AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life - such as energy, infrastructure, chemicals, and minerals - safely, efficiently, and more sustainably. We're the first software business in the world to have our sustainability targets validated by the SBTi, and we've been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We've also recently been named as one of the world's most innovative companies.
Subscription Management - Global Process Owner This role will provide dedicated ownership and focus on the E2E subscription business process flow from quote, contract, fulfilment, service, and billing to smooth and delight the Customer experience. This role will work with other Global Process Owners (GPO) across the business to align and standardise the processes for subscription-based orders.
This role reports into the VP Project and Planning who reports to the SVP Global Business Operations, the owner of the Subscription Management project, co-sponsored at the Executive level by the Chief Revenue Officer and Chief Financial Officer. This role will have exposure to SVP and Executive level reporting. The role will support the SVP Global Business Operations in setting, documenting and communicating the vision for Customer Flexible Subscription Management, and will be responsible for documenting and establishing cross-functional business processes for Customer Flexible Subscription management.
Key Responsibilities: Document and maintain the vision and business objectives across Customer Flexible Subscription Management processes for SVP Sales Operations sign off.
Articulate and document the degree of Customer self-service capabilities required, consulting with the Cloud Customer Experience team.
Inform Global Process Owners (Quotations, Order, Revenue, Billing, Renewals) and IT of the expected Customer Journey for Self Service and Non-Self Service customer journeys.
Document and communicate new Customer self-service subscription processes and technology requirements ensuring alignment to strategic corporate objectives.
Work with Revenue Global Process Owner to co-document Flex Consumption Credit Subscription processes.
Work with other Global Process Owners (e.g., Quotations, Order, Revenue, Billing, Renewals) to document enhancements to existing Flex Credit subscription processes.
Understand key process activities that capture data for Business Intelligence metrics that have been communicated to the market.
Work with other Global Process Owners to assess resource availability and capacity to operate the processes creating investment business cases and recruiting where required.
Work closely and consult with other Global Process Owners to ensure cross-process issues and changes impacting process handshakes are resolved collectively.
Support, maintain, and communicate policy, processes, procedures, and controls in conformance to AVEVA's Business Process Management framework.
Ensure all Customer Flexible Subscription business processes have documented Objectives, Service Level Agreements (SLA's), and Performance Indicators (PIs).
Monitor PIs to drive continuous improvement and address any shortfalls in performance against Objectives and SLAs.
Set the cadence of performance review and present/report to SVP, CRO, CFO.
Ensure that all AVEVA stakeholders are fully aware of their process obligations.
Sign off on design decisions (including localisations), Process maps, Standard Operating Procedures (SOPs), Policies, and Control documentation.
Drive and support enabling technology teams and business change teams to configure, test, and launch enabling technology and implement business process changes.
Design and implement any interim/transition process changes required.
Align process changes with other planned changes, escalating as necessary to Transformation Office.
Skills, Know-how, and Experience: Commercially focused.
Experience in subscription management and how subscription management enables the Customer Experience through Customer-facing portals.
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