Description
Are you curious, do you love your customers and proactively engage with them to address their needs? Are you an inspirational leader with experience in driving organic growth and customer success in Telecommunications network transformation? Do you consider yourself reliable, trustworthy & team player while empowering yourself to make things happen? Then Enghouse Networks Director Operations Europe can be a position for you.
At Enghouse Networks (www.enghousenetworks.com) we strive to be the world’s most reliable Telecom technology provider. We have built trusted relationships with over 1000+ customers and partners globally, and we are committed to providing the technology and services needed to maximize the value of their networks; ultimately building a connected global community.
We think of ourselves as ambitious and problem solving relationship builders. People who put words into action, who constantly work towards excellence, quality and service are the ones we get along with and the ones that likes us the best.
At Enghouse every individual matter and new initiatives that can improve our products or the processes by which we work are always welcomed and encouraged. Regardless of what role you hold, you will be a part of a truly global team in a constantly growing organization. You will be challenged but you will also have the opportunity of making a true impact.
What is the job about?
This position reports to the Managing Director EMEAA Region. We are looking to hire a strong, operational leader to oversee a team of customer support, managed and professional services delivery organization spread out over Nordics, UK, Ireland, Germany, Hungary, Romania, Israel and Russia. As leader of this organization you will be responsible for driving Services Revenue, Profitability and Customer Success. Enghouse Networks has an extensive portfolio of products. Please visit our web site to learn more.
What will you be doing?
You will be accountable for the operational leadership and P&L for the following key areas: Customer Support, Hosted and SaaS Operations, and Professional Services. You will work collaboratively and support the sales leadership in winning new business.
Customer Support, Hosted & SaaS Operations: At Enghouse recurring revenue is our area of greatest focus.
Ensure quarter on quarter organic growth in recurring revenue.
Assess customer churn risk and proactively looks for ways to minimize churn.
Look at ways and implement plans to improve customer satisfaction.
Follow and lead tiered cadence for quarterly business reviews with key customers.
Coach the team to identify new revenue opportunities, opportunities to sell new modules, add on functionality, with a view to customer retention and growth of recurring revenue.
Closely monitor your key KPI trends such as Monthly Recurring Revenue (MRR).
Follow organizational Customer Success best practices.
Professional Services: your mandate will be to organically grow revenue and improve profitability. This either follows a new product sale or managing existing Time and Material (T&M) PS contracts.
You have an eye for detail, can manage customer expectations, oversee scope, mitigate scope creep, develop strong statements of works, can negotiate well and consistently apply our guidelines in proposals to ensure operating metrics.
Partner with the sales organization to help win deals and direct professional services engagements for deployment of solutions.
Think of innovative ways to build solutions and deliver valued added PS engagements for existing as well as new customers.
Ideate and explore ways in which to organically grow revenue.
Track individual project profitability and ensure good business for Enghouse.
Closely watch staffing and utilization rates and look at ways to improve utilization.
Focus the team and proposals on revenue recognition, invoicing and billing milestones with a view to narrowing the order to cash gap and improving DSOs.
Report on individual projects and key KPIs to our management on a timely basis.
Bring best practices in project management to the team and be a strong coach for our project managers.
You are not afraid to get in front of key customer stakeholders. You bring a professional presence, confident but not arrogant, deal with key customer escalations and look for way to resolve problems while negotiating win-win outcomes.
You treat the business as your own, have a sales mentality of growing your business and improving profitability.
Look at effectively blending an outsourcing, offshoring, nearshoring, models to achieve better efficiency and profitability.
Work collaboratively with global systems integrators to ensure project success.
Would you fit in our team?
We emphasize the importance of:
5-10 years of experience leading a distributed, multi-country Services Delivery organization in the Telecommunications/Networks domain, blending a near-shore or off-shore delivery model.
5-10 years of experience leading Recurring revenue (Customer Support, Hosted, SaaS) operations of products/solutions, ideally within the Telecommunications/Networks domain, managing support teams and ensuring customer satisfaction.
Demonstrated experience working with sales leadership in winning new business. Previous sales or sales management experience would be an asset.
Proven people, business and thought leadership to be a manager & leader of this business operations. Enghouse core values represent who you are.
Highly developed knowledge to understand, visualize and communicate the big picture and work with organizational and operational strategies as well as to understand the financial numbers and take proactive actions to meet company KPIs.
5-10 years of experience in successfully driving complex projects multi-country & multi stakeholders/customers as well as delivering products/solutions to Tier 1 customers. You have experience working with continuous integration / continuous delivery methods as well as deploying into cloud environments.
Excellent skills in driving organizational innovation and change management through strong solution orientation.
5-10 years leadership experience in an Agile and Lean environment across countries, as manager and/or leadership positions.
You have a M.Sc. Computer Science or similar and you are fluent in English.
Strong domain competence in Telecommunications and OSS.
Authorization to work and travel within the European Union.
About Enghouse Networks
Established in 1984, Enghouse Networks, a subsidiary of Enghouse Systems Limited (TSX:ENGH) has grown into one of the world’s most reliable telecommunications technology and solutions provider. Our commitment is to successfully deliver solutions that can enable digital transformation, ultimately building a connected global community. From edge to cloud, we support service providers to plan, design, engineer, monitor, protect and simplify network complexity in a vendor-agnostic NFV and SDN ecosystem. Our portfolio of solutions can enable services and revenue from 5G, IoT, AI and Cloud TV technologies.
Enghouse Networks is a member of GSMA and the TMForum.