18 days old

Global Software Support Leader - 19003173

Affiliated Computer Services
New York, NY 10007

Note: This is a Global role that is worked remotely. The candidate can be located anywhere in North America or Western Europe.


  • Build and establish skills to enable growth in Xerox branded software to support sales, solution/design, implement and support the organization.

  • Work with the global offering teams to understand software solutions and offers, including providing consultation on building brand new solution and services capabilities.

  • Lead the software professional services organization with the mandate of ensuring proper skills and capabilities to perform presales, implementation and support activities. This role leads the software life-cycle from end to end.


  • Requires active collaboration and engagement with Americas and EMEA Sales and Delivery Organizations

  • Requires tight engagement and integration with Global Offering Teams.

Main Responsibilities:

  • Build software skills capability of team, inclusive of cross-training and new skilled personnel acquisition, where required

  • Partner with Offering Teams to validate business case assumptions

  • Operationalize assumptions, turning them in straw case FTE requirements

  • Rationalize global coverage and language requirements

  • Assess current capabilities vs. operationalized need

  • Develop gap analysis and training plan

  • Implement Coverage Model

  • Maintain excellent communications with stakeholders

  • Gather and assess customer needs, both business and technical, and determine how Xerox Software solutions can meet those needs

  • Leads the presales team focused on winning new projects and the delivery execution and expansion of new or existing projects

  • Ensure regional managers partner with sales to ensure alignment of strategic opportunities

  • Develop customized implementation of deliverables to enable winning business, while not creating a one-off model

  • Deploy support where required implement strategic opportunities

  • Leads the software implementation team to ensure seamless delivery in the client environment, including ensuring that proof of concept, requirements and fit for purpose meet the clients goals. Ensure proper application enablement within the client environment.

  • Create and implement standardized processes that facilitate repeatability around the globe and reduce cycle time to improve client experience and faster revenue recognition

  • Lead support for software post sales after implementation from client intake of call to route to closure using a designed and defined software support flow methodology.

  • Clearly define and maintain Global SLOs

  • Leverage existing platforms and processes for support rapid deployment and enablement

  • Modify processes and required for successful software support and enhanced client experience. 

  • Integrate supported 3rd party offering processes into existing framework

  • Work with the Xerox Software Offering teams to understand resource, solution, implementation requirements for new offerings. This includes skills education required, new personnel hiring (if required) for all aspects of software presales to support.


Qualifications & Experience:

  • Bachelors Degree in Business or related field
  • Knowledge and experience with the delivery of software applications in a professional services environment
  • Knowledge of software support structures to support software applications sanctioned and implemented by Xerox, with exception of 3rd Party, which will more than likely be outsourced to the software provider
  • Skills of building an organization to provide the required skills to support a growth business and be agile enough to move in different directions based upon business needs.

Job Regular
Primary Location United States-New York-New York
Unposting Date Aug 19, 2019, 3:31:20 PM
Virtual/work from home? false


Posted: 2019-08-07 Expires: 2019-09-20

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Global Software Support Leader - 19003173

Affiliated Computer Services
New York, NY 10007

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