Vp, Global Customer Support

We are looking for a smart, hard-working, motivated individual to lead the Customer Support aspects of our business.  We view Support as a cornerstone of our continued growth, going beyond metrics and processes to focus on doing the right thing for our clients.  This is a key position tasked with defining and executing a best-in-class customer experience.

Customer Support consists of Customer Support Tiers 1 & 2, Premier, and Technical Support, providing support for over 10 different applications across our product portfolio.  The teams are separate functional areas based on software type and acquisition integration strategies.

WHAT YOU’LL DO:

• Define and own the entire support lifecycle - implement best practices, map customer journey, allocate appropriate resources etc
• Develop a 3-year strategy, execution roadmap, priorities and plan to deliver proactive support vision, deflection and scale/productivity
• Responsible for creating and maintaining a scalable global service delivery model across all applicable geographies
• Define, and manage all operational metrics for the organization from high-level KPIs to individual scorecards at all levels of the organization
• Take full responsibility for the overall success of client support organization against group priorities and company goals
• Drive staff engagement by providing professional development and guidance to all levels of the support team
• Act as the Voice of the Customer across the organization & company
• Identifying and providing feedback through 1:1s, effective use of personal development plans, and coaching & development opportunities
• Work closely with the Product Development Team to identify opportunities for future product functionality and provide insight on customer experience as it pertains to roadmapping
• Drive efficiency with Product Management and Engineering teams to provide efficient resolution for customers’ requests
• Manage resource allocation, ensuring enduring processes are established as the organization scales to support an increasing global product footprint
• Oversee and refine processes within our CRM to create efficiencies and cross-departmental communication

Key Initiatives include:

• Define processes and KPIs, and ensure process adherence
• Partner with applicable leaders on a support-based AI strategy
• Create, or deliver against potential outsourcing models to create cost effectiveness across the organization
• Self-support infrastructure to allow support plan tiers and the appropriate structure to support customers based on need and importance
• Scale and define support by customer segment
• Align SLAs with Product, Sales, and Marketing to ensure we measure and deliver on best-in-class support commitments and resolution times

WHAT YOU’LL BRING:

• A minimum of a Bachelor’s degree and at least 5 years of mid-level experience in managing customer service & technical support teams in an omni-channel contact center environment.
• Have driven metric / KPI management, improvement actions and attainment.
• 8+ years’ experience leading 100+ person organizations in a high-growth SaaS/Cloud environment
• Demonstrated past experience in managing incident and defect prioritization collaboratively with development teams.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Deep understanding of B2B client support methodologies, having designed and implemented impactful client support techniques in a hyper-growth business.
• Experience implementing and driving Knowledge, Self-Service, CRM, ERP, and Incident management tools for client support processes.
• Experience driving SaaS Service teams through high growth is a must.
• Have a solid grasp of customer service and some experience developing client relationships, working with clients directly to find solutions.
• Possess a "big picture" perspective of customer service, and its impact on revenue, retention, marketing, and our client’s success.
• Able to interpret business intelligence reporting and develop strategy and make recommendations.
• Demonstrate excellent presentation and communication skills with a particular ability to adapt to your audience (client, vendor, team member), knowing how to blend compassion, respect, and authority.
• Ability to manage influence through persuasion, negotiation, and consensus building.
• Demonstrated desire for continuous learning and improvement.