VP, Global Customer Support

April 19

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WorkWave

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The Leader in Cloud-Based Field Service and Fleet Management Solutions for Companies With a Mobile Workforce.

1001 - 5000

Description

• Define and own the entire support lifecycle - implement best practices, map customer journey, allocate appropriate resources etc • Manage resource allocation, ensuring enduring processes are established as the organization scales to support an increasing global product footprint • Oversee and refine processes within our CRM to create efficiencies and cross-departmental communication • Define processes and KPIs, and ensure process adherence • Align SLAs with Product, Sales, and Marketing to ensure we measure and deliver on best-in-class support commitments and resolution times

Requirements

• A minimum of a Bachelor’s degree and at least 5 years of mid-level experience in managing customer service & technical support teams in an omni-channel contact center environment • 8+ years’ experience leading 100+ person organizations in a high-growth SaaS/Cloud environment • Demonstrated past experience in managing incident and defect prioritization collaboratively with development teams • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets • Experience implementing and driving Knowledge, Self-Service, CRM, ERP, and Incident management tools for client support processes

Benefits

• Develop a 3-year strategy, execution roadmap, priorities and plan to deliver proactive support vision, deflection and scale/productivity • Responsible for creating and maintaining a scalable global service delivery model across all applicable geographies • Drive staff engagement by providing professional development and guidance to all levels of the support team • Act as the Voice of the Customer across the organization & company • Work closely with the Product Development Team to identify opportunities for future product functionality and provide insight on customer experience as it pertains to roadmapping