Vice President of Global Support
Job Summary
Leading the global post-go-live Client Support organization, the full-time Vice President of Global Support will define and execute the support strategy for a SaaS platform, focusing on service quality, client experience, and operational excellence while building executive relationships with strategic clients.
Key Responsibilities
- Define the Global Support strategy, including service standards and operational models for post-go-live support
- Build trusted relationships with strategic clients, acting as the executive escalation point for significant service concerns
- Establish and govern a practical enterprise ITSM framework to enhance service quality and operational efficiency
Required Qualifications
- Bachelor's degree or equivalent combination of education and executive leadership experience
- 12+ years of experience in SaaS or healthcare technology, with at least 8 years in progressive leadership roles in Client Support or related functions
- Proven experience in managing enterprise escalations and building executive client relationships
- Strong knowledge of ITSM and ITIL frameworks, including Incident and Major Incident Management
- Demonstrated ability to lead organizational and process transformations effectively
Complete Job Description
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