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VP, Product Support EMEA (SaaS)
Описание вакансии
Текст:
TL;DR
VP, Product Support EMEA (SaaS): Leading and developing a global Product Support organization for cloud-based SaaS and AI-powered customer experience technology with an accent on customer service, operational efficiency, talent development, and KPI management. Focus on designing cloud-focused offers, handling critical customer and executive engagements, and coordinating cross-functional programs across global teams.
Location: United Kingdom
Company
provides AI-powered experience orchestration software that connects people, systems, data, and AI for customer and employee experiences.
What you will do
- Lead and develop a global team of Product Support specialists resolving complex customer and partner issues.
- Define staffing, business processes, customer experience standards, and service metrics to meet evolving needs.
- Build an organization focused on customer experience, employee programs, and operational efficiency.
- Define, design, and implement cloud-focused offers and strategic and tactical support plans.
- Handle critical customer and executive engagements and participate in pre-sales cycles and RFP responses.
- Coach cross-functional teams on objectives, program planning, prioritization, and execution.
Requirements
- Degree preferred, with at least 10 years of relevant experience.
- Experience with cloud-based delivery models in a global SaaS company and multinational business cultures.
- Strong communication, influencing, relationship management, customer service, and consensus-building skills.
- Track record of developing talent, driving high-performance cultures, and implementing innovative value-added services.
- Excellent program management, time management, prioritization, process improvement, and multitasking skills.
- Ability to engage confidently with Director- and C-level stakeholders, travel to key offices as needed, and operate effectively under stress.
Culture & Benefits
- Flexible-first ways of working within a global organization.
- Mentorship, learning programs, leadership development, and education support.
- Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored programs for employees and families.
- AI-powered technology used by more than 8,000 organizations worldwide.
Hiring process
- Application review by Talent Acquisition and the hiring team.
- Zoom interview followed by meetings with the hiring manager and interview team.
- Usually no more than five interviews, followed by final-step communication.
International relocation and visa sponsorship are not available.