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VP, Global Support

N/A, WA, USA | Vista Equity Partners

  • Industry:
    Financial Services
  • Position Type:
  • Functions:
    General Management
    Operations / Production
  • Experience:
Job Description:
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The Vice President of Global Support is a customer obsessed leader, responsible for leading Apptio’s technical support teams worldwide.The leader must have experience creating the strategy, tools, personnel and operations to effectively grow a global organization to support customers around the world in multiple languages.Experience working with complex solutions for large customers, as well as packaged solutions for small customers is critical. 

Passion for the customer first and foremost, channeled through building deep relationships cross functionally to ensure products, processes and initiatives reflect building the best customer experience. Strong leadership presence that allows for building customer executive relationships and doing escalation management.


Responsibilities


Proven operational ability to lead a team around strategy and execution around new models of support that maximize customer success, and that can scale globally in a rapidly growing and dynamic organization

Customer facing executive with the experience, presence and empathy of managing executive customer relationships during escalations

Demonstrated passion for creating wildly successful customers, and a track record of rolling out efficient processes and systems that delight our customers 

Excellent cross-functional communicator and team player. Will need to partner deeply with Engineering, Products, Sales, Customer Success and Global Services and have a seat at the table to ensure cross functional initiatives and outcomes are achieved.

Positive and energetic leadership presence

Strong sense of urgency, hustle and grit

Ability to attract and retain great talent. Cares deeply about the team and excels at identifying, mentoring and developing individuals at all levels


Qualifications


You are very comfortable with “C” level customer relationships in large enterprise customers to drive value and engagement.

You are a strategic thinker with strong operational experience, able to drive cross functional accountability

You have SaaS experience and know what it’s like to live in complex software.

You have a demonstrated experience in driving change and value for customers

You are a ruthless prioitizer and clear communicator

Minimum 15 years’ experience leading worldwide operations of globally distributed, multi-lingual technical support.

Demonstrated success implementing programs and processes to maximize customer success and product adoption. 

Experience managing a multi-million dollar expense budget and revenue stream.

Bachelor’s degree in Computer Science, Information Technology or related field. 

Experience leading both packaged and/or platform support teams with Fortune 100 customers.

Demonstrated success developing high performing leaders and individual contributor

Prefer experience building support in a SaaS company

Has built and run Premier offerings

Masters in Business Administration or equivalent experience is desired.

You are a proven leader and motivator. Entrepreneurial, unafraid to roll-up sleeves, get it done and "lead from the front”

You can demonstrate a track record of success in large companies and hyper-growth ventures with a focus on building high performing customer success organizations.

You show strong customer focus; demonstrated experience in utilizing competitive intelligence, market research, customer forums and community feedback


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