Head of Customer Office – Americas

Your Opportunity

As an integral part of the go-to-market strategy, the Customer Office is responsible for providing around-the-clock support and expert services to ensure Customers launch and scale efficiently and effectively. The CO is a matrix managed organization and this position reports to the Chief Customer Officer and the America’s GM. The Head of CO will lead the region’s Professional Services, Customer Success and Customer Support functions, in conjunction with the respective Global Heads of each function. You will ensure strategy developed by the Global Heads and the CCO is delivered and adapted to align with regional goals and market conditions. Through your experience and expertise, you will lead and manage, build and grow a team of highly skilled and motivated individuals delivering experience and expert services to Blue Prism Customers and Partners. You will be a customer advocate and champion recommended changes to the service offerings based on the regional needs of Customers and Partners.

What You Will Do:

• Work in close partnership with the Regional GM to ensure both Customer and Partner success in all countries under their remit
• Manage the day to day delivery of all work executed by the regional CSD, Professional Services, and Customer Support personnel
  • Customer Success: utilize our expertise to unlock hidden value
  • Professional Services: driving Customer outcomes with the Digital Workforce
  • Customer Support: deliver world class support to our Customer and Partners driving a productive Blue Prism-fueled Digital Workforce

• Collaborate with the other Regional Heads of CO to share best practices, ensure strategic alignment, and resource sharing as needed
  
• Participate on key regional hires for the CO team
• Maximize the capacity of the teams to provide our services to as many Customers and Partners as possible
• Unleash the potential of the individuals on your teams by understanding their individual motivations and fostering their career development to ensure they achieve their highest potential within Blue Prism
• Building upon the existing teams to continue fostering the global Blue Prism culture – professionalism, integrity, and teamwork are critical to remaining ‘trusted partners’ internally
  as well as externally
• Complete weekly and monthly reporting activities as required by the Regional CEO, Corporate CCO, and Blue Prism senior executive team
• Represent the Customer Office at Blue Prism events, both in the country and where applicable in the Region including but not limited to presentations, panel discussions, training and delivery, and ancillary events
• Work closely with the Group Heads and Global Heads of Customer Success, Customer Support and Training and Development to ensure their resources are fully engaged and utilized in value-added work
• Provide regular feedback to the Global Heads on performance and issues related to their people
• Participate in regular feedback sessions with the Global Heads on service improvements and new offerings
• Contribute to the annual strategy sessions for the Region and CCO
  

About You:

• Must have 10+ years of experience in Customer Success and/or Professional Services leadership, management and delivery in a related field
• Must be ambitious and willing to commit to a rapidly growing company through a period of considerable expansion
• Capacity to think strategically and drive the implementation of a vision through the delivery of specific tactical objectives
• Passionate about delivering high-quality service to Customers and Partners, with a focus on innovation to services and implementation
• Willing to challenge the status quo and acts as an exemplary role model for leadership characteristics
• Influential leader, with strong communication and consulting skills
• Ability to engage and manage Senior Stakeholders in complex matrix environments
• Understand and exemplify Blue Prism’s customer success first and people first mantra that we have built our culture around
• Has proven experience growing and building high performing teams; enables dynamic thinking through coaching and motivation
• Desirable proven presentation skills with the ability to captivate and inform a multi-disciplined audience
• Excellent attention to detail with a passion for quality with strong written and verbal communication skills
• Highly organized and able to manage multiple competing priorities
• Ability to facilitate and control meetings to ensure attendees are focused on achieving the predefined objectives
• A willingness to travel both domestically and internationally

Blue Prism Software is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, arrest record or any other characteristic protected by applicable federal, state or local