Vice President Of Customer Support

Hello,

Hope you are doing good! We have a Vice President, Customer Support job with our direct client in the SAAS industry. If you would like to discuss further, please email me your resume to [email protected] or apply to this job.

Job title - Vice President, Customer Support

Job type – permanent job

Salary – 185K - $200K + 30% bonus

Job Title: Vice President, Customer Support

Reports To: CDO

FLSA Status: Exempt

Department: Delivery Engine

Summary

Our Vice President, Customer Support is responsible for maintaining effective customer service for all [company] customers by utilizing in-depth knowledge of company products, leveraging support best practices, and optimizing customer self-service. You will manage support personnel in different locations to assure all teams are following the appropriate procedures, service level agreements, systems, and structure.

Responsibilities

• Directly manage a team of managers and individual contributors

• Create an On Demand staffing model that leverages both FTE and ODT resources for scale

• Develop and implement procedures and metrics pertinent to the effective and efficient operation of the Customer Support department

• Monitor programs and procedures to ensure on-time delivery and customer satisfaction

• Set, monitor and evolve performance standards to meet our service goals

• Coach teams to achieve high performance

• Structure the training agenda for department members including cross-training, certification programs, and gamification initiatives

• Measure team performance and makes employment decisions

• Provide cross-functional feedback regarding impacts of product defects, system stability, feature functionality, product usage trends, and overall satisfaction

• Provide feedback across the Delivery Engine to ensure all customers have accurate and timely information on status and/or changes

• Act as primary escalation point for customers and internal stakeholders

• In consultation with DE management, review, negotiate, and approve contracts

• Provide feedback on RFPs, RFQs, and associated collateral

• Develop new support offerings and programs based on customer needs and team abilities

• Forecast capacity and implement productivity programs

• Develop and implement Knowledge Centered Support and other self-service programs

• Establish new channels for customer contact including chat, forums, and social media

• Meet with key customers, either solo or in groups

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Coaching and leadership – successfully lead a team of high potential employees

• Results-oriented – focus on driving the right results for the business

• Quality – deliver world class Customer Support programs to drive business results

• Communication– effective at communicating at all levels within our organization and our customers’ organizations

Qualifications

Minimum qualifications:

• Bachelor’s Degree or equivalent experience

• 3-5 years of experience managing Software Support teams

• Experience working in a PE-backed environment

• Previous experience managing multiple teams in multiple geographies and time zones

• Demonstrated ability to tailor self-service strategies to customer vertical

• Working understanding of Knowledge Centered Support

• Demonstrated ability to prioritize and manage multiple tasks

• Utilize highly developed communication skills, including excellent verbal skills and accurate written communication

• Persistent in overcoming challenges to accomplish goals

• Awareness of the larger business conditions that will impact day-to-day work

• Demonstrate an ability to making a difference daily by upholding commitments, being curious for knowledge, speaking up, and sparking innovation

• Ability to work constructively in a fast-paced, collaborative, and matrixed team environment

• Strong work ethic and passion for excellence

Preferred qualifications:

• Experience with acquisition integrations