Collaboration Service Lead

Company: Broadcom Inc.
Location: Irvine
Posted on: May 16, 2020

Job Description:

JOB DESCRIPTION:

The Enterprise End-user Services & Experience (EESE) team of Broadcom s Global Technology &
Solutions Organization (GTSO) is constantly scanning the industry for new innovative solutions to
implement. The team of highly motivated individuals does not shy away from exploring, testing and
introducing technology-forward, leading-edge solutions that will increase efficiencies, enhance
end-user experience, reduce total cost of ownership and enable the business to compete in the
high-tech semiconductor/software industry. With the Cloud First tenet as our guiding principles,
Broadcom s GTSO team implements technologies and services that increase the effectiveness of our
internal workforce. The team is looking for an individual with Google and Box implementation, plus
management experience, to lead the ever-evolving collaboration technology space and be the
advocate as Broadcom s internal Customer Success Manager to maximize the potential of these
services.

As one of the early adopters of GSuite Enterprise, more than a decade ago, the EESE team have
implemented the entire GSuite platform within Broadcom. With new features added constantly,
service changes and unique use cases from end-users, EESE is looking for a candidate that is
constantly exploring and implementing GSuite features that Broadcom has not yet implemented, or
new features that will increase the users experience.

Broadcom is one of the forefront Box Platform customers, with the entire suite of Box Platform
services including Box collaboration platform, Relay, Governance and Zones. Although Box Platform
has been deployed to every Broadcom employee, we have barely scratched the surface with the full
functionality and features of the platform. EESE is looking for the candidate to enhance Box Platform
footprint to support both our internal users and external facing customers support portal.

As the Collaboration Customer Success Advocate, the incumbent will be empowered to explore,
recommend and implement any Google Suite & Box Platform service that will enhance users
productivity. The ideal candidate is expected to be forward looking and have a passion for detail and
exceeding customer expectation. They need to be articulate, professional and able to handle
situations independently. A degree in Information Technology or Engineering with a minimum of 3
years Customer Success Mgmt and/or Cloud Collaboration platform experience is desired.

Location:
This position can be based in either the Broadcom Inc. US HQ in San Jose, CA or the Irvine, CA
office and reporting to the Global Technology & Collaboration Services Senior Manager located in
San Jose, CA. This role will be responsible for managing the Google, Box and Collaboration
Technology, automation and service integration, as well as IT projects as required.

Skills and Requirements:
Work performed in this position requires skills and knowledge related to this technical field in order to
complete difficult and complex assignments:

Bachelor's Degree in Computer Science or equivalent experience, with a minimum of 3 years
experience in the Cloud Collaboration & Document Management Field
Customer Success advocacy or management experience is a plus
Experience in business process operations - creating standard repeatable processes and
continual improvement
Experience in End-users support, technical troubleshooting and escalation management, and
creating training/documentation
Experience in working with vendors and key stakeholders to setup new processes - evaluate,
test and implement service changes and improvements
Ability to thrive in a fast paced, dynamic, challenging and global (multiple time zones)
environment is required
Self-motivated, able to strategize/plan and work under minimal supervision is required
Project Management and organizational skills are a must
Good written and verbal communication skills are required
Strong command and communication skills to interact with users of all levels and managing
escalations, resolving issues and providing resolutions. Must have the ability to provide
empathy, patience and understanding to users
Good presentation skills and the ability to articulate to audiences of all levels are required
Respond to and resolve operational or escalated issues, and work with our outsourced
partners in a follow the sun support basis to adhere to service level agreements
Must work well in a structured Change Management environment and have excellent
aptitude for details, processes and follow through
Experience with licensing and contract management is a plus
Experience putting together operational metrics, key metrics analytical skills and PowerPoint
presentations
Must have legal authorization to work in U.S.

IF YOU ARE LOCATED OUTSIDE USA, PLEASE BE SURE TO FILL OUT A HOME ADDRESS AS THIS WILL BE USED FOR FUTURE CORRESPONDENCE.

Broadcom Inc. is committed to creating a diverse work environment and is proud to be an equal opportunity employer.

Keywords: Broadcom Inc., Irvine , Collaboration Service Lead, Other , Irvine, California