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VP Global Customer Support

2 months ago

Remote, Oregon, United States Mitratech Full time

Job Description

Mitratech is a proven global technology partner for Corporate Legal and Compliance (CLC), Governance and Regulatory Compliance (GRC), and Human Resources Compliance (HRC) teams. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We believe our employees' enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, continuous improvement as well as a dedication to driving the best possible experience for our clients. In other words, if you like people and technology, you'll fit right in.

At Mitratech we are focused on delivering a holistic customer experience meant to ensure that customers are optimizing value, able to drive adoption of Mitratech technology for it's users, and Mitratech is seen as a collaborative partner within the relationship. The Vice President of Global Professional Support is responsible for Customer Support, Premium Support, and Technical Support teams across all business units and product lines aligned with supporting the Mitratech Mission and Vision.

The ideal candidate will possess exceptional customer facing skills, leadership and management skills, adept cross functional relationship-building capabilities, and a passion for empowering "reports to" managers and individual contributors to succeed. This role requires close collaboration with the Executive Leadership and Senior Leadership Teams to ensure successful rollout of a World Class Customer Support Organization.

Essential Duties & Responsibilities:

Leadership and Management:

  • Provide strategic direction and leadership to customer support teams, fostering a culture of collaboration, accountability, and continuous improvement.
  • Cross-train Directors and Managers to ensure a versatile and agile workforce capable of adapting to changing customer demands – ultimately advising to expand their career path and existing experience.
  • Participate in the development and execution of comprehensive customer support strategies aligned with the company's goals and objectives using industry trends and best practices

Customer Service Protocols:

  • Drive initiatives to enhance the overall customer experience and satisfaction to ensure high-quality support across all service channels.
  • Meet with Customer Leadership to understand their challenges and develop a path forward.
  • Collaborate with cross-functional teams to champion the voice of the customer within the organization, advocating for changes and improvements to our products and methodology based on customer feedback and insights.
  • Develop and execute strategies for proactive customer education and self-service resources.

Team Management:

  • Manage the recruitment, training, resource allocation, and performance evaluation of support staff to maintain a highly skilled and motivated team that is working to continuously improve.
  • Foster a collaborative and inclusive work environment, promoting continuous learning and growth.

Data Reporting and Analysis:

  • Develop and utilize comprehensive data reporting systems to track and analyze customer service metrics, using insights to drive continuous improvement.

Vendor Management:

  • Negotiate and manage contracts with external vendors and service providers to support operational needs, ensuring compliance and favorable terms.

Technology Adoption:

  • Spearhead the adoption of new technologies and support tools to enhance service delivery and customer satisfaction.

Stakeholder Engagement and Relationship Management:

  • Build and maintain strong relationships with key stakeholders, including clients, internal teams and third-party vendors. Act as a liaison between internal teams, facilitating communication, resolving issues, escalating risk, and driving continuous improvement.

Empowerment:

  • Empower reports to managers/directors by providing them with the necessary tools, resources, and support to excel in their roles. Foster a culture of autonomy, creativity, and innovation within the Support teams.

Financial Ownership:

· Support the development of annual Support budget. Manage costs to maximize value while maintaining budget

Requirements & Skills:

· 10+ years of experience in a Customer Facing leadership role or roles for a SaaS or SaaS like Organization that required process development and deployment, development of teams and leaders.

· Proven track record in managing multiple teams, clients, collaboratively and effectively prioritizing work schedules based upon business and corporate goals, and proposing viable options and recommended solutions to address business needs

· Strong business acumen and leadership experience - proven track record of acting as a valued business partner to senior leadership

· Ability to understand the strategic direction of the business to ensure that new support practices are implemented to advance operational strategies and business needs

· Able to influence the scope and management of initiatives across organizational boundaries

· Ability to build and maintain relationships with team participants, business stakeholders, and Senior Management across organizational boundaries, and lead cross-functional teams

· Ability to effectively synthesize information, clearly articulate relevant details to appropriate project members, and consistently communicate with all project stakeholders

· Demonstrated interpersonal skills including, mentoring, coaching, presentation skills, and the ability to interact with colleagues at all technical levels.

· Dynamic, energetic, motivated, positive outlook with the ability to multi-task and prioritize responsibilities.

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee's I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit:

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.