VP of Customer Experience & Support

Vomela•Elk Grove Village, IL

About The Position

At Vomela, our greatest asset is our people. As a full-service visual communications company, we are looking for creative and intellectual thinkers that work with our customers to create compelling brand solutions and foster meaningful connections. And while you're focused on creating big things for global and local brands, we will help you build a career you can be passionate about. Job Summary The VP of Customer Experience & Support is a strategic, customer‑obsessed leader responsible for building and leading a world‑class customer service organization. This role drives profitable growth by elevating customer experience, strengthening the sales team's effectiveness, and ensuring customers receive exceptional support throughout their journey. They will define long‑term strategy, enable sales growth, enhance operational performance, and lead a team that consistently delivers high-quality, scalable service.

Requirements

10+ years of leadership experience in customer service, customer success, or related functions, preferably in a growth‑oriented environment.
Demonstrated success building and scaling customer-facing teams.
Strong strategic planning, operational management, and change leadership capabilities.
Proven ability to collaborate effectively with Sales, Product, and Operations.
Exceptional communication, executive presence, and relationship‑building skills.
Deep experience with CRM and customer service technologies (Salesforce, Zendesk, ServiceNow, etc.).
A passion for delivering exceptional customer experiences and developing strong teams.

Responsibilities

Develop and execute the customer service strategy to support company growth, customer retention, and business objectives.
Build a unified service model that seamlessly integrates post‑sales support, customer success, and sales enablement.
Implement performance metrics that measure customer satisfaction, retention, service efficiency, and revenue impact.
Serve as the company’s voice of the customer—advocating improvements, influencing cross‑functional decisions, and shaping long-term plans.
Lead teams responsible for customer service, technical support, and issue resolution to deliver timely, accurate, and empathetic support.
Establish scalable, repeatable processes and service standards across all customer touchpoints.
Implement tools and technologies (CRM, service platforms, analytics) that enhance efficiency and improve customer outcomes.
Oversee escalation management and ensure rapid resolution of high-impact customer issues.
Establish a proactive support team (s) that will strengthen the sales team’s effectiveness by providing comprehensive sales administration support, project management and installation coordination.
Project Management for new customer-facing technology solutions (Flex, Edge, etc.). Responsibilities include site development, deployment, and customer adoption.
A Product and Pricing team to assist with customer estimates and provide product and internal/external sourcing guidance.
Installation and logistics coordination.
Work closely with Sales leadership to create and implement a RACI matrix for Sales and Customer Service to ensure proper and effective handoffs.
Create programs that equip the sales organization with customer insights, service data, and problem‑solving resources.
Partner with Sales and Marketing to improve onboarding, customer education, and post‑sale transitions.
Provide strategic input to sales forecasting, customer segmentation, product roadmap, and go‑to‑market strategies.
Build, mentor, and inspire a high-performing customer service organization aligned around customer experience, quality, accountability, and continuous improvement.
Develop leadership bench strength and succession plans.
Foster a culture of proactive service, innovation, and operational excellence.
Collaborate with leadership to enhance standard processes and software for efficient and accurate quote and order administration.
Conduct meetings to review project quotes before delivering them to the customer, ensuring alignment on pricing strategy, cost assumptions, and timelines.
As the leader of the customer approval process, I ensure that the customer understands the lead times, art file requirements, deadlines, and applicable rush fees.
Ensure that all commercial sign-offs from the customer are in place, including purchase orders, change orders, and submittals.
Set annual budgets for customer service operations and manage resources to maximize efficiency and profitability.
Use data and analytics to drive decisions around staffing, productivity, and service investments.
Lead continuous improvement initiatives that reduce cost‑to‑serve while improving quality and customer satisfaction.