Manager, Customer Support Education

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Build your career with a growing industry leader.
With more than 30,000 customers worldwide, including over 80 percent of the Fortune 500, Business Objects helps organizations gain better insight into their business, improve decision making, and optimize enterprise performance. We provide leading software for reporting, query and analysis, performance management, analytic applications and enterprise information management, and the consulting and customer support services to ensure our customers' success.

Every day, you make decisions that impact your career. How will you leverage your expertise to solve business problems? How will you grow your skills to ensure success? Where can you go to be challenged and inspired? Some decisions are harder to make than others. The difference is knowledge. You don't need to continually change jobs in order to grow your experience and further your career. All you need is to partner with a global industry leader like Business Objects.

Manager, Customer Support Education (San Jose, California, OR Vancouver, British Columbia)

As a member of the Customer Support Operations Team, you will work with all offices to ensure that the department is ready for engagement with customers on new product releases, partnerships and / or technologies. This position will report to the VP of Customer Support Operations.

As a project manager, you will be working closely with our education partners to drive fulfillment of the department's training requirements, to help improve the supportability of our products and act as an important line of communication between the Customer Support and other internal organizations. Furthermore, you will drive education initiatives towards role-based learning plans for Customer Support and Maintenance Renewal teams.

You'll have to be globally focused on ensuring a high level of preparedness across all regions and languages.

Roles & Responsibilities:


Management of education projects

Create needs and requirement gathering processes for Customer Support Department

Ensure education requirements are delivered within agreed upon SLAs by the Technology Education group (Tech Ed)

Define and analyze resource requirement for education deliverable

Perform business analysis and make "impact recommendations"? for a variety of education and release readiness programs

Provide appropriate communication to Customer Support team regarding education, product releases, partnerships and technologies

Meet regularly with Customer Support stakeholders and report back on their business needs

Identify and resolve potential supportability issues in future releases

Required Skills:


At least 5 years of experience in an operational role in the software industry, preferably within the Customer Support Department

Experience in project management in an international environment; association certification(s) such as PMP is preferred

A strong leader with the ability to effectively create and coach / motivate others to follow a vision; ability to work collaboratively with others and co-create solutions is key to a long term success

Ability to think strategically and plan effectively

Goal oriented, with the ability to multi-task and prioritize based on evolving business needs

Exceptional oral and written communication skills



Domestic and international travel might be required

Understanding of best practices in knowledge-management software and online learning

Ideally have an understanding of Business Objects' Customer Support business needs, processes, products and technology




Our supportive culture helps you build your skills and expertise through exposure to transnational projects and opportunities, a team of some of the brightest minds in the industry, and a focus on learning and development. You provide the passion and direction, and we'll give you the support and opportunity you need to evolve your career. With Business Objects, it's not about chance. It's about career intelligence.

Evolve.
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