Vice President Support Services – Harris Govern

Key Responsibilities

As the Vice President of Support Services, you will be instrumental in shaping the future of our customer interactions and operational excellence. You will:

• Develop and execute strategic plans for the support services department, ensuring alignment with the company’s overarching vision, mission, and objectives.
• Drive financial performance by accurately forecasting and delivering multi-million recurring revenue, while maintaining a high revenue-to-OPEX ratio and minimizing forecast-to-actuals variances.
• Spearhead annual pricing initiatives, oversee contract renewals, and implement strategies to track and mitigate client attrition.
• Serve as the executive point of escalation for critical internal and external issues, ensuring prompt and effective resolution.
• Lead, mentor, and develop a high-performing team of managers, team leads, and support analysts, fostering their ongoing professional growth and success through effective guidance and performance evaluations.
• Establish, monitor, and optimize key performance indicators (KPIs) for the support services department, driving continuous improvement in customer satisfaction, response times, and resolution rates.
• Oversee the creation and implementation of robust support services policies, procedures, and standards to enhance overall efficiency and effectiveness.
• Cultivate a dynamic departmental culture centered on collaboration, innovation, and continuous learning, championing best practices in customer support.
• Collaborate effectively with fellow executive team members to develop and implement cross-functional initiatives aimed at enhancing the customer experience across all touch points.
• Partner strategically with the Sales team to support pre-sales activities, instilling confidence in prospective clients regarding post-sale service excellence, and contributing to new business acquisition by showcasing the value and reliability of our support services.
• Ensure seamless alignment with Professional Services to facilitate smooth transitions from project delivery to ongoing support, thereby preserving service continuity, customer confidence, and long-term satisfaction.
• Manage the departmental budget with diligence, allocating resources effectively to ensure the delivery of high-quality customer support within established financial constraints.
• Represent the support services department in executive leadership meetings, providing comprehensive updates on performance, challenges, and strategic opportunities for growth.

Qualification & Requirements

We are seeking a candidate with a strong foundation in customer support leadership and a proven ability to drive results. You should possess:

• A Bachelor’s degree in Business Administration, Information Technology, Computer Science, or a related field, or equivalent professional experience.
• A minimum of ten (10) years of progressive experience in customer support roles, including at least five (5) years in a senior leadership or executive capacity.
• A demonstrable track record of developing and successfully implementing strategies that enhance customer support operations and elevate team performance.
• Exceptional interpersonal, communication, and leadership skills, with the proven ability to inspire, motivate, and guide teams at all organizational levels.
• Strong analytical and problem-solving capabilities, with a clear focus on continuous improvement methodologies and data-driven decision-making.
• Proficiency with a range of customer support software and tools, including CRM systems, ticketing platforms, and remote support technologies.
• Solid experience in managing departmental budgets and allocating resources effectively, with a commitment to delivering outstanding customer support within financial parameters.

Beyond the core requirements, the following attributes and experiences will distinguish you:

• A comprehensive understanding of current industry trends, emerging technologies, and established best practices within the customer support landscape.
• Demonstrated strategic insight into the practical application of Artificial Intelligence (AI) and machine learning technologies to optimize customer service workflows, enhance personalization, and improve overall user experience.
• A forward-thinking approach to identifying and leveraging innovative solutions to anticipate customer needs and proactively address potential service challenges.
• Experience in fostering a culture of innovation that encourages the adoption of new technologies and methodologies to drive efficiency and customer satisfaction.

Benefits

No information available.