Vice President, Support Services
New
United StatesFull-TimeVp
Salary not disclosed
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Job Details
- Experience
- 10+ years of experience in customer or technical support, including at least 5 years in senior leadership or executive roles
- Required Skills
- SalesforceFinancial ManagementCRMZendesk
Requirements
- Bachelor’s degree in Business, IT, Computer Science, or a related field, or equivalent professional experience.
- 10+ years of experience in customer or technical support, including at least 5 years in senior leadership or executive roles.
- Proven experience leading enterprise software support organizations, ideally in complex, high-availability environments.
- Strong financial acumen with experience managing budgets, forecasting revenue, and overseeing contract renewals.
- Deep understanding of incident management, escalation processes, and SLA-driven service delivery.
- Excellent communication and interpersonal skills, with the ability to manage high-stakes client relationships and executive discussions.
- Strong analytical mindset with a data-driven approach to performance improvement and operational decision-making.
- Experience with support platforms and tools such as CRM and ticketing systems (e.g., Salesforce, Zendesk, Jira Service Management).
- Ability to lead distributed, global teams across multiple time zones.
- Experience in utility, ERP, or mission-critical software environments is highly valued.
Responsibilities
- Define and execute the strategic vision for the support services organization, aligning operations with goals for client satisfaction, retention, and recurring revenue growth.
- Lead, develop, and scale global support teams, including helpdesk, technical support (tier 2/3), and client success functions.
- Oversee financial performance of the support organization, including budgeting, OPEX management, revenue forecasting, and contract renewal oversight.
- Act as executive escalation point for critical incidents, ensuring timely resolution and effective communication with clients and stakeholders.
- Establish and continuously improve KPIs such as SLA adherence, CSAT, ticket resolution times, and escalation rates.
- Partner cross-functionally with professional services, sales, product, and engineering teams to enhance customer experience and reduce support complexity.
- Drive adoption of modern support technologies, including AI-enabled tools, automation, knowledge management, and self-service capabilities.
- Provide leadership oversight for managed services and technical operations, ensuring infrastructure reliability and SLA compliance for hosted environments.
- Present performance insights, operational updates, and strategic recommendations to executive leadership.
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