VP Global Customer Support

Trimble Inc. • Atlanta, GA

1d

About The Position

The Vice President of Global Customer Support is a strategic executive-level leader responsible for defining the global vision, strategy, and execution of all technical support operations. This role ensures customers receive timely, expert and scalable assistance across all global markets, driving exceptional customer satisfaction, loyalty, and product adoption.

Responsibilities

• Global Support Strategy: Develop and execute a comprehensive, unified global support strategy (24/7/365, multi-channel, multi-tiered) that aligns with the company's growth targets and commitment to a world-class customer experience.
• Service Level Agreements (SLAs): Define, monitor, and enforce global SLAs and Operational Level Agreements (OLAs) for all support tiers to ensure consistency and world-class speed and quality of resolution.
• Process Scaling: Drive continuous operational improvement initiatives across all regional support teams, focusing on automation, deflection (self-service), and optimization of workflows for maximum efficiency and reduction in cost-to-serve.
• Support Tech Stack: Oversee the selection, implementation, and optimization of the support technology ecosystem, including ticketing systems (e.g., Service Cloud), CRM, and Contact Center technology.
• Knowledge & Self-Service: Define the strategy for knowledge management (internal and external), driving significant improvements in the self-service portal, community forums, and documentation to empower customers and reduce ticket volume.
• Defect & Escalation Management: Establish rigorous, predictable, and expedited global processes for bug reporting, critical incident management, and high-priority escalation workflows, ensuring seamless coordination between Support, Engineering, and Product teams.
• Customer Communication: Partner closely with Product, Marketing and Customer Experience Operations to ensure timely, accurate and valuable communication to the customer base regarding product updates, product releases, and bugs or critical incidents.
• Budget & P&L: Own the global support budget, managing forecasting, resource allocation, and spending to ensure profitable and efficient delivery of services.
• Talent & Development: Lead, mentor, and scale a large, globally distributed team of support managers and specialists. Institute world-class hiring, onboarding, and continuous training programs (including technical certifications).
• Performance & Culture: Establish key performance indicators (KPIs) for the team, including CSAT (Customer Satisfaction Score), FCR (First Contact Resolution), TTR (Time to Resolution), and overall Quality Score. Foster a resilient, empathetic, and data-driven culture.
• Customer Advocacy: Act as the executive point of contact for major customer escalations, ensuring rapid resolution and maintaining strong relationships with high-value clients.
• Voice of the Customer (VoC): Serve as the definitive Voice of the Customer for technical issues, analyzing support data to identify recurring product issues and collaborating with the Product and Engineering GMs to influence the product roadmap and prioritize bug fixes.
• Customer Success Alignment: Partner closely with the VP of Customer Success to ensure smooth handoffs, align on customer health definitions, and provide proactive support to at-risk or high-churn accounts.

Benefits

• Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans.
• Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
• If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed