Vice President - Global Customer Support

2 days ago

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Elite Technology

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Our solutions lie at the heart of the world’s most successful law firms, accelerating their businesses

software • legal • practice management • financial management • professional services firms

501 - 1000

Description

• As the Vice President of Global Customer Support at Elite Technology, you will report to the Chief Customer Officer, who will be located in the United States. • You will be responsible for leading and managing our global customer support operations. • You will ensure exceptional service to our customers, driving customer satisfaction and retention. • This role requires a strategic leader who can collaborate closely with cross-functional teams and across departments, drive optimization of processes, and elevate customer satisfaction. • Additionally, you will be instrumental in fostering a culture of continuous improvement within the Global Support team, encouraging innovation, and promoting a customer-centric mindset. • You will leverage data and analytics to identify opportunities for improvement, streamline workflows, and ensure that our support services are scalable and capable of meeting our customers' evolving needs. • Your leadership will be key in ensuring that our global support operations not only meet but exceed industry standards, setting a benchmark for excellence in customer support. • This role demands a proactive and dynamic approach to driving positive change and delivering exceptional results for customers and Elite.

Requirements

• Bachelor’s degree in a relevant field (e.g., Computer Science, Business Administration, or a related discipline). • 10+ years of experience working at a private equity backed SasS company with at least 5+ years in a leadership role. • Experience integrating new teams into the organization, such as mergers and acquisitions. • Prior experience in transforming an on-premises support organization to a SaaS-based organization. • Proficient comprehension of SaaS products, customer lifecycle, and support processes. • Demonstrated ability to build, manage, and mentor high-performing support teams, including managing large-scale, global operations. • Proven ability to develop and implement strategic plans to enhance team performance and customer satisfaction. • Excellent problem-solving abilities and the capacity to handle complex, high-pressure situations. • Ability to thrive in a fast-paced, dynamic SaaS environment and adapt to changing priorities. • Experience managing and driving organizational transformation. • Familiarity with customer satisfaction metrics (e.g., NPS, CSAT) and strategies for continuous improvement. • Ability to foresee industry trends, set long-term goals, and create a roadmap for continuous improvement. • Ability to work effectively and collaboratively with other departments, such as Services, Technology, Product Management, and Sales. • Proficiency in using data and analytics to measure performance and drive improvements. • Strong analytical skills and a proactive approach to identifying and resolving issues. • Strong knowledge of support tools and systems (e.g., ticketing systems, knowledge bases). • Experience interacting with C-level executives, board members, and investors. • Strong analytical skills and data-driven decision-making. • Excellent communication and stakeholder management abilities.

Benefits

• Competitive Compensation Package ($235,000 to $275,000 base salary + variable component) • Comprehensive Healthcare Coverage (Health, Dental, Vision) • Retirement Savings Plan with an Employer Contribution • Professional Development Opportunities • Time Off • Wellness Initiatives