Vice President, Customer Care; On-Site

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Full Time Birmingham, AL, US

The Vice President of Customer Care will lead Neumo’s customer support strategy, ensuring exceptional support and satisfaction for public sector clients, including government agencies, municipalities, and their constituents. This role will oversee global customer support operations, aligning with Neumo’s mission, and drive continuous improvement using data analytics, industry best practices, and AI. In addition, you will spearhead the transformation and centralization of customer support, bringing three discrete support models and teams into a world class support organization, championing a culture of support excellence, leveraging technology to enhance customer experience and outcomes.

• Strategic Leadership:
  Develop and execute customer support strategies that align with Neumo’s organizational goals, focusing on client satisfaction, retention, and advocacy
• Operational Oversight:
  Manage all aspects of customer support operations, including support for all Neumo products, ensuring seamless support across standardized communication channels
• Customer Engagement:
  Act as a primary point of contact for escalated customer issues, collaborating with government agencies to resolve complex challenges and ensure positive outcomes
• Data Driven Improvement:
  Utilize customer feedback, performance metrics (time to respond, time to resolve, backlog/throughput, etc) and analytics to identify trends, optimize processes, and enhance service delivery
• Cross-Functional Collaboration:
  
  Partner with product development, sales, customer success, and technology teams to ensure a cohesive customer journey and integrate customer feedback into product enhancements
• Technology Integration:
  Oversee the consolidation and transition to Service Cloud, and implement AI-driven support tools, to streamline operations and improve response/resolution times
• Policy Development:
  Establish and refine customer support policies and procedures to align with industry best practices and regulatory requirements for government clients
• Performance Reporting:
  Prepare and present reports on customer service performance, trends, and initiatives to executive leadership, including actionable insights
• Compliance and Security:
  Ensure customer support practices comply with public sector regulations, data privacy standards, and security protocols, particularly for sensitive government data

• Education:
  
  Bachelor’s degree in Business Administration, Public Administration, Computer Science, or a related field. Master’s degree (e.g., MBA) preferred
• Experience:
• Minimum of 10 years of experience in customer service or support, with at least 5 years in a senior leadership role managing teams of 150 FTEs or more
• Proven track record in customer support within technology, SaaS, or public sector environments
• Experience with Microsoft-like enterprise software or cloud-based solutions is a plus

• Proficiency in customer relationship management (CRM) software (e.g., Salesforce)
• Familiarity with analytics platforms and data-driven decision-making tools
• Knowledge of transaction processing systems and compliance frameworks
• Soft Skills:
• Exceptional leadership and team-building abilities to inspire and manage diverse teams.
• Strong communication and interpersonal skills for engaging with customers, stakeholders, and cross-functional teams
• Analytical mindset with the ability to interpret data and drive continuous improvement
• Problem-solving and conflict resolution skills to…