Vice President, Support Services in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Vice President, Support Services in the United States.

This executive role leads the strategic direction and operational performance of a global client support organization serving enterprise utility software customers. You will be responsible for ensuring high-quality, scalable support services that maximize client satisfaction, retention, and long-term value realization from complex CIS/ERP solutions. Operating at the intersection of technology, service delivery, and commercial performance, you will oversee multi-tier support teams and managed services functions across distributed geographies. The role requires a strong balance of strategic leadership and hands-on operational oversight, including financial management, escalation ownership, and KPI governance. You will work closely with product, sales, professional services, and engineering teams to improve service delivery and influence product evolution. This is a high-impact leadership position in a performance-driven environment where customer success, operational excellence, and continuous improvement are central priorities.

• Define and execute the strategic vision for the support services organization, aligning operations with goals for client satisfaction, retention, and recurring revenue growth.
• Lead, develop, and scale global support teams, including helpdesk, technical support (tier 2/3), and client success functions.
• Oversee financial performance of the support organization, including budgeting, OPEX management, revenue forecasting, and contract renewal oversight.
• Act as executive escalation point for critical incidents, ensuring timely resolution and effective communication with clients and stakeholders.
• Establish and continuously improve KPIs such as SLA adherence, CSAT, ticket resolution times, and escalation rates.
• Partner cross-functionally with professional services, sales, product, and engineering teams to enhance customer experience and reduce support complexity.
• Drive adoption of modern support technologies, including AI-enabled tools, automation, knowledge management, and self-service capabilities.
• Provide leadership oversight for managed services and technical operations, ensuring infrastructure reliability and SLA compliance for hosted environments.
• Present performance insights, operational updates, and strategic recommendations to executive leadership.

• Bachelor’s degree in Business, IT, Computer Science, or a related field, or equivalent professional experience.
• 10+ years of experience in customer or technical support, including at least 5 years in senior leadership or executive roles.
• Proven experience leading enterprise software support organizations, ideally in complex, high-availability environments.
• Strong financial acumen with experience managing budgets, forecasting revenue, and overseeing contract renewals.
• Deep understanding of incident management, escalation processes, and SLA-driven service delivery.
• Excellent communication and interpersonal skills, with the ability to manage high-stakes client relationships and executive discussions.
• Strong analytical mindset with a data-driven approach to performance improvement and operational decision-making.
• Experience with support platforms and tools such as CRM and ticketing systems (e.g., Salesforce, Zendesk, Jira Service Management).
• Ability to lead distributed, global teams across multiple time zones.
• Experience in utility, ERP, or mission-critical software environments is highly valued.

• Competitive compensation package including base salary and performance-based incentives.
• Annual vacation allowance plus additional personal days.
• Comprehensive medical, dental, and vision coverage from day one.
• Retirement and savings programs, including 401(k)/RRSP matching and employee ownership opportunities.
• Remote-first flexibility with travel as required for leadership and client engagement.
• Access to professional development and leadership growth opportunities.
• Lifestyle rewards and employee recognition programs.
• Inclusive, high-performance culture focused on innovation, accountability, and continuous improvement.