Manager - NGS Program

Job Summary:

Lead a global support program that serves as the first line of support for data issues, deals, bookings, the Quote-to-Order (Q2O) process and the FPVR process.

The role provides responsive support for global accounts and Renewal Specialists, using data, analytics and reporting to resolve operational issues and enable consistent execution across Renewals and Customer Success.

A critical accountability is to identify problem areas and improvement opportunities, then translate analysis into clear insights on business value, expected benefits and return on investment (ROI) to guide prioritization and decision-making.

Job Responsibilities:

- First-Line Business Support: Provide responsive first-line support for data issues, deals and bookings. Assess requests, clarify business impact, coordinate resolution and maintain clear communication through closure.

- Q2O & FPVR Process Support: Support Quote-to-Order and FPVR processes by resolving operational questions, identifying breakdowns, coordinating corrective action and improving support consistency.

- Global Accounts Support: Provide dependable support for global and strategic accounts, recognizing cross-region dependencies, urgency and revenue impact while coordinating stakeholders toward timely resolution.

- Renewal Specialist Enablement: Enable Renewal Specialists with accurate data, actionable reporting, process guidance and structured issue support that improves productivity and customer outcomes.

- Data, Analytics & Reporting: Use data analysis and reporting to identify trends, recurring issues, problem areas and improvement opportunities. Quantify business value, expected benefits and ROI to support prioritization and informed decisions.

- Issue Triage & Resolution: Establish effective intake, prioritization, ownership and escalation practices. Track issues to closure, identify root causes and reduce repeat incidents.

- Process Efficiency: Identify opportunities to simplify support processes, remove handoffs and redundancies, reduce manual effort and improve turnaround time, quality and stakeholder experience.

- Program Governance & Leadership: Manage support priorities, service measures, risks and stakeholder communication across regions. Build alignment and accountability for consistent program delivery.

- Business Value & ROI Insights: Identify high-impact problem areas and improvement opportunities. Develop fact-based benefit cases, quantify expected business value and ROI, and provide recommendations that guide investment and prioritization decisions.

Job Qualification:

- Support Program Management: Experience leading global support programs, service priorities and cross-functional execution against measurable outcomes.

- Data Issue Management: Strong ability to diagnose data issues, assess business impact, coordinate ownership and drive timely resolution.

- Deals, Bookings & Process Knowledge: Working knowledge of deals, bookings, Q2O, FPVR and renewals processes, including their operational and revenue dependencies.

- Global Stakeholder Leadership: Ability to support global accounts, align regional and functional stakeholders and influence outcomes without direct authority.

- Data, Analytics & Reporting: Strong analytical and reporting capability, including identifying improvement opportunities and translating operational data into actionable business-value and ROI insights.

- Process Improvement: Demonstrated success simplifying workflows, reducing manual effort and improving service efficiency, quality and consistency.

- Communication & Execution: Excellent written and verbal communication, sound judgment, urgency and disciplined follow-through in a support environment.

- Business Value & ROI Analysis: Demonstrated ability to assess improvement opportunities, establish value drivers and assumptions, quantify benefits and ROI, and communicate decision-ready recommendations to leadership.