VP of Customer Experience

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🔥 1 minute ago

⛷️ Utah – Remote

⛷️ Utah – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

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CAI Software, LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

🍽️ Food & Beverage

📦 Logistics

🏭 Manufacturing

Food & Beverage • Logistics • Manufacturing

CAI Software, LLC is a provider of production-oriented business management software for manufacturers, processors, distributors, and the graphic communications industry. The company delivers enterprise solutions including ERP, MES, WMS, EDI, inventory management, process automation, digital work instructions, and MIS to streamline operations, improve visibility, and optimize production and distribution workflows across industries such as seafood, food & beverage, aerospace, automotive, electronics, and printing. CAI supports deployment, implementation, and ongoing customer support for integrated, end-to-end software suites and enabling apps aimed at midmarket and enterprise customers.

📋 Description

• Lead global post-sale customer delivery operations across Professional Services, Customer Support, Managed Services, Premium 24x7x365 Support Operations, Documentation and Customer Enablement • Oversee the Global Center of Excellence and scale consistent operating standards across the product portfolio • Own Customer Experience as a business, including services bookings, gross margin, resource utilization, delivery efficiency, customer satisfaction and operational scalability • Partner with Sales to increase service attachment rates and develop standardized service offerings and recurring revenue opportunities • Implement AI to improve delivery speed and scale • Evolve standardized implementation methodologies, deployment playbooks, readiness checklists, knowledge capture standards, runbooks, go-live governance, escalation procedures, incident management and change control • Productize implementation, premium support, managed operations, documentation, release and change management, and customer enablement services • Serve as executive sponsor for strategic customer relationships, lead escalations and support enterprise deployments • Improve customer retention, confidence and long-term customer success

🎯 Requirements

• 15+ years of progressive leadership experience in Professional Services, Customer Experience, Customer Operations, or Technical Services within enterprise software or SaaS organizations • Demonstrated success leading large global customer-facing organizations • Experience managing Professional Services, Customer Support, Managed Services and customer delivery organizations • Proven ability to build standardized operating models across multiple software products • Strong financial acumen managing services profitability, utilization, forecasting and operational performance • Experience leading offshore or global delivery organizations and Centers of Excellence • Track record of scaling customer operations during rapid growth and organizational transformation • Executive-level communication and customer relationship management skills • Experience partnering with Product, Engineering, Sales and Executive Leadership • Preferred: experience serving print, manufacturing, industrial software, ERP, MES or manufacturing execution markets • Preferred: experience integrating acquired software businesses into a unified customer delivery organization • Preferred: experience building or leading Customer Success organizations • Preferred: familiarity with enterprise implementation methodologies and ITIL-based support operations • Preferred: experience developing partner enablement and channel delivery programs • Must be authorized to work in the United States

🏖️ Benefits

• AI-driven performance tools and work on next-generation manufacturing software • Inclusive environment and Equal Employment Opportunity commitment • Reasonable accommodations for applicants with disabilities and disabled veterans