Vice President of Services and Support - Colchester - Verathon Inc

Description

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.

Essential Functions and Responsibilities

• 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.

Strategic Planning & Execution

• 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.

Support Operations

• 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.

Requirements

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 tools, and analytics dashboards.
• Excellent communication, stakeholder management, and executive reporting skills.
• Ability to drive continuous improvement through data analysis, KPIs, and customer feedback. Must comply with and pass initial background check and drug screening, as well as subsequent background checks, drug screenings and vaccine requirements as required by customer contracts.
• Ability to follow DI's policies, procedures, system usage practices.
• Must have unrestricted work authorization in the United States.

Education and/or Experience

• Bachelor's degree in Business, Computer Science, or related field plus 10+ years of experience; OR 15+ years of related working experience. MBA or equivalent advanced degree preferred.

Physical Requirements/Working Conditions

While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer.

Preferred skills and experience

• Familiarity with global regulatory and compliance standards related to software deployment and customer data.
• Experience with customer journey mapping, onboarding optimization, and time‑to‑value acceleration strategies.
• Multilingual capabilities or experience working in multicultural environments.

This person reports directly to the Senior Vice President of Global Sales & Service.

Compensation and Benefits

• Salary Range: $190,000-$250,000 with a 20% bonus opportunity (Compensation will vary based on skills and experience)

Bonus Eligibility: Full‑time, non‑sales employees are eligible for DI's annual bonus plan based on company and individual performance.

Benefits: DI offers a competitive benefits package including medical, dental, vision, basic life insurance, paid holidays, paid time off, and a 401(k) matching plan.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.