Detailed Role & Responsibilities

We are looking for a highly collaborative person with a passion for driving superb customer experiences and excellent employee experiences. This person will focus on driving Adoption and Readiness across key projects. The ideal candidate will have experience leading key projects, experiencing driving adoption within a team, and experiencing working across multiple teams to drive results and innovation.

Service Delivery:

Drive adoption of new features and products under your project areas.
Collaborate with other teams within the Customer Support Experience Org, BT, T&P, Enablement, and other teams as needed on projects
Ensure alignment across multiple clouds to provide a consistent case experience for customers and efficiencies of scale for support.
Drive results in all focus areas for all KPIs, with a key focus on CSAT and TTR
Collaborate with other cloud leaders to maintain high performance and continuously improve the support delivery experience
Active in driving the organization's overall V2MOM identified goals as part of the leadership team
Provide regular updates on projects to Cloud teams and Support Leadership
Drive readiness and change management ahead of project launches including documenting approvals, providing status updates, ensuring teams have needed enablement, tools, and resources.

Preferred Qualifications & Experience

Multi-Star Ranger
Experience leading a team with demonstrated results, particularly in adopting new features and processes successfully
At least one cloud certification, additional preferred.
Current Manager or Principal Engineer

Minimum Qualifications:

Meets and ideally exceeds expectations of their current role
Trailhead Ranger
Relevant Cloud Certifications as per current role requirements
Demonstrated collaboration, influential, mentoring and customer-focused competencies
* Alignment to a support hub required, with minimum of 3 days per week in-office.

Accommodations

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