DoD Security Clearance VP of Customer Support

Job Summary

Leading the charge in post-sale customer experience, the full-time VP of Customer Support and Implementations will manage a multi-functional team to enhance customer support and technical implementations for a complex national security technology platform, requiring a DoD Security Clearance and the ability to operate in a remote environment.

Key responsibilities:

• Lead and develop a team of Customer Support and Implementation Engineers, establishing performance expectations and accountability
• Define and own customer support strategy, operating models, and key performance metrics to ensure mission-critical service delivery
• Oversee the end-to-end technical implementation process, ensuring timely and compliant onboarding for new customers

Required qualifications:

• 12+ years of experience in technical customer support or professional services, with at least 7 years in leadership roles
• Proven track record of scaling post-sale organizations in a high-growth SaaS or PaaS environment
• Technical credibility with familiarity in government cloud environments and operational constraints
• Ability to define and operate against rigorous SLAs in mission-critical settings
• Strong executive presence with data-driven decision-making capabilities