After-Sales Channel Manager

• Job Number: 30299544
• Santa Clara Valley, California, United States
• Posted: Nov. 6, 2013
• Weekly Hours: 40.00

Job Summary

The After-Sales Channel Manager acts as the primary liaison between AppleCare and after-sales organizations for wireless partners and national resellers. The ideal candidate must demonstrate a proficiency to think critically, and have the aptitude to act strategically, in order to influence channel partners. Primary focus of this role is to lead our relationship with wireless partners in the U.S. and Mexico.

Key Qualifications

• Substantial experience working with or for a major wireless carrier’s after-sales organization.
• Substantial experience managing major accounts and negotiating with executive-level contacts.
• Relevant experience in a technical support environment.
• Fluency in Spanish.
• Excellent analytical, organizational, and communication skills.
• Extremely well-organized and skilled at managing large-scale projects.
• Experience with customer care tools, processes, and metrics.

Description

Act as a primary liaison between wireless partners & other iPhone service channels and AppleCare Service & Support. Build and foster critical relationship with after-sales partner contacts. Communicate and negotiate after-sales scope of support with wireless partners. Host regularly scheduled conference calls to discuss partner needs, existing issues and new product launches. Drive regularly scheduled internal Apple meetings to review partner account status and metrics. Assist partners to implement and improve technical support & service processes in relation to business goals. Facilitate reporting needs and exchange of reporting between Apple and after-sales partner. Engage AppleCare Training team to implement training programs tailored to partner needs. Ensure partners are meeting SLA's & performance targets. Ensure high quality service & support solutions and timely monitoring of all customer issues; resolve escalations where appropriate. Develop and implement partner service & support scorecards to track internal and external KPIs. Spearhead development of partner-specific strategies for improving the overall customer experience. Facilitate the delivery of support & service readiness kits to after-sales partner organizations for new product launches. Facilitate transfer of knowledge-base and web support tools/documentation to partner. Drive initiatives to improve logistics/transportation of devices to/from partner. Monitor and drive projects to ensure compliance of local regulatory needs. Facilitate engineering reviews between Apple and partner to ensure service quality.

Education

University degree in business or related subject required.

Additional Requirements

Ability to travel up to 50%. Position is based in Cupertino, with relocation available to the right candidate.