Job Purpose:
The CS Manager is a key role responsible for providing leadership and technical supervision to GCS staff to help ensure the growth of the business within the market through the provision of an excellent customer support experience.

The job holder is accountable for the delivery of professional services to customers, either internally or externally, covering Post-sales Product Support, Training, Consultancy, Implementation and Success Services for AVEVA Engineering applications

This position will have responsibility for provision of GCS resources and may be required to travel at short notice as a representative of the company wherever necessary.

Principal Accountabilities:

Build and manage an effective pool of GCS resources that are highly skilled, well trained and able to meet the demands of our customer base. Specifically, these resources should have the capability to:
Provide a professional L1 and L2 Helpdesk service with high levels of customer satisfaction.
Provide high quality, specialist Product Training virtually/remotely, in AVEVA training centers and at customer sites.
Provide specialist deployment and configuration services to ensure fast and efficient deployment of AVEVA Engineering applications at customer sites or on Cloud
Provide specialist product customization and Success Services to help customers achieve maximum AVEVA product efficiency and integration to their wider business systems.
Manage and prioritize customer support issues to satisfactory conclusion. Manage escalation as required.
Proactively and reactively interface with customers in the management of technical issues as well as collaborating in planning, implementation, skills and knowledge transfer and day-to-day operation of the customers' systems.
Manage a team of GCS Consultants/Engineers to make most effective use of time, skills and knowledge.
Work with GCS colleagues to manage cross-team activities and ensure the most effective use of resource.
Responsible for all GCS staff in the Market BU team in respect of:
Time reporting
Travel approvals
Technical skills and knowledge development
Professional/Personal skills and capability development
Proactively develops technical skills within their team’s primary domain/s and into other AVEVA product areas to support the growth of the technical team in the region.
Mentor and coach team members to develop their technical skills.
Develop familiarity with industry issues and competitive products within the team
Lead in sharing of best practices with team members to enhance the quality and efficiency of customer support.
Develop and maintain strong working relationships with Service Representatives, Support Engineers, Sales, Customer Success, BU Leaders, Product Groups, R&D, Advanced Support, Global Technical Support other technical resources and all other stakeholders.

Important Working Relationships
CS Market Leader: Monitoring and reporting on L1 & L2 technical support and support services across the Engineering portfolio in the market to ensure high customer satisfaction. Collaborate to ensure business hours coverage and provide language / local support as necessary in the market. Manage and report on CSAT, issue escalation and resolution in their market.
CS BU Leader: Collaborate with, ensuring dedicated support capacity and high service levels to our customers for Engineering BU, on initiatives to develop customer facing knowledge content for the Engineering BU and Product lines, to ensure adequate level of coverage and competence across the market for their Engineering BU and Product Lines
Sales: Provide the Sales Team with a clear picture on Implementation, Customization, Training Delivery and Success Services progress per account. Provide reports and statistics relating to customer support status and support activity over a given period.
Technical: Work within a dynamic global team and show flexibility in using and developing personal and technical skills to maximize the team's efficiency. In particular, develop a close and effective working relationship with other Regional Customer Support, Support CoE, 24x7 Support, SME/L2 Engineers, Solution Support, and Advanced Support Team Engineers.
Engineering PreSales Manager: Collaboration on career and skills development of GCS and PreSales consultants. Show flexibility in the use and development of personal and technical skills to maximize the company’s efficiency
Service Delivery: Collaboration on skills development of Delivery Consultants to aid complex delivery implementation capabilities
Customers: Develop good working relationships with clients and always ensure they receive the highest level of customer service and professionalism.
Customer Success & Technical Success: Work closely with the Customer Success and Technical Success Manager/s to break down technical barriers preventing successful and timely adoption. Support to implement and maintain practices for the account/s to ensure adequate adoption, expansion and renewal of the account. Support the implementation of best practices to avoid common adoption hurdles.
Cloud: Have a clear roadmap of available and future Cloud technology for the implementation in the account/s. Have a clear understanding of the Cloud Support organization, processes and practices to support Cloud implementations. Collaborate to implement Cloud initiatives
R&D and Portfolio: Have clear and relevant lines of communication and meeting cadences to ensure customer issues are addressed and resolved timely and effectively.


Knowledge, Skills & Experience Required:

The individual will have:

Strong leadership skills including the ability to motivate a team of professional, highly skilled technical consultants/engineers
At least 5 years’ experience in a post-sales position for Engineering software
Proven technical understanding of one or more of AVEVA’s products
The ability to effectively manage and handle multiple and possibly competing commitments simultaneously
Be able to coach and mentor technical staff of all levels of experience and ability
Ability to apply creative solutions and sound judgment to complex problems
The ability to work with commitment and enthusiasm in the face of difficulties
Have a professional, enthusiastic manner that will inspire the sales technical staff
A well-organized and meticulous work ethic
Excellent customer-facing skills
Ability to solve problems and make decisions
Ability to work effectively in a dynamic team
Excellent verbal and written communication skills
Willingness to travel (regionally, but, potentially worldwide).


Preference will be given to candidates with prior experience with any of the following AVEVA Products/Product lines:

Unified Engineering (Plant/Marine)
Asset Information Management - D/A
Cloud
AVEVA Connect
Information Management
Point Cloud Management
Unified Project Execution

Language/s:
English - fluent Spoken/Written
Arabic would be advantageous