Vice President - Customer Support - Software Product

Responsibilities:

- Drive Customer Experience Transformation

- Impact Customer Experience Outcomes

- Lead World-class Customer Support Team

- Define and Optimize Customer Support Lifecycle to enable world-class support

- Measure Effectiveness of Customer Support processes

- Enhance Effectiveness and Efficiency Through Technology

Requirements:

- At least 18 years of experience in customer support within a technical environment with at least 5 years of experience in a senior leadership capacity

- Strong knowledge of technical support models especially from an offshore perspective

- Experience in managing a support organization and understanding key metrics

- Experience in supporting developer platforms (i.e. development tools) and SaaS/cloud products

- Strong analytical ability to grasp problems at a conceptual level and drive solutions

- Good technical foundation with understanding of current mobile technologies

- Prior career experience in software development is required