VP OF Customer Support - Fort Worth, United States - Insight Global

Description

A global software client is seeking a Vice President of Customer Support responsible for leading a global support program that delights customers with each interaction.

The VP of Customer Support is a hands-on operational leader who develops, executes, and drives support strategy across business units to foster a culture of excellence and customer-centricity.

As the VP of Customer Support, you will spearhead initiatives including:

• Develop and drive Customer Support strategy and manage the overall performance of people and processes to achieve the highest levels of customer service.
• Drive Voice of Customer initiatives throughout the organization.
• Work cross functionally to understand customer needs to create and deliver a delightful customer experience.
• Leads by example to inspire and encourage their team to provide the highest standards of customer service.
• Demonstrate data driven decision making by presenting business plans to justify all new investments.
• Understand and manage key expense drivers; continually seek ways to service our customers efficiently while still maintaining a high level of customer satisfaction.
• Build a customer care team that reinforces our brand's promise, expands customer belief in our products, and decreases churn through proactive customer care initiatives.
• Increase utilization of online support tools through the effective use of knowledge management, LMS systems, and other self help tools.
• Lead, participate in, and support cross functional initiatives to optimize operational efficiency.
• Enable our Strategic Partners through effective partner management initiatives.
• Provide strategic updates to Senior Leadership Team based on research, reports, and analytics.
• Establish individualized development plans tied to career progression paths with milestones for employee achievement and growth.

10+ years of experience in an elevated leadership position focused on customer support on a global scale

Experience in the Software, Software as a Service (SaaS), or ERP industry

Experience leading large enterprise customer support organizations people)

Ability to drive efficiencies on a large scale with a goal of 1st call resolution across a large suite of products

Experience implementing new technology resources to drive efficiencies

Ability to develop and present detailed high level business plans and budget proposals to Executive Staff for approval

Exceptional cross-functional production across an organization - working with product management team, collaborating with engineers, services teams, training team, etc.

Seeking a change agent who is highly motivated by helping customers and thrives in seeing customers success

Ability to travel up to 33%, including international travel

Bachelor's degree