Vice President - iX Professional Services - OpenText - Tokyo

Job description
The Vice President, Professional & Customer Services Japan will be responsible for leading the implementation, consulting and community support/client services teams in IX Japan. This includes working closely with Sales to manage new customer implementations and solutions development, as well as maintaining existing customers/legacy accounts.

KEY RESPONSIBILITIES

Solutions Management: Customer engagements/project management for all solutions-related projects
Solutions Development: Development of customer solutions (maps, forms, custom application software, etc.) and implementation of hosted services.
Community Management: technical implementations and program management of trading partners/van migrations to GXS services.
Solutions and Customer Support: Ongoing management of operational hosted services and customer relationship management.
Japan Community Support: Leadership of Japan client services 2nd tier, non-English speaking customer support. Aid in transition of Japan client services 1st tier/English-speaking to Manila global call center.
Drive successful delivery by ensuring that:
Each contract signed meets or exceeds revenue, profitability and client satisfaction expectations;
Each delivery team has the right mix of resources, expertise and competencies; and
Pro-actively trouble-shooting issues and managing customer expectations.
Implementation is rigorously measured and of the highest quality and delivering customer value and satisfaction.
Build a culture focused around customer centricity, performance and accountability. Recruit, onboard and develop team members and lead by example to execute the new strategy.
Desired Skills and Experience

PROFESSIONAL EXPERIENCE/QUALIFICATIONS

The Vice President, Professional Services, Americas will have experience in solution services roles preferably in the enterprise software industry. More specifically, he/she will have the following experience:

Experience/Technical Skills
Strong leadership/managerial experience in professional services/consulting (10-15 years)
Experience implementing large and complex creative solutions B2B for customers
Strong business acumen, financial skills, metrics-driven
Results and execution oriented
Strong customer relationship experience including at C level
Strong communications skills – written, oral, executive presence
Strong remote management, multi-cultural skills – able to manage remote resources and to work well with people and management across the world (USA, Europe and other countries in Asia Pacific )
Strong team player; ability to partner with sales and other cross-functional organizations
Change oriented – proven experience to lead organizations through change and transformation
Strong team player; ability to partner with sales and other cross-functional organizations
Bachelor’s Degree; MBA or Master’s degree a plus
off-shoring experience and Managed Services/On-Demand/Saas are strong plus

Managerial/Leadership Skills
Current experience managing a team of at least 50 people, enabling effective strategies that attract, mentor, train and retain staff.
Possess Board and executive level credibility; capable of communicating and interacting effectively with C-level customers and peers; clearly and professionally persuasive, building enduring relationships with C-level executives in target customer segments.
Success driving a performance shift and cultural change in a dispersed geographic setting.
A pro-active, change-agent reputation.
Steady hand and strong voice of reason through transformational times.
Level-headed and thoughtfully decisive.

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