VP of Customer Experience

CAI World-Wide•Salt Lake, UT

About The Position

CAI Software is seeking a Vice President of Customer Experience to lead every aspect of customer delivery across the Graphic Communications Business Unit. This executive will oversee Professional Services, Customer Support, Managed Services, Customer Enablement, and Documentation. The successful candidate will grow Customer Experience as a managed business, with accountability for operational performance, commercial growth, customer retention, and service profitability. The VP will ensure adoption of standardized implementation methodologies, scalable support operations via AI and Center of Excellence resources, productized service offerings, and governance models that allow CAI to deliver enterprise-class customer experiences and maximize customer lifetime value.

Requirements

15+ years of progressive leadership experience in Professional Services, Customer Experience, Customer Operations, or Technical Services within enterprise software or SaaS organizations.
Demonstrated success leading large global customer-facing organizations.
Experience managing Professional Services, Customer Support, Managed Services, and customer delivery organizations.
Proven ability to build standardized operating models across multiple software products.
Strong financial acumen with experience managing services profitability, utilization, forecasting, and operational performance.
Experience leading offshore or global delivery organizations and Centers of Excellence.
Track record of scaling customer operations during periods of rapid growth and organizational transformation.
Executive-level communication and customer relationship management skills.
Experience partnering closely with Product, Engineering, Sales, and Executive Leadership.

Nice To Haves

Experience serving print, manufacturing, industrial software, ERP, MES, or manufacturing execution markets.
Experience integrating multiple acquired software businesses into a unified customer delivery organization.
Experience building or leading Customer Success organizations.
Familiarity with enterprise implementation methodologies and ITIL-based support operations.
Experience developing partner enablement and channel delivery programs.

Responsibilities

Lead Customer Delivery Operations: Refine and lead a high-performing global post-sale operating system spanning Professional Services, Customer Support (L1, L2 & L3), Managed Services, Premium 24x7x365 Support Operations, Documentation and Customer Enablement, and Global Center of Excellence (COE).
Scale consistent operating standards that enable predictable implementations, high-quality support, and operational excellence across a diverse product portfolio.
Build Customer Experience as a Business: Own Customer Experience with business-level accountability by driving services bookings, services gross margin, resource utilization, delivery efficiency, customer satisfaction, and operational scalability.
Partner closely with Sales to increase service attachment rates and develop standardized service offerings that accelerate software adoption while creating recurring revenue opportunities.
Implement AI where possible to drive speed and scale.
Standardize Delivery Excellence: Evolve and scale repeatable implementation methodologies that reduce deployment risk and improve customer outcomes.
Redefine and scale standard deployment playbooks, operational readiness checklists, knowledge capture standards, runbooks, go-live governance, escalation procedures, incident management processes, change control standards, clear ownership transitions from implementation to support, and clear transitions from Sales to implementation.
Productize Services: Develop a standardized portfolio of Customer Experience offerings, including implementation packages, premium support tiers, 24x7x365 support services, managed operations, documentation services, release and change management services, and customer enablement offerings.
Transform recurring customer requests into repeatable, profitable service offerings.
Executive Customer Leadership: Serve as the executive sponsor for strategic customer relationships by leading executive escalations, driving customer confidence during complex implementations, supporting enterprise deployments, building trusted customer partnerships, and improving retention and long-term customer success.