Vice President, Customer Support

Summary/objective

The Vice President, Customer Support is responsible for managing all aspects of customer support and service. The Vice President develops isolved's customer support strategy and manages the overall performance of people and processes to achieve the highest levels of client satisfaction. This position will be charged with working with other senior leaders to identify short- and long-term goals for the company and determine what role customer support can play in improving client relationships, satisfaction, and company response time to issues.

Core Job Duties

• 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.

Job Complexity

Guides and inspires others to work with abstract ideas or situations across functional areas of the business. Sets strategy and guides senior leaders in identifying and evaluating fundamental issues and direction for business unit(s). Requires in-depth knowledge of the business unit, business strategies, and the company's goals.

Interaction

Interacts internally and externally with executive and C-Level level management, requiring negotiation of extremely critical matters. Influences policymaking.

Supervision

Directs and controls the activities of one or more business unit, division, product groups or service areas through senior leaders who have overall responsibility for the successful operation of those assigned areas. Clear expertise as a leader and operator.

Experience

Typically requires a Bachelor's degree and 15+ years of direct experience, with 10+ years of leadership experience. May require advanced degree.

Scope

Sets direction, strategy, and vision for business unit(s). Holds senior leaders accountable for results. Helps shape, exemplify, and hold senior leaders accountable to the management standards of the company. Approves corporate and/or organizational policies and authorizes their implementation. Inspires senior leaders to develop innovative concepts and promote new ideas. Drives meaningful impact and improvements across multiple functions or business units; strategically plans for how people and processes scale.

Discretion

Erroneous decisions will have a significant long-term effect on the company's success.

Minimum Qualifications

• 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