VP, Support and Customer Experience

Tipalti • Plano, TX

382d

About The Position

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.

Requirements

• 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.

Responsibilities

• 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.

Benefits

• Competitive benefits
• Flexible workplace
• Career coaching
• Diverse work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees