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Director, CloudBlue Customer Service

Santander, Spain
Job ID: 43201

Description

Do you crave the creativity and freedom of a startup but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level?  

CloudBlue, a business unit of Ingram Micro, is the only cloud commerce engine with a proven hyper-scale digital platform, and today powers the world’s largest service provider marketplaces, totaling more than 30 million seats globally. CloudBlue is the result of $500 million in investments, including the acquisitions of Odin, Ensim, and four others software companies. Our CloudBlue commerce platform enables companies to rapidly increase their level of success in the cloud market by building, scaling and monetizing services. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry. 

CloudBlue is seeking a Director, CloudBlue Customer Service. Reporting to the head of Cloudblue, you’ll be responsible for all aspects of supporting CloudBlue platform customers. Your responsibilities include managing in-house customer support, dedicated engineers and technical account managers, and external support and managed service vendors. You’ll collaborate with sales, professional services, and R&D teams. You must be a customer-first thinker, articulate in your written and verbal communication, and a resourceful self-starter ready to make an impact.

Ingram Micro’s mission is to help businesses to fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy. 

Your Role (responsibilities)

Responsible for driving a seamless customer experience: includes building out and leading an omni in-house customer service team with third-party vendors.
Manage the P&L of support and managed services ($5-10M ARR) for CloudBlue, and drive profitability.
Improve NPS (Net Promoter Score) and CSAT (Customer Satisfaction) metrics.
Drive and strategically expand the internal customer service department, including:
CloudBlue customer support
Dedicated/on-site engineers
Technical account managers (TAMs)
Customer Services Analysts
Lead and professionally grow the managers and other key individuals within your department.
Manage external support and managed services vendors to ensure high quality of services and efficient collaboration with the internal customer service and other CloudBlue teams.
Manage contracts and work orders with external support and managed services vendors.
Closely collaborate with other CloudBlue functions, such as sales, professional services, and R&D, and deliver a “Customer First” strategy.
Create a culture and processes which achieve the business goals and objectives with regards to customer service.
Ensure workforce planning meets service level standards, training, and quality for desired service hours.
Continue optimization of the cost to serve.
Accountable for ensuring full regulatory compliance and legal requirements – identification of any potential risk issues.
Drive innovation by leveraging industry best practices in technology.
Manage and resolve customer escalations.
Continually develop improvements and embed successful change projects.
What You Should Be Able To Deliver

Grow the in-house customer service teams (customer support, dedicated engineers, technical account managers, analysts) for CloudBlue Commerce and CloudBlue Connect.
Maintain transparent work processes between the in-house customer service teams and external support and managed services vendors.
Define KPIs and measurement practices, analytics, and reporting methods to assess & optimize our customer service performance.
Ensure that customer services are profitable for CloudBlue.
What You Should Bring To The Table

3+ years leading customer-facing organizations such as Professional Services, Customer Support, or Customer Success
5+ years management experience - hiring, training, and retaining top talent.
7+ years working in customer service, customer success, or professional services role.
Prior experience with CloudBlue platforms is a plus.
Strong strategic and customer focus with a clear understanding of the broader issues.
Established track record of exceeding targets, KPI’s, Service Level Agreements (SLA’s) in a quality-led, compliant environment.
Excellent communication and negotiation skills (English) to communicate with our worldwide partners (up to C-level) and internally.
Influence others and be a vocal leader across the organization.
A self-motivated individual capable of working in a fast-paced, dynamic environment.
A Bachelor’s Degree (BS/BA) or equivalent experience; MBA, preferred.
Spanish language is a big advantage.
Availability to travel 20% of the time.
Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.
CloudBlue
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