This position is for the first line manager responsible for leading both the Software Customer Success team and the FOSS (Free and Open Source Software) team within the Cloud Services organization. The Software Customer Success team is responsible for both Product Engineering (PE) and escalated pre-sales support tasks. This team is the primary interface for technical assistance for Sales, Marketing, TSC, and Professional Services. The FOSS team is responsible for auditing all Lexmark software source code to ensure only approved open-source components are used.

Job Duties:

• Personnel management – Develop employee key objectives and development plans, help employees grow their skills & reach their full potential through coaching, active listening, and holding them accountable for their commitments. Team members are located within various locations in the US and India.

• Serve as the primary communication interface between global Lexmark Cloud Services development teams and Professional Services, TSC, Sales, Marketing, and customers/partners.

• Ensure Lexmark software organizations are utilizing our FOSS process.

• Participate in on-call duties for Lexmark Cloud Services incidents

Successful candidates will:

• Demonstrate high personal integrity; ethical, trustworthy and dependable with focus on the needs of our customers and our employees.

• Have a strong track record of success in influencing and being a change agent.

• Possess excellent written and oral communication skills, as they will be communicating directly with customers and Lexmark groups.

• Regularly find creative and innovative ways to overcome obstacles and improve support processes to attain better customer success.

• Thrive in a fast-paced, demanding environment, occasionally including off-hours customer support.

• Prove that they can work collaboratively across geographies effectively to deliver results on schedule.

• Can demonstrate Lexmark core values: Innovation, Excellence, Agility, Integrity, Community, and Respect.

Qualifications:

• BS in a related field

• 8+ years of experience in software development, support, or Professional Services organizations delivering, selling, or supporting customer facing products

• Team leadership experience required

• 5+ years of direct customer interaction