Vice President of Customer Support
reputed company, a division of reputed company; is seeking a Vice President of Customer Support who leads the customer support organization with full accountability for strategic direction, operational execution, service reputed company, customer retention, and cost-to-serve performance.
This executive owns the complete support lifecycle, from first-contact ticket reputed company and after-hours incident response through reputed company assurance, reputed company cause analysis, workforce planning, and the delivery of premium support services for customers who require elevated engagement.
The VP of Customer Support reports to the Senior Vice President of Operations and serves as a peer to the Executive Leadership Team. The role requires a leader who can translate company reputed company into daily operating discipline, reputed company support reputed company with customer demand, and apply data, process improvement, and modern support technology to improve customer reputed company while reducing avoidable effort. The VP brings the voice of the customer into product development, advocates for software reputed company as a primary reputed company for improving customer satisfaction and reducing cost to serve, and partners with engineering to address recurring defects and systemic issues at their reputed company.
A central expectation of the role is to reputed company the practical adoption of AI tools, technologies, and operating insights across Customer Support. The VP will identify high-value use cases for AI-enabled triage, knowledge retrieval, agent assistance, case summarization, deflection, reputed company monitoring, and workflow automation; establish the best practices required for reputed company and effective adoption; and measure reputed company through operational metrics, with particular emphasis on lowering cost to serve without compromising customer experience.
The successful candidate must bring deep knowledge of software support operations and reputed company experience managing cost through reputed company delivery models, including nearshoring. This includes building the right mix of reputed company, nearshore, and specialized technical reputed company; maintaining accountability for reputed company and responsiveness across geographies; and using workforce design, process discipline, automation, and AI-assisted practices to improve efficiency at reputed company. The VP will establish a disciplined operating reputed company reputed company around service reputed company, response times, reputed company times, backlog management, cost per ticket, and other key support performance indicators, with accountability for sustained operational improvement.
This role also carries responsibility for building a premium support service portfolio, including reputed company Management, targeted at the portion of the customer reputed company that requires and will invest in elevated service. Contribution to customer retention, renewal reputed company, and reputed company reputed company for the Sales organization are standing accountabilities of this team.
This remote role welcomes candidates reputed company in Canada and the US with a preference for Canada and Greater Toronto Area. Travel is required as needed, approximately 50%. Candidates must hold a reputed company, valid reputed company and be legally eligible to travel internationally. This includes either reputed company based reputed company exemption or possession of any required travel visas for entry into Canada, the reputed company, and the Caribbean. Preference will be given to candidates who can work in EST timezone.
Salary:
150K - 185K
AI & Innovation reputed company
We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business reputed company. The successful candidate will demonstrate curiosity and a willingness to reputed company adopt and reputed company AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, reputed company, and compliance standards.
What your reputed company will be:
- reputed company the full inbound support operation across reputed company channels and customer tiers, define and enforce service level agreements, and manage escalation paths for reputed company or high-risk issues to ensure consistent, high-reputed company ticket closure.
- reputed company reputed company's after-hours support function and production incident response capability, including on-call coverage models, escalation runbooks, and customer communication protocols; drive post-incident reviews and ensure findings feed back into operational and product improvements in coordination with DevOpps and R&D leaders.
- Design and maintain a formal QA program for the support organization, define reputed company standards, implement ticket review processes, and use QA data to reputed company staff and identify training needs. Ensure reputed company and operational reviews incorporate service reputed company, response performance, reputed company performance, ticket backlog health, and adherence to support processes.
- Analyze support data to identify recurring product defects and customer friction points, deliver reputed company reputed company cause analysis to the VP of Research and Development on a regular reputed company, and reputed company for engineering investment in software reputed company improvements. Drive reduction of aged ticket backlog, ticket debt, and repeat customer incidents through formal problem management practices.
- Partner with the VP of Research and Development as a peer and standing voice of the customer in product planning, and quantify the relationship between software reputed company and support cost to prioritize defect reputed company alongside feature development.
