Vice President Support Services - Harris Govern

We are seeking an experienced and visionary Vice President of Support Services to join our executive team. In this pivotal role, you will provide strategic leadership and direction for our support services department. Your focus will be on ensuring exceptional customer service, driving process improvements, and fostering a culture of continuous learning and development. The ideal candidate will possess a strong background in customer support, proven team management capabilities, and a demonstrable ability to develop and implement innovative strategies that enhance the overall customer experience.

As the Vice President of Support Services, you will be instrumental in shaping the future of our customer interactions and operational excellence. You will:

• Develop and execute strategic plans for the support services department, ensuring alignment with the company's overarching vision, mission, and objectives.
• Drive financial performance by accurately forecasting and delivering multi-million recurring revenue, while maintaining a high revenue-to-OPEX ratio and minimizing forecast-to-actuals variances.
• Spearhead annual pricing initiatives, oversee contract renewals, and implement strategies to track and mitigate client attrition.
• Serve as the executive point of escalation for critical internal and external issues, ensuring prompt and effective resolution.
• Lead, mentor, and develop a high-performing team of managers, team leads, and support analysts, fostering their ongoing professional growth and success through effective guidance and performance evaluations.
• Establish, monitor, and optimize key performance indicators (KPIs) for the support services department, driving continuous improvement in customer satisfaction, response times, and resolution rates.
• Oversee the creation and implementation of robust support services policies, procedures, and standards to enhance overall efficiency and effectiveness.
• Cultivate a dynamic departmental culture centered on collaboration, innovation, and continuous learning, championing best practices in customer support.
• Collaborate effectively with fellow executive team members to develop and implement cross-functional initiatives aimed at enhancing the customer experience across all touch points.
• Partner strategically with the Sales team to support pre-sales activities, instilling confidence in prospective clients regarding post-sale service excellence, and contributing to new business acquisition by showcasing the value and reliability of our support services.
• Ensure seamless alignment with Professional Services to facilitate smooth transitions from project delivery to ongoing support, thereby preserving service continuity, customer confidence, and long-term satisfaction.
• Manage the departmental budget with diligence, allocating resources effectively to ensure the delivery of high-quality customer support within established financial constraints.
• Represent the support services department in executive leadership meetings, providing comprehensive updates on performance, challenges, and strategic opportunities for growth.

We are seeking a candidate with a strong foundation in customer support leadership and a proven ability to drive results. You should possess:

• A Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field, or equivalent professional experience.
• A minimum of ten (10) years of progressive experience in customer support roles, including at least five (5) years in a senior leadership or executive capacity.
• A demonstrable track record of developing and successfully implementing strategies that enhance customer support operations and elevate team performance.
• Exceptional interpersonal, communication, and leadership skills, with the proven ability to inspire, motivate, and guide teams at all organizational levels.
• Strong analytical and problem-solving capabilities, with a clear focus on continuous improvement methodologies and data-driven decision-making.
• Proficiency with a range of customer support software and tools, including CRM systems, ticketing platforms, and remote support technologies.
• Solid experience in managing departmental budgets and allocating resources effectively, with a commitment to delivering outstanding customer support within financial parameters.

Beyond the core requirements, the following attributes and experiences will distinguish you:

• A comprehensive understanding of current industry trends, emerging technologies, and established best practices within the customer support landscape.
• Demonstrated strategic insight into the practical application of Artificial Intelligence (AI) and machine learning technologies to optimize customer service workflows, enhance personalization, and improve overall user experience.
• A forward-thinking approach to identifying and leveraging innovative solutions to anticipate customer needs and proactively address potential service challenges.
• Experience in fostering a culture of innovation that encourages the adoption of new technologies and methodologies to drive efficiency and customer satisfaction.