Imagine what you could do here. At Apple, great new ideas have a way of becoming phenomenal products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We are looking for a passionate leader to manage the JAPAC AppleCare Customer Success Team. We feature a collaborative environment with creative people, groundbreaking technologies, and best in class service and support experiences. Join us and make a difference!This leadership role will be supported by a team of Customer Success Managers who are focused on working dedicatedly with institutional customers on the post-sales of AppleCare Service and Support contracts. In this role, you will also be collaborating closely with Apple's Sales organization to help generate the revenue needed to fuel our ongoing development of products and services.DescriptionIf you are a business savvy individual who has an excellent understanding of Apple's unique Enterprise, Government, and Education customer focus and passion for excellence, this is the right job for you.People:Lead a team of diverse, highly skilled Customer Success Managers, empowering and enabling them to deliver best in class service and support experiences.Provide leadership and mentorship to team members, with an emphasis on coaching and career development and the achievement of both team and departmental goals.Nurture an environment that emphasizes collaboration, accountability, and creativity.Operations:Responsible for day to day oversight of Team performance and tasks to ensure customer satisfaction, retention, and expansion.Effectively coordinate resources and activities across a distributed team.Responsible for the successful execution of workflows, consistent with global processes.Enable the team to participate in account expansion - upsell and cross-sell opportunities.Develop, integrate, and execute regional customer support processes that meet the needs of customers, comply with product requirements, and enable growth opportunities.Flexibility with work hours across APAC and occasionally US time zones.Programs:Enablement of Proactive Services with the goal to enrich the customer experience, by anticipating and preventing problems from occurring, and constantly reinforcing value/ensuring full adoption of purchased services.Help define, prioritize, and deliver AppleCare product offerings and programs in the JAPAC region.Define and drive programs geared to ensure and enrich best in class service and support experiences.Minimum QualificationsMinimum of 5 years experience at an Enterprise Technology company with an emphasis on service and support.Experience with Technology Business Management, IT Services Management, or IT Mobile Strategies.Consistent track record working in driving customer adoption and retention.Excellent English communication and interpersonal skills, including issue tracking, triaging, crisis management, and presenting to all levels of leadership.Excellent listening skills with the ability to connect and develop meaningful partnerships to ensure a world-class customer experience, collaboration with Internal Stakeholders (up to the executive level): Customer Support Operations & Engineering, Field Service, WW Customer Success.Work from an Apple office required, in office workdays in accordance with Apple's Workplace policy.Travel up to 50%.Preferred QualificationsUnderstand and be able to demonstrate the principles to successfully run a business, incl. proven leadership track record and ability to collaborate and build strong relationships with customers.Proven ability to work cross-functionally - in the field and at corporate, to lead virtual teams and to coordinate at a theatre level - across time zones, cultures, languages.
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