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VP of Customer Support

Company: Software Related, Austin, TX
Location: Austin
Posted on: January 13, 2018

Job Description:

Job Summary: The Vice President of Customer Support plays a critical role in the design & delivery of the customer experience for the rapidly-growing Company customer base. You will lead and manage a team that supports hundreds of customers and thousands of users across the world via teams of Support Analysts, Technical Account Managers, Content Managers, and Technical Writers. You will be responsible for innovating processes, systems and team structures necessary to superlative customer experiences. You will interact with customers regularly and capably serve as the voice of the customer in key internal cross-functional teams. You will work closely across teams to quickly and effectively resolve issues and feed lessons in to prevent future ones. You will be the primary person responsible for continuously innovating to set and raise expectations for customer support in our industry. This VP role is in our Austin, TX headquarters and part of both the Customer Leadership team and Company’s Strategic Leadership Team. Responsibilities: Drive Customer Support Quality - maintain CSAT scores, decrease response and resolution times across all ticket channels (email, phone, web), and cultivate Company advocates in every customer interaction Measure Customer Support - refine operational metrics for the team as well as meaningful health metrics throughout the user base Foster a Learning Culture - use the data coming into support via tickets, use of documentation and help resources to identify themes of customer needs and evolve to meet them Inspire & Lead - recruit and hire top performers, develop talent across teams Track performance of Management team against organizational KPIs. Report to Executive Team on customer and product trends. Deliver usage and support data to other teams to assist with further improving customer experience Work across multiple internal teams to improve customer experience through innovation in product, processes, and customer support tools Requirements: Minimum of 10+ years of experience working in a customer support or analogous customer success capacity. At least 5 years leading a team of 15+ professionals Experience leading & optimizing a 24x7 customer support organization Experience supporting multiple product lines Enthusiastic leader with the ability to inspire others and develop employees An extensive history of delivering quality customer service over a variety of communication channels Experience with software and support tools such as ZenDesk, JIRA and Salesforce Customer empathy balanced with an analytical and process-oriented mindset Demonstrated desire for continuous learning and improvement Excellent communication and presentation skills Deep understanding of value drivers in SaaS subscription / recurring revenue business models Ability to travel up to 10% Relevant Bachelor’s degree; preference for computer science or related degrees

Keywords: Software Related, Austin, TX, Austin, VP of Customer Support, Executive, Austin, Texas

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