Senior Manager, Service-Software and Hardware-Support

Job Title: Senior Manager Service Marketing

Organizatio n: Service and Support Operations

Purpose:

This position has global responsibility for Service & Support (S&S) marketing with the goal being to improve customer satisfaction and improve S&S revenue. The person in this position will be responsible for defining and implementing a strategy for S&S marketing, programs and promotions, demand creation, collateral, and sales training related to S&S programs and Professional Services (PS) products. This person will also work with the Support Agreement (SA) team, the global sales team, Marcom, sales operations, S&S operations, IT, and the legal team to implement strategic improvements that positively impact customer experience and win key deals. Finally, the person in this position will be responsible for managing strategic accounts to drive alignment between the needs of key Grass Valley (GV) customers and our strategic improvement plan.

Responsibilities:

• Evaluate broadcast market needs and trends based on various forms of market research and customer input.
• Define S&S KPI’s that accurately measure performance to the market strategy, collect and analyze internal data, and take corrective action to achieve goals.
• Identify the commercial opportunities available to S&S and define the strategic plan required to successfully leverage these opportunities.
• Prioritize strategic opportunities to maximize customer satisfaction and S&S revenue.
• Develop and implement action plans to leverage business opportunities and deliver results on-time and on-budget.
• Define and implement a plan to drive a significant increase of initial product sales SA attach rate.
• Evaluate S&S product pricing and features relative to competition and customer input and implement improvements.
• Develop and deliver sales training material that prepares account managers to close SA sales.
• Create and maintain sales collateral for all SA and PS products.
• Plan and execute programs and promotions to sell residual stock of parts at the End-of-Support period.
• Coordinate with regional S&S leaders to ensure PS products are accurately specified, quoted, and delivered for maximum revenue and minimum risk exposure.
• Collaborate with various GV teams to address issues and drive business improvements.
• Participate in core teams and with the service readiness team to assess new product service market impact and opportunities, pricing structure, marketing strategy, etc.
• Partner with Sales on key opportunities to address the value-add of S&S products with customers.
• Provide order in-take and revenue forecasting input based on market strategy and status of key deals.
• Regularly communicate with key customers to build relationships that provide valuable performance feedback, as well as supporting commercial opportunities.
• Function as the product manager on GV Guardian to define a product strategy and define features that add value to GV customers and result in improved sales.Experience and Education:

This position requires BS/BA in business administration, operations, marketing, or an associated discipline with 5 – 10 years of industry experience. MBA is a plus. Candidates with alternate educational credentials but with significant expertise in professional services and annuity products for broadcast and media markets will be considered. Required proficiencies include:

• Strong core marketing experience with specific emphasis on services and support products
• Media industry exposure, including understanding of business, cost-of-ownership, and financing models
• Proven history of increasing support agreement and professional services sales through aggressive interaction with cross-functional teams
• Experience in successfully training sales personnel to enthusiastically sell service products
• Very strong written and verbal communication skills
• Ability to work independently with minimal direction and engage in peer reviews to make team decisions
• Ability to lead, set direction, synthesize data, drive others, and accept cross-functional accountability
• Flexibility in responding to changing demands
• Proven history of setting and successfully meeting measurable schedule and financial objectives

Job Type: Full-time

Salary: $130,000.00 /year

Job Location:

• Hillsboro, OR

Required education:

• Bachelor’s