Director - Support Services - GoPro - San Mateo

Job description
We are seeking a highly motivated, experienced, Support Services Director to define and execute the go-to-market strategy for GoPro Services & Support. This person will be the voice of GoPro for Service & Support portfolio to internal and external audiences including customers, sales, industry and media. The role will report directly to the Senior Director, Global Support, and work closely with product management, business development, marketing, sales (direct and channel) and engineering to ensure the proper market offerings and messaging for the products. This Senior Management position is responsible for driving GoPro’s services and support business and infrastructure Globally.

What You Will Do
Establish overall positioning and go-to-market strategy for the Service and Support products including specialized services, technical advisory, and education and premium support services
Further differentiate GoPro premium service & support capabilities in the marketplace to grow revenue while also promoting customers’ ability to self-service and develop compelling content
Revenue responsibility for the Premium Support & Services Product for GoPro – both growth and forecasting of this new service offering.
Remain current to trends and issues as they relate to the product offerings as well as emerging technologies and market trends
Create messaging, positioning, competitive analysis and sales tools, and provide sales support and escalation for deals contributing to customer wins
Creating Global Support & Services strategies for successful growth in services and support capabilities that meet the needs of the customer and maximize services revenue
Lead, Recruit and retain strong individuals to fill services and support roles as they occur
Collaborating with relevant customer support teams in GoPro to ensure that critical customer issues are driven to closure in a structured and timely manner and that customer management is well coordinated with relevant sales and partner teams during those issues
Collaborating with sales teams to ensure the value proposition of GoPro’s Support offerings are positioned appropriately with the customer, both for the current infrastructure and key new projects
Build solid relationships with key elements within GoPro and the customer for successful support of the customer and their customers
Continuously builds a customer-focused, responsive, and flexible support infrastructure that is committed to operational excellence, the success of the customer, and optimizing profitability for both the customer and GoPro
Identifies and drives new customer service processes, or assists in enhancing existing processes
Creating and monitoring Key Performance Indicators that reflect successful execution of GTM plans, strategic initiatives, and day to day operations
Build strong relationships with key areas and people within GoPro and specifically within the Sales, Operations and Engineering teams
Being an active member of the Global Services and Support management team

Skills We’re Stoked About
Experience marketing professionally managed services, consulting/advisory services and priority/premium support offerings for a range of high-tech companies
A proven history of growing revenue thru Product Marketing for both new and mature product lines, with experience and desire for managing a team of individuals
Excellent written and verbal communication skills with the ability to articulate complex technical concepts to a broad range of technical and business audiences
Situational fluency, ability to influence, motivate and manage others, and perseverance to handle challenging business situations
10+ years professional experience working with large scale enterprise, OEM or service providers
8+ years of support management experience desired with international experience
Must have excellent communication, leadership, management development, team-building, and organizational skills
Must possess an understanding of technologies related to Services Business including Service Performance Target, Entitlement and Delivery
BA or BS degree in related discipline
Must be able to travel up to 50%


Perks
Live it. Eat it. Love it. – Two dedicated hours during your week to explore your passions and capture it with your GoPro.
Get your very own GoPro (Mounts and accessories included)
Discounted employee stock purchase plan
Competitive salary
401(K) matching
Paid time off
Medical, dental, and vision insurance – premiums are fully paid for employees
Life insurance and disability benefits
Employee commuter shuttles
Fully stocked kitchens with snacks galore

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