Vice President – Customer Support Job Description Template
Our company is looking for a Vice President – Customer Support to join our team.
Responsibilities:
- Accountable for referenceability, high NPS score, Customer Sat, SLAs as well as SaaS Gross Margin target of 80%+;
- Advocate product feature requests that enhance customer support experience including in-app support and end-user communications;
- Work with engineering as well as a small team of tool developers to identify and develop a set of tools to speed up troubleshooting;
- Develop deep understanding of customer’s business and their ICM usage;
- Support development of supportability features for move to proactive and predictive services;
- 20% India and international travel expected;
- Own support relationship with standard support customers globally;
- Expand the support team to accommodate customer growth while driving for higher team productivity;
- Ensure a holistic view of tickets – early warning indicators, workarounds, root cause analysis and eventual elimination of root cause;
- Engage with Professional Services as well as Engineering on correct hand-off of customized or core features to ensure service readiness;
- Prioritize customer support requirements and develop key metrics that will adequately quantify the customer support experience;
- Set organizational, team and individual goals. Provide coaching and regular individual feedback to team to create bench strength for future leaders.
Requirements:
- A minimum of 15 years of work experience with 10+ years in support management roles;
- Ability to prioritize company objectives and meet aggressive deadlines; outstanding team leadership, team development and communication skills;
- Preferable to have prior experience with Microsoft Azure;
- Customer focused leader with proven ability to build relations based on trust & professionalism;
- Deep understanding of enterprise products and the challenges and opportunities of being in the cloud for customer support experiences;
- An undergraduate degree in Computer Science or Engineering is required. An advanced degree, ideally an MBA or master’s degree, is highly desirable;
- Need to have strong technical skills to quickly grasp the product complexity;
- Must possess executive presence and the ability to liaise with C suite.