GTS Global Lead Revenue and Customer Services Solutions

Digital Health Technology team powers digital experiences and engagement to enhance the lives of millions of people every day through connected care. We build, deliver and manage a portfolio of data management platforms and mobile offerings in support of our core businesses. We thrive on simple and elegant architecture and agility. You’ll be immersed in a dynamic high-growth environment and empowered to excel, take informed risks, and drive ingenuity across the enterprise.

Let’s talk about the team

Within the Customer Platform team, we see each day as a fresh opportunity to innovate and provide outstanding solutions for our customers. Our culture emphasizes what we can achieve today and the doors it opens for future opportunities.

The team is comprised of technology experts, architects, business analysts, developers who work closely with product managers, services designers as well as business stakeholders to design cutting-edge technologies. By putting our customer need at the heart of our processes, we ensure every platform and service we implement, improves the journey of our customers in a sustainable way. We are a team of enthusiasts who balance technical expertise with a commitment to pushing the boundaries of innovation. 

Let’s talk about the role

The GTS Global Lead Revenue and Customer Services Solutions has the overall responsibility to enable and oversee the entire Sales Enablement, Customer Services & Technical Services technology stack, ensuring it enables overall strategic objectives of the department, at scale. You will act as strategic interface with Sales Enablement, Customer Services and Technical Services stakeholders for the purpose of technology strategy development, solution discovery and delivery, service management, risk management and relationship management. You will be a crucial bridge between the GTS and these departments globally.

• Enable Sales Enablement, Customer Services & Technical Services strategy and goals, process optimization and automation, by developing a comprehensive GTS strategy and roadmap for Sales Enablement, Customer Services & Technical Services. Strive for solution scalability and global process harmonization. Produce and maintain a “North Star” Enterprise Architecture for Sales Enablement, Customer Services & Technical Services in line with GTS Enterprise Architecture guidelines and way of working. Facilitate Annual Operating Plan (AOP) for Sales Enablement, Customer Services & Technical Services, establish portfolio, roadmap and priorities.
• Provide expert advice and guidance on technology trends, emerging technologies and best practices relevant to Sales Enablement, Customer Services & Technical Services. In collaboration with GTS Customer Platform Architect and Solution architects, evaluate, select and optimize Sales Enablement, Customer Services & Technical Services technology stack, fostering process automation and standardization as well as efficiency at scale.
• Lead a portfolio of GTS initiatives related to Sales Enablement, Customer Services & Technical Services (very large, complex projects, or programs, typically involving multiple vendors, multiple technologies, leading edge technologies, significant business risk, and/or broad implications for the GTS architecture), take accountability for GTS related initiatives in front of business stakeholders for Sales Enablement, Customer Services & Technical Services (Program, projects, operations / support).
• Ensure GTS support / operations processes are implemented, used and properly monitored. Ensure life cycle of GTS assets is managed properly, thereby avoiding the creation of technology debt. Serve as GTS escalation contact for Sales Enablement, Customer Services & Technical Services group.
• Organize Business Monthly Review (BMR) with key Sales Enablement, Customer Service Technical Services stakeholders to communicate decisions, priorities and relevant information regarding requests, projects, initiatives, opportunities, priority, issue and risk as well as transparency on resource utilization.
• Strongly collaborate with others GTS groups (especially Coe, DPE, etc.…) to leverage their services for the benefits of Sales Enablement, Customer Services & Technical Services. Create awareness of Sales Enablement, Customer Services & Technical Services roadmap and initiatives across GTS, so that resources could be rightly assigned to the priorities.
• Develop strong relation with key software vendors and services providers used in the domain. Effectively influence and manage vendors and providers against KPIs (if applicable) to generate maximum ROI for ResMed. Understand their product roadmaps and leverage new capabilities when it brings value.
• Determine, quantify and measure the impact of the solutions delivered to the Sales Enablement, Customer Services & Technical Services outcomes in collaboration with Customer Platform Portfolio & Strategy Director.
• Develop and lead a global team of GTS resources located in multi-locations. Provide coaching and mentoring to the team. Develop functional and technical expertise, strategic planning of future resource needs according to technology strategy and roadmaps. Ensure goals and priorities are clearly understood. Make ResMed the best place to work for team members.

Let’s talk about you

• Bachelor’s degree (BA) in Computer Science or related discipline; combination of education and work experience will be considered
• Minimum seven years technology experience managing and delivering software solutions
• Significant Business acumen, exposure to Sales Enablement, Customer Services & Technical Services, significant experience with Customer Relation Management System (CRM), Customer portal self- service, Device repair processes, Contact Center, Sales Analytics, Rebates, Territory management, Sales agent commission calculation, …
• Experience managing a global and cross-functional team. 
• Data security, data privacy, legal requirements, quality and compliance are part of the core job.
• Strong appetite for technology. Leverage technology opportunities to solve problem and improve process efficiency at scale. Ability to “popularize” or “socialize” technology concepts in front of the business.

Preferred

• Master’s degree

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue three weeks Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. 

This role is eligible to receive an annual cash bonus payment based on company, business unit, and/or individual performance. 

Base Pay Range for this position: 

$174000- $218,000

For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills. 

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

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