VP, Support and Customer Experience

Tipalti-posted about 1 year ago
Full-time • Senior
Plano, TX
501-1,000 employees
Professional, Scientific, and Technical Services
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The Vice President of Support and Customer Experience is responsible for leading and managing the Customer Support, Engineering Support, and Customer Experience functions at Tipalti. This role requires a strategic leader who can enhance service quality, drive operational efficiency, and foster a customer-centric culture within the organization. The VP of Support will work closely with cross-functional teams to ensure that customer needs are met and exceeded, while aligning support initiatives with business goals.

  • Develop and execute a comprehensive support strategy that aligns with the company's objectives.
  • Lead and mentor a team of support professionals, fostering a culture of excellence and continuous improvement.
  • Oversee the customer support operations, ensuring timely and effective resolution of customer inquiries and issues.
  • Implement best practices and innovative solutions to improve service delivery and customer satisfaction.
  • Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer support initiatives.
  • Collaborate with engineering teams to facilitate technical support and troubleshooting for customers.
  • Develop processes to ensure seamless communication between support and engineering teams for rapid issue resolution.
  • Drive initiatives aimed at improving the overall customer experience across all touchpoints.
  • Gather and analyze customer feedback to identify areas for improvement and implement actionable solutions.
  • Champion the voice of the customer within the organization, influencing product and service development based on customer insights.
  • Work closely with sales, marketing, product development, and other departments to ensure alignment and enhance the customer journey.
  • Support the development of training programs to equip staff with the knowledge and tools needed to deliver exceptional service.
  • Develop and manage the support department budget, ensuring efficient allocation of resources.
  • Identify opportunities for cost savings and process optimization without compromising service quality.
  • Provide regular reports to executive leadership on support performance, customer satisfaction metrics, and strategic initiatives.
  • Utilize data analytics to drive informed decision-making and improve support strategies.
  • Bachelor's degree in Business Administration, Customer Service Management, or a related field. Master's degree preferred.
  • Extensive experience in customer support or related roles, with at least 5 years in a leadership position.
  • Proven track record of managing large support teams and driving performance improvements.
  • Strong analytical skills with the ability to leverage data to inform decisions.
  • Excellent communication and interpersonal skills, capable of building relationships with customers and internal stakeholders.
  • Experience with customer relationship management (CRM) tools and support software.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
  • Competitive benefits
  • Flexible workplace
  • Career coaching
  • Diverse work environment
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