Vice President of Customer Support for the Americas

4 weeks ago

Marquand, Missouri, United States Blackpoint Cyber Full time
Job Overview
At Blackpoint Cyber, we are dedicated to transforming the landscape of cybersecurity with innovative solutions and unparalleled customer service.

As a leader in our field, we are committed to empowering our team members to excel and make a meaningful impact in the industry.

We are currently seeking a Vice President of Customer Support for the Americas region. This role requires a seasoned professional with a strong technical background and exceptional consultative skills, who can effectively engage with customers and influence stakeholders.


Key Responsibilities:


As a vital member of our Customer Support organization, you will:

  • Contribute to the overarching support vision and collaborate on long-term strategies to align with our company’s mission.
  • Continuously seek opportunities to enhance processes and practices, ensuring that Blackpoint Cyber remains a leader in customer service.
  • Act as a primary escalation point for critical customer issues, working closely with internal teams to resolve challenges swiftly.
  • Foster strong, reliable relationships across the organization to ensure cohesive teamwork.
  • Align team objectives with the broader company goals and values.
  • Provide daily operational leadership to the customer support teams in the Americas.
  • Mentor and guide your team members to foster professional growth.
  • Monitor key performance metrics and implement strategies to enhance customer satisfaction and retention.
  • Collaborate with various stakeholders to deliver exceptional service and support to our clients, directly contributing to business success.
  • Engage in recruitment and talent management to build high-performing teams.
  • Establish strong partnerships with Engineering, Product Management, and Infrastructure teams to address customer needs effectively.
  • Build collaborative relationships with peers across the organization to drive success.
  • Actively listen to customer feedback and take actionable steps to improve service delivery.
  • Rebuild customer trust and manage escalated situations with professionalism and care.
  • Develop positive relationships with key executives and leaders within the company.
  • Embrace a mindset of continuous improvement, always seeking innovative solutions.
  • Ensure that our customer service teams leverage the latest advancements in technology and support tools.
  • Exhibit strong analytical skills to navigate complex and fast-paced environments.

Qualifications:


The ideal candidate will possess:

  • 15+ years of experience in a technical support environment, with a focus on complex platform and application support.
  • 10+ years of experience leading global teams and interacting with executives.
  • A Bachelor’s degree is required.
  • Expertise in support automation and delivering high-quality service at scale.
  • Experience in service organizations, including support, success, and training.
  • Strong technical and financial acumen, with a proven ability to lead complex functions.
  • Exceptional stakeholder management skills to drive change across the organization.
  • A successful track record of leading large teams and cross-functional initiatives.
  • Strong project management capabilities, with the ability to prioritize effectively.
  • High ethical standards and sound judgment.
  • A commitment to fostering diversity and inclusion within teams.
  • Excellent communication skills, capable of conveying complex ideas clearly.
  • Familiarity with Salesforce, either as a user, administrator, or developer.
  • Strong public speaking skills.
  • The ability to manage multiple priorities while maintaining focus and composure.
  • Adeptness at thriving in uncertain and changing environments.

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