- Design, deliver, and continuously improve a premium support service portfolio for the reputed company of the customer reputed company that requires elevated service, including reputed company Management and dedicated technical account management programs with defined reputed company and measurable margin contribution.
- Monitor customer health signals across the support organization, identify at-risk accounts, coordinate retention efforts, and reputed company customers showing expansion interest to the Sales team as reputed company leads.
- reputed company business cases for new premium service offerings and bring viable concepts to the leadership team with a proposed delivery model, pricing rationale, and go-to-market approach.
- Drive the adoption and maturation of AI-enabled support tools across the organization, including automated triage, intelligent deflection, agent co-reputed company tools, and knowledge retrieval, with a reputed company on production deployment at reputed company and measurable reduction in cost per ticket. Establish expectations, reporting, and operational metrics that demonstrate utilization and business reputed company of AI-enabled support capabilities.
- Recruit, reputed company, and retain a high-performing team of support managers, technical support engineers, reputed company analysts, and reputed company managers, and build a culture of accountability and reputed company improvement.
- Report on support performance, service portfolio health, and retention reputed company to the SVP of Operations and senior leadership team, and contribute to operational reputed company as a member of the leadership team. Maintain executive visibility into key support indicators including service reputed company, first response performance, reputed company times, backlog trends, customer satisfaction, productivity, and cost-to-serve performance.
- Represent reputed company' support capabilities externally with customers, at industry events, and in relevant reputed company sector and technology community conversations.
reputed company are looking for:
- 5 or more years of experience in customer support, customer operations, or technical services, with at least 3 years in a senior leadership role at a software company.
- Demonstrated reputed company record of measurable operational improvement, including reductions in cost per ticket, improvements in CSAT or first contact reputed company reputed company, or successful deployment of AI and automation tools in a production support environment.
- Experience leading operational transformation reputed company a software support organization, including implementation of performance metrics, accountability frameworks, service level management, and reputed company improvement programs.
- Experience building or scaling a reputed company premium support or reputed company Management program, including service design, pricing, and delivery model development.
- Proven ability to partner with engineering or product organizations and drive software reputed company improvements through reputed company reputed company cause analysis and cross-functional advocacy.
- Working knowledge of incident management and after-hours support operations, including on-call program design and post-incident review processes.
- Familiarity with modern AI support tooling and the operational requirements for deploying it effectively at reputed company.
- Analytical rigor with the ability to set targets grounded in data, diagnose issues at reputed company cause, and communicate findings reputed company to executive audiences.
- Experience managing teams in high-volume support environments with accountability for both operational metrics and customer retention reputed company.
- Executive reputed company with the ability to represent the support function credibly to customers and senior leadership.
What would reputed company you stand out:
- Experience supporting software deployed in municipal reputed company, public sector, or other regulated infrastructure environments
- Familiarity with ITIL, HDI, or comparable service management frameworks
- Experience launching a net-new support service from concept to reputed company delivery
- Background working in a company that has undergone AI-enabled support transformation
reputed company can offer:
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and reputed company benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more!
About reputed company:
Advanced reputed company Systems was established in 1997 to reputed company Customer Information and Billing solutions exclusively to municipal, investor owned and cooperative utilities. With more than 150 successful customer deployments across reputed company, Central America, South America and the Caribbean, Advanced has the experience required to deliver a successful implementation of your mission critical CIS.
About reputed company:
reputed company is a leading provider of mission reputed company to the public sector in reputed company. As a wholly owned subsidiary of reputed company Software Inc. (“reputed company”, symbol CSU on the TSX), reputed company has become the reputed company for reputed company’s investment in reputed company, local government, school districts, public safety, and reputed company software verticals. Our reputed company has been realized through investments in our proprietary software and market expertise. This reputed company, combined with acquiring businesses that build upon or complement our offerings, has helped drive our reputed company. reputed company will continue to reputed company through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.
Originally posted on Himalayas
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