Vice President, Support Services

About the role

We are seeking a Vice President, Support Services to lead the strategic direction and operational performance of a global client support organization serving enterprise utility software customers. This executive role is responsible for delivering high‑quality, scalable support that drives client satisfaction, retention and long‑term value from complex CIS/ERP solutions.

Key responsibilities

• Define and execute the strategic vision for the support services organization, aligning operations with goals for client satisfaction, retention and recurring revenue growth.
• Lead, develop and scale global support teams, including helpdesk, tier‑2/3 technical support and client success functions.
• Oversee financial performance, budgeting, OPEX management, revenue forecasting and contract renewal oversight.
• Act as the executive escalation point for critical incidents, ensuring timely resolution and clear communication with clients and stakeholders.
• Establish and continuously improve KPIs such as SLA adherence, CSAT, ticket resolution times and escalation rates.
• Partner with professional services, sales, product and engineering to enhance the customer experience and reduce support complexity.
• Drive adoption of modern support technologies, including AI‑enabled tools, automation, knowledge‑management and self‑service capabilities.
• Provide leadership for managed services and technical operations, ensuring infrastructure reliability and SLA compliance for hosted environments.
• Present performance insights, operational updates and strategic recommendations to executive leadership.

Required profile

• Bachelor’s degree in Business, IT, Computer Science or a related field, or equivalent professional experience.
• 10+ years of experience in customer or technical support, with at least 5 years in senior leadership or executive roles.
• Proven track record leading enterprise software support organizations in high‑availability environments.
• Strong financial acumen, including budget management, revenue forecasting and contract renewal oversight.
• Deep understanding of incident management and escalation processes.

Required skills