Vice President of Customer Support, Pointclickcare

• 10+ years leading B2B/B2C support organizations with 100+ support analysts
• Experience in fast paced rapidly growing and changing SaaS based organizations
• Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms
• Background in overseeing training programs for development of IC andmanagers
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers
• Proven track record of driving operational improvements and end to end customer experience
• Experience directly hiring and managing a geographical distributed team
• Proven track record of managing SLA’s and customer Centric metrics
• Lead by example with a growth mindset, people-first attitude, and strong sense of responsibility

Desirable

• Reporting to the SVP, Customer Care, the Vice President will lead the strategic direction and execution of Customer Support at PointClickCare
• The VP will have direct reports at the Director/Manager level, who will be responsible for managing customer programs, new processes, and best practices for customers through a variety of support channels
• This VP is responsible for leading a team that will manage all aspects of the support organization, and will work cross-functionally with Product, Operations, Marketing, and Services on customer experience
• The Vice President, Customer Support is responsible for running a dynamic Support Center that addresses ever changing needs of our customer base across both technical and functional questions
• The VP of Support will be expected to have experience transforming a support organization around new technologies, new processes, driving the higher Customer Satisfaction at every interaction
• The VP of Support will need to be a leader of leaders and able to motivate the bring the best out of individuals and teams alike
• Lead the vision for Customer Support Management at PointClickCare, ensuring current programs and strategy will scale with growth
• Drive customer loyalty and ensure that our customers are satisfied with support and are realizing measurable value from our products and services
• Display leadership skills to inspire and motivate staff to provide world class experience at all times
• Work cross functionally to promote customer service in adjacent departments that impact Customer Support such as Sales, and Customer Success
• Develop and track Customer Support KPIs, and use data to influence and drive visible results
• Drive utilization and optimization of technology and execute on sound business plans for investment in technology
• Establish operational infrastructure to lead initiatives to ensure high CSAT and goals
• Play a critical role in developing a geographically remote support team