Braze’s One-Time Services (OTS) division is committed to empowering our customers and partners during the early phase of our customers journey with Braze and at further crucial points in their lifecycle as their technical and business requirements evolve and grow.
Our goal is to facilitate the smooth activation of entitlements, accelerate the customer’s time-to-value, and ensure an outstanding customer experience by delivering world-class professional services, challenging the status quo, and creating tailored solutions for business needs and outcomes. We create long-term partnerships with our customers that are built on trust. We’ve got a talented team of experts dedicated to help customers get the most value out of Braze.
We champion collaboration and a growth mindset to propel Braze’s continuous evolution and the development of our people from both a skill and career perspective.
WHAT YOU’LL DO
- Be a core member of the One-Time Services Department Senior Leadership Team, helping guide and shape the future of the department and contributing to the future of the wider business
- Manage multiple One-Time Services teams in APAC and act as the direct manager of both people managers and individual contributors across multiple diverse locations - hiring, nurturing, performance managing, and supporting the development and satisfaction of your team
- As required, hire and nurture new talent into our world-class One-Time Services organization by building a pipeline of candidates, setting clear expectations, and managing performance
- Develop an efficient organization that maintains our high standard of excellence when providing support to customers
- Gather and use insight to drive regional and global improvements to service offerings, processes, and ways of working
- Work with Senior Director / VP of One-Time Services to develop short-term (yearly) territory staffing model based on revenue, partner revenue, and team utilization targets and monitor and address any shifts on an ongoing basis; own P&L for your region
- Responsible for team performance, health, and employee engagement KPI achievement in the region - regularly review regional team KPIs and make adjustments to process and personnel based on business need
- Advocate customer business use cases and feedback to product development
- Responsible for setting and delivering regional Objectives and Key Results (OKRs)
- Work closely with internal cross-departmental stakeholders to design and develop efficient processes and working practices to ensure alignment and excellent customer experience
- Monitor regional book of business to identify risks and opportunities, taking action, and providing guidance and participating in escalation management
- Own a strategic pillar or process for Global One-Time Services and/or sponsor Global initiatives
WHO YOU ARE
- 10+ years relevant professional experience in a related area for example, Customer Onboarding, Consultancy, Account Management or Mobile Marketing
- 3+ years experience managing and mentoring people managers and individual contributors
- Significant project management experience and/or formal certifications (PMP, PMgP, Agile, Prince2 etc)
- You have exemplary written and verbal communication skills coupled with unparalleled follow up skills
- You build strong positive relationships with customers and colleagues
- You are known for being a team player
- You have a high level of intellectual curiosity
- You see opportunity and growth in learning more and continuously improving both processes and yourself
- You have strong technical domain knowledge of two or more of the following: Mobile Development, APIs, Marketing Automation, Direct Marketing, Analytics, or Programming (HTML etc.)
