Note: The job is a remote job and is open to candidates in USA. isolved is the employer offering this executive customer support leadership role. The Vice President, Customer Support develops the customer support strategy, leads the support organization, and manages people and processes to improve client satisfaction, business performance, and response times. The role also partners with senior leaders and cross-functional teams to achieve strategic, operational, and customer service objectives.
Responsibilities
- Directs and manages the Customer Support team and function
- Responsible for managing, coaching and developing a team of highly effective Customer Support Representatives, Managers & Directors
- Responsible for developing and strengthening the team to excel in facilitating solutions to a wide variety of problems, leveraging organizational resources and best practices
- Understands, develops and implements strong program management practices (Change Requests, Issue Management, Risk Management, and Decision Tracking) and champions them within the organization
- Implements best practices, identify high risk areas and mitigate inefficiencies
- Accountable for meeting predetermined revenue objectives and margin targets while solidifying relationships with clients
- Exceeds client expectations with respect to the quality and strategic thinking
- Be a key client advocate internally and externally, anticipating and resolving delivery issues with the client and managing the performance of internal delivery resources
- Accountable for working with the sales, strategy, technology and other teams
- Responsible for exceeding business objectives, project profitability and customer service satisfaction objectives
- Responsible for developing and client relationships at senior levels
Skills
- Typically requires a Bachelor's degree and 15+ years of direct experience, with 10+ years of leadership experience
- May require advanced degree
- Bachelor's degree in business, or related field
- 15+ years relevant experience including client facing duties
- 10+ years of demonstrated experience leading large teams
- Experience managing customer support departments that have achievable scalable growth: individual contributors and leader/managers, remote and local and blended teams. Must have experience managing multiple specialties: technical project management, solution engineering, and technical support teams
- A passion for team building, mentoring, and empowering others
- Demonstrated ability to inspire and motivate team members to deliver consistent results that frequently exceed expectations
- Committed to building a diverse team with an emphasis on talent and skill development
Company Overview