Services Support Lead
Company: EMC is now part of Dell Technologies
Posted: December 17, 2016
Reference ID: 171616BR
The Americas CPSD Services Support Lead (SSL) role is responsible for leading and managing the Americas CPSD Division Solutions Principal (SP) Team to ensure high quality and consistent services led sales support. Reporting directly to the Americas CPSD Professional Services Lead (PSL) as well as partners with the geographically aligned CPSD Delivery Leadership, CPSD Account Managers (VAMs), VARCHs and CPSD SQC to sell, coordinate and build solutions.
The Americas CPSD SSL is responsible for supporting service led sales campaigns for the Americas Theater focusing on large and complex solutions. This includes leading and presenting complex solutions to customers, and acting as a “player-coach” with CPSD SPs or others assigned to lead large and complex pursuits.
The Americas CPSD SSL takes day-to-day account focus prioritization from the CPSD Account Managers and VARCHs and development guidance and standardized processes from Global Services Support Leadership. Ensures consistent GTM messaging and processes throughout the Americas Theater. The Americas SSL is expected to spend up to 50% of time working large and complex pursuits; 40% developing, coaching, and growing the sales support team; and 10% planning, reviewing and adjusting course to achieve Americas CPSD goals.
**Roles and Responsibilities**
The Americas CPSD SSL role will be responsible for:
+ Serving as single point of contact for the Americas CPSD PSL, Sr. PDM/PDMs, DLs, VARCHs, SQC and Account Managers (VAMs) and coordinate Americas CPSD sales support efforts with delivery management, discipline management and SME's.
+ Participating in the operational cadence; inspecting pursuits to ensure the team is creating, advancing, and closing deals.
+ Participating in account relationship and issue management activities.
+ Contributing to the services forecast as required by the Sales Team.
+ Maintaining proficiency in focused offerings, value propositions, and representative case studies, as well as maintaining a strong working knowledge of other related fields in the CI competency area.
+ Ensure consistent GTM messages for the Theater through education and communication. Working with the other EMC Sales Teams to articulate our unique perspective on CPSD service solutions and credentialing our delivery capabilities using success stories to meet customer needs.
+ Participating in marketing events to promote services and conducting business development activities with broad application of principles and concepts. Driving service business development at the Theater level to support presales activities, with a primary focus on identifying, scoping and proposing engagements.
+ Building, leading, and maintaining complex engagements on a selected list of focused accounts. Gathering, documenting, and understanding customer specific scope requirements and expectations for value based outcomes. Working with CPSD Delivery Leads and Subject Matter Experts to develop Statements of Work consistent with the terms approved during Solution and Deal Reviews.
+ Ensuring consistent use of services sales support processes such, as well as formal contractual mechanisms (i.e. SOW) are established and maintained within active accounts.
+ Leading and providing day-to-day management and development of the CPSD SP Team.
+ Ensuring the CPSD SP Team is following defined processes and tools.
+ Mentoring the CPSD SP Team and acting as a player/coach through direct customer interaction and presales activities.
+ Supporting the CPSD SP Team during critical escalations by working with the SP Team and Delivery/Sales Leadership Team.
+ Ensuring that the CPSD SP Team provides Sales Teams support during customer scope and legal negotiations of Statements of Work.
+ Ensuring that the CPSD SP Team owns and drives transition of customer awarded Statements of Work and expectations to CPSD Delivery Teams, as well as participating during internal project kickoffs.
+ Ensuring that the CPSD SP Team is updating Salesforce.com opportunities
**Qualifications, Education, and Skills Requirements**
A candidate for the Americas CPSD SSL role should have:
+ BA or BS degree in Management, Computer Science or related field job experience.
+ 15+ years’ experience in a consultative sales environment in sales, pre-sales, and/or delivery leadership role.
+ Ability to manage competing priorities and deliverables. Comfort in managing a dynamic workload, working with sales; proposal estimation and pitch delivery.
+ Experience creating proposals that address current and evolving complex client requirements.
+ Experience reviewing and approving contracts with partners and customers.
+ Experience in scoping and quoting.
+ Experience in establishing and meeting SLAs.
+ Ability to travel; meet and work with customers.
+ Possesses a high degree of learning agility; passionate about learning and mastering new concepts quickly and independently; good research skills.
+ Excellent communication skills including active listening, white boarding, storytelling, proposal and statement of work writing, formal presentations, negotiation, and conflict resolution.
+ Demonstrated ability to work in a fast-paced, highly matrix organization with a strong desire to lead diverse teams thru multiple sales campaigns to completion.
+ A strong and persuasive sales oriented personality that can partner with the Sales and Delivery Teams to position, influence, and win services business with customers.
+ Sense of urgency.
+ Interpersonal skills.
+ Time management skills.
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.
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