Vice President, Global Customer Support

Job not on LinkedIn

🔥 54 minutes ago

🌐 Netherlands, United Kingdom – Remote

🇳🇱 Netherlands – Remote 🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Unit4

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1980

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

Enterprise • SaaS • Artificial Intelligence

Unit4 is a company that develops and delivers cloud-based enterprise software solutions focused on ERP, HCM, FP&A, Financial Management, and S2C. The solutions are designed to enhance productivity and collaboration within organizations, specifically tailored for people-centered and service-focused institutions like Professional Services, Public Sector, Nonprofit, and Higher Education. Unit4's platform integrates AI to optimize operations across finance, HR, and project management, aiming to improve user experience and organizational agility. Their solutions cater to roles such as CFOs, CHROs, and CIOs, providing them with the tools to drive strategic outcomes, performance, and adaptability within their organizations.

📋 Description

• Lead the global Customer Support organisation and create a high-performance culture • Establish and maintain operational performance management for service levels, backlog health, resolution performance, escalations, workforce productivity and continuous improvement • Lead operational reviews covering customer outcomes, service delivery, resource utilisation and support efficiency • Define and execute a global support strategy for scalable growth, customer satisfaction, service quality and operational efficiency • Build and evolve a unified support operating model across products, regions and customer segments • Improve resolution times, service performance, customer effort and operational effectiveness • Partner with Product, Engineering, Cloud Operations and Customer Success to accelerate issue resolution and eliminate recurring challenges • Convert customer insight, feedback and operational data into product, service and experience improvements • Drive adoption of AI, automation, knowledge management and self-service capabilities • Develop leadership capability, succession plans and career pathways • Lead workforce planning, investment decisions and budget management • Serve as executive voice of the customer and influence strategic priorities

🎯 Requirements

• Demonstrated success leading large-scale global customer support, customer experience or service operations organisations within SaaS, enterprise software or technology businesses • Proven ability to deliver measurable improvements in customer satisfaction, operational performance and organisational effectiveness • Strong expertise in operational leadership, service management, workforce planning and business transformation • Experience building high-performing teams and developing leaders across multiple regions and functions • Demonstrated ability to influence executive stakeholders and drive alignment across complex organisations • Experience implementing self-service, automation, knowledge management and AI-enabled solutions • Strong commercial and financial acumen with experience managing budgets, investments and organisational resources • Data-driven mindset with excellent analytical and decision-making capabilities • Outstanding communication and stakeholder management skills • Experience leading support organisations within a multi-product cloud software environment • Knowledge of modern customer support platforms, service operations frameworks and customer experience methodologies • Experience using customer insight to influence product strategy, service design and business priorities • Relevant certifications in leadership, service management, operational excellence or change management • Experience leading large-scale transformation and change programmes

🏖️ Benefits

• Flexible ways of working • Supportive and inclusive culture • Opportunities to learn, grow and develop your career internationally • Opportunity to transform a critical global function and shape the future of customer support