Job Details

Alfresco is the leading open source enterprise content management company. It couples the innovation of open source with the stability of a true enterprise-class platform. The open source model allows Alfresco to use best-of-breed open source technologies and contributions from the open source community to get higher quality software produced more quickly at much lower cost.

Job Summary

The Manager of EMEA Services is responsible customer satisfaction for our European, Middle East and Africa clients and you will manage the delivery of customer support in the EMEA region. You will plan, direct and monitor operational / tactical activities of a team of support engineers and consultants delivering our services portfolio for our partners and customers. You must be extremely proactive, motivated, organized, responsible, and should work well within an ever-evolving group. You must also thrive in a fast-paced, developing industry and will demonstrate the creativity to direct a customer-focused, technology-driven organization.

Responsibilities

*Collaborate with the global team to ensure consistent delivery of both support and consulting services
*Manage high-performing team, leading services delivery of Alfresco's products
*Manage consulting portfolio while achieving utilization and revenue targets
*Grow and scale existing teams to better meet customer needs
*Manage operational subscription based support model
*Take a lead role in developing and implementing best practices for client interaction, sales and services for revenue generating products in the EMEA market
*Partner cross-functionally with other groups within Alfresco, including Sales,
*Product Management, Product Marketing, and Engineering, as an advocate for our customers
*Develop metrics to measure growth and performance of the department and provide quantitative analysis as needed
*Grow the business into a center of excellence against which others are judged

Requirements

*Proven track record of success
*At least 10 years experience leading high-impact teams
*Demonstrate strong judgment in all interactions
*Solid technical understanding, ideally of a java based solution
*Related experience in sales, operations or management consulting preferred
*Ability to drive and understand productivity metrics for current and future staffing and tool demands
*Strong capacity to execute efficiently in a dynamic, fast-paced and team focused environment
*Ability to effectively influence and communicate cross-functionally with all levels of management
*Excellent written and verbal communication skills
*Strong project management and analytical skills

Person Specification

*A passion for customers and a strong interest and desire to handle a variety of issues from the very basic through the ambiguous to complex
*Exceptional communication skills.
*Ability to work independently, learn quickly and be proactive
*Proven problem-solving ability in both business and technical environments
*ECM experience an advantage
*Fluency in a second language would be desirable

Desired Technical Skills

*Understanding of support case management systems
*Understanding of Enterprise Content Management
*Understanding of Windows Server, Linux or UNIX operating systems.
*Understanding of JAVA

Travel
Some travel may be required for this role

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