Electronics For Imaging, Inc.
Atlanta, GA, United States
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! We believe in challenging you, then providing you the room and flexibility to deliver.
We are looking for a Sr. Manager Worldwide MarketDirect Operations to join our global team. This is a “hands on” position, focused on execution, for a detail-oriented person looking for a big challenge and a great growth opportunity.
Our MarketDirect portfolio consists of eCommerce, Cross Media, VDP and Fulfillment software solutions.
This key role within the Operations management team is instrumental in strategizing and executing to the segment’s business and operational objectives. The role works closely with the Segment General Manager, Director of Operations, PMO, Professional Services (implementation) and Customer Success (support) teams to ensure high level of customer satisfaction across the customer base and make overall customer success a key business differentiator. This role will also work closely with product management and R&D to ensure that all Professional Services and Customer Success Professionals are equipped to be successful in their bid to provide the services and support expected to our customer base. This role is expected to ensure all its team members are providing an exceptional, proactive, highly valuable customer experience and assist in handling customer escalations for any activities that fail to meet customer expectations.
The Sr. Manager Worldwide MarketDirect Operations will be responsible for coordinating, tracking, and communicating the segment performance. Performance management crosses on-time project completion, system performance, service delivery and human capital performance. Success will be measured against ensuring team projects are in alignment with the business results and that the projects deliver against tangible results.
Principal Duties and Responsibilities:
Managed the P&L for the Segment: Maximizing revenue and contribution margin, while providing balance and alignment to the segment portfolio to maximize the addressable market and share growth.
Maintain and track key metrics that measure how MarketDirect Operations is performing both internally and externally.
Collaborating with various stakeholders (other GMs, Sales, marketing, finance, R&D, Product Management etc.) to contribute in developing the overall strategic business plan for the segment including marketing strategy, pricing, competitive analysis, value proposition, positioning, budget and sales forecasts.
Establish a vision for operations in the success of the product portfolio and gain necessary buy in and resources for that success from across the organization.
Support the business and operation functional leaders in creating business cases for new projects / programs.
Demonstrating breakthrough thinking in assessing current and future market dynamics and outlook to define global strategic direction and priorities for the segment.
Partner with the business to understand their technology requirements. Provide regular communication to the business regarding projects, issues, defects, analysis efforts, and potential projects.
Builds on project success to ensure clients will both recommend us and continue to engage our services
Serves as an escalation point to resolve client issues including scope management
Develop and coach a team to deliver industry leading solutions and establish EFI as our customers’ long term trusted advisor and business partner.
Leads Statement of Work preparation for sales opportunities
Develops and maintains relationships with key clients
Track project execution for large process improvement initiatives.
Design and deliver regularly scheduled reports and executive presentations to review the status of all projects.
Work closely with operation functional teams to mitigate resource constraints and project issues.
Develop process improvement initiatives and recommendations.
Assist with the creation and communication of effective change management and communication plans for the leadership team and broader organization.
Develop detailed analytics around solution adoption, market feedback and future planning. Present to executives in a meaningful and simple way to demonstrate hands-on knowledge of the business and measure the effectiveness of market strategies and key business initiatives.
May perform additional duties assigned.
Education and Experience:
Extensive market-specific domain expertise and experience, either as a customer or a vendor in the Web to Print or Marketing application space
BA/BS from an accredited university.
5 years of operations management experience.
Prior experience successfully leading teams of people through multi-month software system implementation and integration projects.
Extraordinary project management skills.
Proven track record of providing excellent customer support and advocacy for customers
Ability to set and communicate priorities effectively; able to manage multiple and sometimes conflicting tasks and priorities.
Excellent communication skills in writing, speaking, and presenting.
Able to communicate complex and technical subject matter into business terms.
Ability to step into projects already in progress and effectively assume a leadership role.
Ability to collaborate with multiple countries, sites, functions and cultures.
Master’s Degree in Information Systems or Business Management.
5 years of ERP/MIS Experience
Project management or Six Sigma certification.
Although there is a strong preference that the candidate be based in Atlanta, the individual can telecommute, but must be US-based.
Average travel is 50-70% of the time
We move quickly, with the purposeful intention of solving a problem, accomplishing a goal, and ultimately making a difference for our customers, partners, colleagues and shareholders, EFI SPRINTers take action and adapt to changes in order to transform our customers businesses to be more productive and profitable through innovation in a digital print business.
EFI is an “Affirmative Action/EEO/Protected Veteran/Disabled Employer”
Electronics For Imaging, Inc.
Website : http://www.efi.com
In January, EFI™ hosted 1,200 customers, employees and industry experts for its annual Connect EFI user’s group conference. The 14th annual conference featured more than 150 sessions covering MIS/ERP software, web-to-print systems, industrial inkjet printers, and Fiery® technology. Event highlights included a fireside chat between EFI CEO Guy Gecht and industry pioneer and Landa Corp. Chairman and CEO Benny Landa.