Vice President of Services and Support

Data Innov - HQ
463 Mountain View Dr
Colchester, VT 05446, USA

This leader will take a hands‑on approach to optimizing delivery methodologies, building high‑performing global teams, and establishing scalable support systems that meet the demands of a growing customer base. The Vice President will be instrumental in aligning cross‑functional efforts across Sales, Product, and Engineering, while leveraging AI‑driven insights and automation to improve time‑to‑value, onboarding outcomes, and support efficiency. Success in this role requires strong strategic planning, operational excellence, and the ability to lead with vision and purpose in a fast‑paced, customer‑centric environment.

• Build and mentor a high‑performing global team of service managers, support engineers, and customer success specialists.
• Foster a culture of accountability, continuous improvement, and customer‑centricity.
• Drive hiring, training, and professional development initiatives.
• Lead with Vision and
  
  Purpose:
  
  Inspire high‑performing teams by setting ambitious goals, aligning people and processes, and communicating a clear business vision that motivates others to exceed expectations.
• Drive Strategic and Adaptive Thinking:
  Use data to inform decisions, embrace change, and continuously seek opportunities to improve business outcomes through innovation and flexibility.
• Develop Talent and Foster Accountability:
  Build strong relationships, coach others for growth, and create a learning environment that encourages ownership, performance, and long‑term organizational success.

• Develop and execute a global strategy for implementation and support aligned with company growth goals.
• Manage departmental budgets, resource allocation, and vendor relationships.
• Report on performance metrics to executive leadership and recommend strategic improvements.
• Oversee global software services projects, ensuring timely delivery, quality outcomes, and customer satisfaction.
• Develop and refine implementation methodologies, playbooks, and best practices.
• Collaborate with Sales, Product, and Engineering to ensure smooth handoffs and alignment with customer expectations.
• Use AI‑based project forecasting and risk modeling to improve delivery success rates and reduce time‑to‑value.
• Monitor KPIs such as time‑to‑value, project success rate, and customer onboarding metrics.

• Lead global support teams across multiple time zones, ensuring 24/7 coverage and high‑quality service.
• Define and manage SLAs, escalation protocols, and customer communication standards.
• Implement scalable support systems, including ticketing platforms, knowledge bases, and self‑service tools.
• Analyze support trends to inform product improvements and reduce case volume.
• Implement AI‑powered support systems, including intelligent ticket routing, predictive analytics, and chatbot/self‑service tools to enhance responsiveness and reduce case volume.

Knowledge, Skills, and Abilities:

• 10+ years of experience in software implementation, customer support, or professional services, with at least 5 years in a senior leadership role.
• Demonstrated success in leading global, cross‑functional teams across multiple time zones and cultures.
• Proven ability to scale post‑sales operations in a growth‑oriented SaaS or enterprise software environment.
• Strong strategic planning and execution skills, with experience managing departmental budgets and vendor relationships.
• Experience leading transformation initiatives such as transitioning from traditional support models to scalable, cloud‑based systems.
• Deep expertise in implementation frameworks and customer success methodologies.
• Experience working with AI‑driven support tools, automation platforms, or self‑service technologies (e.g., chatbots, predictive analytics, intelligent routing).
• Ability to leverage AI and data science to drive operational efficiency, customer insights, and continuous improvement.
• Familiarity with AI governance and ethical considerations in customer‑facing applications.
• Proficiency in CRM and support platforms (e.g., Salesforce Service Cloud, Zendesk), project management…