Head of Customer Services (Advocacy) for Global Video Collaboration
The Head of Lifecycle Customer Services, Global Video Collaboration Commercial (GVCC) business is responsible for creating and maintaining the global customer lifecycle practice for Logitech. Logitech has established itself as a Video Collaboration (VC) hardware innovator and industry leader. There is an extensive distribution and partner ecosystem. The VC Business Group and Customer Experience teams are establishing Tier 1-Tier 3 customer support and product development processes to provide best in class customer engagement with Logitech. The Lifecycle Customer Advocacy team is responsible for ensuring Logitech puts the customer first by aligning the sales and customer success teams, customer experience group, and business group product operations teams. Your mission: differentiate the Logitech customer experience through a lifecycle strategy that results in revenue growth, market relevant service offerings, industry leading attach rates, and clearly managed customer insights and customer engagements. This team has multiple internal stakeholders that enable its success: Services, VC Sales & Marketing team members including Customer Success Managers and Sales Engineers, the Video Collaboration Business Group (product operations and engineering), and Customer Experience.
The successful candidate will be a seasoned customer success, services, and sales leader from the enterprise hardware and software industry. The Head of Lifecycle Customer Advocacy will have experience managing distributed work teams selling services and hardware, defining services growth strategies while driving growth. This executive must also be an outstanding leader of people. Your Contribution:
Be Yourself. Be Open. Stay Hungry and Humble. Collaborate but Challenge. Decide and just Do. These are the behaviors you’ll need for success at Logitech. In this role you will:
Grow the GVCC services revenue through a competitively differentiated customer experience
Establish a lifecycle customer management model
Build the customer advocacy revenue growth strategy for Logitech’s GVCC business
Partner with Services, Customer Experience, VC Business Group Product Operations, Sales and Marketing to define key priorities to build customer loyalty
Create a service attach rate standard for Logitech’s GVCC business
Develop a partner services model to complement the global distribution and channels ecosystem.
Drive customer loyalty through customer advocacy engagement through events, user groups, and insights.
Define customer success management global best practices and standards
Launch customer success KPI’s in partnership with sales regions
Identify operational gaps and create offers for Logitech and channel partner sales teams
Partner directly with Finance to regularly measure P&L performance, growth, and productivity by market, region, and geography and validate annual business planning
Communicate feedback from customers, partners and research regarding how we can enhance our customer m experience in the space.
A requirement is to communicate, motivate, leverage, and manage the sales and engineering internal teams to execute on our sales commitments together with our partner community to drive continued growth and acceleration of the global VC services business.
Your Skills: For consideration, you’ll bring the following skills and behaviors to our team:
A minimum of 20 years of services, sales, and customer advocacy leadership roles responsible for driving enterprise technology solutions into Fortune 1000 and/or SLE institutions globally
Experience as a senior executive leading a global team in a matrix environment
You should prefer building and growing teams versus maintaining what already exists.
Preferably, you have carried a quota/led sales and/or channels teams in your historical experience.
Proven experience delivering increased services attach rates in global and midmarket enterprise accounts
Track record of goal achievements in an intense, fast-paced, rapidly changing and results-oriented environment.
Strong leadership skills and experience managing + building global organization of 50 people or greater.
An influential leader who does not require positional power to drive change and growth in a fast-growing global business environment.
An ability to maintain order during times of rapid company growth.
High emotional quotient and ability to navigate a globally diverse set of cultures, perspectives and expectation in a heavily matrixed structure.
Excellent negotiation skills for customer engagement to maximize customer relations, sales performance expectations in key performance areas, and stakeholder management.
A scrappy, hands-on approach and willingness to do what is needed to support your teams and drive the business forward with speed and flexibility.
An innovation mindset. Be willing to always try new things, make bets, and take calculated risks.
Experience managing culturally and geographically diverse teams, particularly in countries throughout Europe and Asia.
Bachelor’s or equivalent, MBA preferred
Logitech is the sweet spot for people who are passionate about products, making a mark, and having fun doing it. As a company, we’re small and flexible enough for every person to take initiative and make things happen. But we’re big enough in our portfolio and reach for those actions to have a global impact. That’s a pretty sweet spot to be in and we’re always striving to keep it that way.
“All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.”
If you require an accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 510-713- 4866 for assistance.