Director - Channel Support Operations, EMEA
The Director of Channel Support Operations is responsible for the following: 1) defining and managing effective processes and programs that ensure that Channel Partners are working effectively with Lawson’s Support operations, 2) adhering to the “support” obligations defined in their contracts, 3) achieving and growing channel support revenues and margins, 4) achieving acceptable customer satisfaction, and working with Channel Managers around the world on successful agreements and business relationships with Channel partners. Responsibilities include assessing agreements, monitoring revenue and margins, coordinating support enablement and training, process definition, performance assessments, tool and report development and Support relationship management. This role will work closely with other functional areas including Channel Management, Support Operations, Lawson Learning, Sales, Services, Launch and Product Management and Lawson Product Development.
Operational Effectiveness
- Define and manage all channel support processes globally achieving the channel partner revenue, expense, margin and operational objectives of the Support Division.
- Responsible for channel partner relationship management with the Maintenance Business Management leadership, Lawson support operations leadership, Partner leadership, etc. This position will normally interface with Lawson Director and Executive level management, as well as Reseller mid and high level management on a regular basis.
- Responsible for defining and managing all processes associated with enabling channel partners to support Lawson’s products including training programs and certification programs.
- Responsible for defining and managing all processes associated with enabling support case movement between the Lawson Support Division, channel partners and customers.
- Responsible for managing a staff as the program grows.
- Responsible for working effectively across divisional and geographic boundaries to achieve goals and objectives.
- Ability to absorb, understand and integrate new information into operational plans and tactics
Business Effectiveness
- Responsible for measuring and achieving all channel partner revenue and margin objectives.
- Responsible for developing metrics and tools needed to measure and report on support quality and customer satisfaction with channel partner customers.
- Responsible for developing and communicating financial and operational assessments and updates for all channel partners to Lawson leadership.
- Responsible for being the primary point of interface between Lawson Support and the Lawson Channel Management organization.
- Responsible for successfully managing other business development or operational projects and initiatives as assigned by the Support Division leadership.
Qualifications
- Ten to Fifteen years of experience in the enterprise software industry or equivalent
- Two to four years of direct or indirect support operations experience
- Two to fours years of direct or indirect channel management experience
- Three to five years project and program management experience
- Proven process ownership and content management skills
- Three to five years of proven leadership and influencing skills
- Bachelors’ degree or higher or equivalent work experience.
- Proven relationship building skills
- Excellent oral communication and presentation skills
- Detail-oriented and a self-starter with ability to multi-task
- Excellent planning, time management and decision-making skills
- Proven ability to absorb, understand and integrate new information into operations plans and tactics.
- Excellent writing skills
- Ability to work effectively in a “virtual” team environment to produce measurable results
- Ability to travel regularly around the world, but especially in EMEA and and APAC.
If you are interested in this opportunity, please send your CV to Audrey Gaspard-Kponton audrey.gaspard.kponton@fr.lawson.com
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