Senior VP of Software Customer Support
Remote , USA | Leading Information Technologies Company
Functions:IT / Information Technology
Job Description:59 people have viewed this job
As a Senior VP, you will coach best-in-class VPs to ensure they develop their teams toward a common goal of excellence. You will drive growth in our atypical fast paced environment.
Every day, you will conduct deep dives into weekly metrics and escalations. You will prepare weekly business reviews for the COO, and conduct weekly 1:1 meetings with VPs to review metrics, blockers and conduct call & ticket analysis, if necessary. You will manage the operations of the Technical Support department by utilizing our productivity tool “Worksmart” to find inefficiencies and create data-driven action plans.
Lead a team of 150+ Technical Support Engineers and Managers by finding inefficiencies and creating data-driven action plans
Integrate all support channels (phone, email, chat) to create a seamless customer experience
Build strong relationships with stakeholders and intervene in critical customer situations
Work closely with Engineering, providing feedback from customers on product quality and features and influencing design for supportability
Have a university degree (BS, MS, or Ph.D.) in Computer Science, Computer Engineering, Mathematics, Physics or Information Technology
2+ years of experience in a customer facing support position. 5+ years of experience in a hands-on technical position such as Software Engineer, Network Engineer, L2+ Technical Support or System Administrator
10+ years of experience managing a software customer support organization of 150+ people
Strong organizational, planning, leadership and presentation skills, all delivered with a confident and professional manner, and with perfect English skills
Excellent at reducing overly complicated and unstructured answers into a set of simple and structured decisions
WHAT YOU WILL LEARN
You will learn how to operate at scale and learn how to onboard new acquisitions at a rate of 1 company/product per week.
You will study what it takes to measure success on a daily and weekly basis. You will acquire the skills necessary for conducting deep dives to resolve problems with your teams.
You will coach your team on the importance of daily progress against quarterly set quantifiable goals which deliver real business value.
You will learn how to overcome the challenges of managing an entirely remote customer team. Ultimately, you will learn to move fast, take risks and learn from failures.