Executive Manager, Support

Location

Swindon | United Kingdom

Job description

Hexagon’s Asset Lifecycle Intelligence division (Hexagon) is searching for an Executive Manager, Global Support to manage EMEA global support team and to serve as the primary point of contact for EMEA customers and stakeholders in support matters.

This position will report to Executive Director, Global Support and will collaborate with regional stakeholders, global support managers, development managers and product owners. In this capacity, the Support leader will be responsible for customer satisfaction and operational efficiency by tracking success measures of quality/ efficiency.

The successful candidate will:

• Enable their department/teams’ ability to succeed by monitoring and measuring performance, providing feedback, plan trainings, coaching, recognizing and rewarding contributions, acquiring resources, problem solving, and communication.
• Routinely respond to inquiries from customer representatives at all levels regarding ongoing support engagements, questions of tactical and strategic direction for company and concerns customer may have on any topic.
• Oversee preparation of progress/status and other relevant reporting, documentation and communication to management and stakeholders to effectively communicate the metrics of operations for the solution support teams.
• Collaborate with product management, QA and development organizations to align efforts towards success of products in the marketplace.
• Collaborate with direct managers to proactively attract, develop, motivate and retain talent to ensure that the team is appropriately staffed with the right people and skills to meet business needs.
• Establish and maintain constructive relationships with customers, direct reports, other managers or peers, functional groups that provide support and senior management.
• Work with management and the Human Resources team to develop strategic plans to meet retention, recruitment and performance goals; as well as other resource related matters.
• Drive continuous improvements of support operations by influencing the impacted stakeholders and gaining buy-in from matrix teams.

Required:

• Broad knowledge of solutions offered by Hexagon A.L.I.
• A comprehensive knowledge of industries served by Hexagon A.L.I and customer base.
• A Bachelor’s or Master’s degree in a related technical discipline (i.e. Computer Science, Engineering).
• A minimum of 15 years of experience in either Technical Support or Consulting for large scale enterprise software solution(s).
• A minimum of 10 years of specialized technical expertise related to large scale enterprise software solution(s).
• A minimum of 7 years’ experience managing a team of professionals that includes performance management, mentorship, career development, and planning.

Preferred:

• Experience in driving department wide projects to improve operations.

Job tags

Salary