2. Deploy digital acceleration actions: including Building Advisor and Customer Success Management playbooks

3. Deploy services scorecard and best practices

4. Assist countries in deploying and using service management processes, tools and blueprint to drive long term services transformation and efficiency

5. Engage with countries and LOB team to provide input to develop best in class service offers

2. Connected Service Hubs Collaboration: Building Advisor Accounts under management directly through India Connected Services Hub & collaboration with UK and US Connected Services Hubs.

1. Build & monitor the capability in Connected Services Hub (India) to expand remote services coverage from existing Cloud and Service Provider strategic accounts to other customers.

2. Identify opportunity for Connected Services Hub to provide back-of-house services to countries, to provide efficiency, lower costs in-country, consistent, reliable services for customers

3. Maintain high quality service provision via India Connected Services Hub - Building Advisor service, deployment and expert review; 24/7 BMS and EPMS support for strategic customers.

4. Co-ordinate with Clockworks Analytics on training, processes, and tools to ensure high quality, efficient outputs.

Leading KPIs

International Zone Service Category Management

• Orders, Sales, Margin

• Transitions growth, % Install Base to EBO, pipeline

• Service plans growth, attachment rate, renewal rate

• Field quotes growth, % FSRs participating

• Price increases, utilization, customer satisfaction

Connected Services Hub

• Costs

• Efficiency

• Quality of output

• Customer satisfaction (direct customers and country teams)

1. Deploy best in class Digital Buildings Services playbook in the zone: Demand creation on transitions, Service Plans, Field Quotes, and deploy pricing actions,

• Grow ASP recurring revenue, including SL2 conversion

• Drive Legacy BMS Install Base transitions : Track Installed Base by deployment of Global tools, clear coverage, action plan by account with a focus on Top 15

• On Demand Field Quotes Campaigns : Drive Field Quotes from Field Service technicians with field quote/lead generation tool deployment, incentives and campaigns to grow $/Field Service Representative

• Deploy Services Pricing Actions

• Provide proactive inputs to Offer development with feedback from countries and on competitive landscape

2. Digital Acceleration :

• Deploy Building Advisor playbook : Country maturity model and lead/coach top opportunities/accounts conversion

• Deploy customer success : Manage churn with best in class Customer Success Management, and drive customer success.

3. Deploy services scorecard and good practices

• Conduct monthly business reviews with key countries in zone

• Prepare monthly and Quarterly Business Analysis to provide clear visibility to the management and countries on success and areas of attention to improve

4. Assist countries in deploying and using service management processes, tools and blueprint to drive long term services transformation and efficiency

• Track metrics such as utilization

• Advocate, monitor compliance with global tools and process, recommend and track corrective actions

4. Build capability in Connected Services Hub (India) to expand remote services coverage from existing Cloud and Service Provider strategic accounts to other customers

• Identify best opportunity - segment, region etc

• Develop business plan

• Implement if approved

4. Identify opportunity for CSH to provide back-of-house services to countries, to provide efficiency, lower costs in-country, consistent, reliable services for customers

• Identify best opportunity - segment, region etc

• Develop business plan

• Implement if approved

5. Maintain high quality service provision via central hub - Building Advisor service, deployment and expert review; 24/7 BMS and EPMS support for strategic customers

• Monitor delivery KPIs and drive continuous improvement (speed and quality)

• Co-ordinate improvements in process and tools with hub team, and also with Line of Business and Clockworks Analytics (eg EZ BA)

• Drive efficiency in costs and delivery

Qualifications

Working E xperience:

• Preferred University Master's degree (Engineering and/or Business)
• Master's degree in international business management (MBA) will be a plus
• Minimum 10 years in customer interfacing roles preferably in multi country role.
• Previous experience in Services
• Ability to understand, influence & convince customers and internal stakeholders in a complex, fast moving set up
• Aptitude stand time pressure and stress while keeping high performance level
• Ability to develop and manage customer relationships at the senior leadership and influence levels
• Leadership in the use of digital tools (BFO, Totango, Teams) for personal efficiency and country/customer engagement
• Strong skills using Microsoft Office suite of applications (Excel, Word, Powerpoint)

Business Understanding :

• Good Verbal and Written communication skills in English
• Ability to simulate estimation models to forecast and drive decisions
• Analytical - critical reasoning and quantitative analysis skills a plus
• Understanding of our digital service tools (eg Building Advisor) and how these are used to drive customer outcomes

Schedule: Full-time
Req: 008VWR