VP, Customer Support

Description

VP, CUSTOMER SUPPORT

Location: Remote, USA

Employment Type: Full-Time

Compensation: $210, (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.

Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

The Vice President of Customer Support will lead a global organization responsible for delivering world-class customer support across multiple domains. This executive will oversee teams managing the Application, Technical, and Performance pillars, along with Support Operations. The VP will drive strategic initiatives to enhance customer satisfaction, optimize support delivery, and ensure business continuity for commercial and enterprise clients worldwide.

The VP of Customer Support will operate as part of a senior leadership team reporting to the SVP of Customer Support and Remote Consulting (CSRC). Success in this role requires close collaboration and alignment with senior leaders in CSRC to ensure unified customer experience and operational excellence. This collaboration will exist between the VP of Remote Consulting (including Partner Enablement & Success), Director of Program Management, and Distinguished Support Engineers.

This will ensure that collaboration and integration of CSRC support and consulting offerings will maximize customer adoption and business outcomes; align support delivery with our partner enablement programs to reinforce partner success; and to share insights from support cases to inform consulting methodologies as well as partner enablement content. By aligning this role and its responsibilities to business outcomes with our Program Management Director, programmatic frameworks and KPIs will be developed to support reporting structures across global support initiatives.

Driving process optimization, tool adoption, and global consistency in customer support delivery will be key in organizational maturity and ability to scale.

Primary Duties and Responsibilities

• Define and execute the global support strategy aligned with company objectives.
• Partner with the SVP of Customer Support and Remote Consulting to shape long-term vision and operational excellence.
• Develop support strategy to continue high level of customer satisfaction even with growth.
• Study industry competition to maintain leading policies and offerings.
• Develop shift and location strategies to build a 24/7/365 support program.
• Create communication channels to ensure synergies across regions and with other departments.
• Ensure lessons learned from critical escalations are added into support playbooks and shared across teams.
• Partner with Cloud teams and CSRC resources to evaluate emerging technologies, performance trends, and architectural impacts on SaaS/Azure environments.
• Collaborate with product and engineering leaders to solve problems and share feedback from support cases that can influence product planning and design decisions
• Align support strategies with Customer Success initiatives to deliver a unified customer journey.
• Share customer health insights and escalation trends to proactively address risks and improve retention.
• Collaborate on success planning for highly visible accounts, ensuring continuity between proactive success management and reactive support.

Required Education and Experience

• College diploma or bachelor's degree in a technology-related field (or equivalent work experience)
• 15+ years of experience in customer support, technical support, or related leadership roles within software/SaaS companies.
• 15+ years of leadership experience.
• Proven track record of managing global support organizations with multiple functional domains.
• Deep expertise in SaaS platforms, Azure cloud environments, and enterprise software performance management.
• Strong understanding of customer business continuity and incident management.
• Exceptional leadership, communication, and stakeholder management skills.
• Ability to thrive in a fast-paced, matrixed environment with global teams.
• Excellent written, verbal, and interpersonal skills.
• Knowledge of Finance and Accounting practices and principles.

Preferred Education and Experience

• Experience with Power Shell,  or Visual Basic. Any object-oriented programing.
• Prior experience with any of the following products is a plus:
  • One Stream
  • SAP Outlooksoft BPC, SAP BOFC/BFC (Cartesis)
  • HFM (Hyperion Financial Management),FDM (Financial Data Quality Management, Hyperion Planning, Hyperion Essbase
  • IBM Cognos
  • or other EPM solutions.

Knowledge, Skills, and Abilities

• Leadership ability
• Technical capacity
• Organizational Skills
• Customer/Client Focus
• Decision Making
• Initiative
• Problem Solving/Analysis
• Strong communication skills

Supervisory Responsibilities

The Vice President,Customer Support oversees and provides strategic direction to both the customer support leadership and the broader support team across NA, EMEA and APAC, ensuring effective supervision and operational excellence

Travel

Travel Requirement:
As required, however limited in nature.

Who We Are

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