Vice President – Customer Support

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.