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VP of Customer Care

ExecuNet Austin Full-Time
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Company’s Customer Care leader is responsible for leading a 50-person global team focused on resolving Company’s customer issues/questions. This covers the complete Company enterprise and team level product lines and includes both SaaS and on-premise solutions. Reporting to the Chief Customer Officer, the critical success factors to excel in this role are; laser focus on customer service levels (problem solving, responsiveness, empathy), ability to optimize and manage a high-performing customer care team, ability to analyze metrics and develop strategies to continually improve the team’s ability to provide excellent support, and building effective bridges across the enterprise to key stakeholders.

Responsibilities

  • Leading, motivating, and incenting the team to constantly develop new ways to improve the level of customer service
  • Ensure that customer’s issues are being resolved in a professional, timely, and knowledgeable manner
  • Continually evaluate processes and procedures. Suggesting methods to improve operations, team skill levels, escalation paths, and better communications methods internally and externally
  • Develop engagement methods with other critical organizations (Engineering and Dev Ops) to ensure specific issues are resolved in a timely fashion and systemic process issues are addressed
  • Ensuring a consistent, global, coverage model is supported throughout various regional holidays and company events
  • Provides statistical and performance feedback and coaching on a regular basis to each team member.
  • Driving and supporting ongoing cross-functional improvement projects as needed
  • Managing an ongoing customer survey process to constantly evaluate customer satisfaction and identify areas for improvement
  • Working directly with customers to diffuse escalated situations and ensure customer’s issues are resolved
  • Understands how to effectively engage with Cloud Operations teams and their processes

Qualifications

  • >15 years’ experience leading a SaaS enterprise technical support, customer care and hosting/cloud ops teams
  • Mental horsepower to quickly come up to speed on new products, technologies, and customer situations
  • Strong technical SaaS and on-premise support skills
  • Demonstrated complex problem solving and analysis skills, intellectual curiosity and strong desire to learn new approaches to serve customers
  • Ability to perform well under stress
  • Proven ability to perform well in cross-functional teams and build strong relationships with key executive stakeholders across Company
  • Proactively jumps in and improve sub-optimal situations
  • Ability to triage customer situations
  • Demonstrates strong planning and execution skills, 'do what you say you are going to do'
  • Demonstrates strong written and verbal communication skills, over communicates as needed
  • Demonstrates strong listening, empathetic, and humility skills
  • Bachelor’s degree, or equivalent combination of education and experience required.
  • Experienced using Service Cloud or other support solutions
 

Recommended skills

Verbal Communication
Humility
Operations
Complex Problem Solving
Leadership
Customer Service

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$140K
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VP of Customer Care
Estimated Salary: $69K
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Job ID: 586779

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