Vice President, Global Support

This executive will be responsible for leading the global support organization that spans Marigold’s family of brands. This person must be passionate about delivering a memorable customer experience that retains customers and accelerates new business growth. This leader will be a collaborative partner to multiple functions across the business, including Product, Engineering, Enablement, and Customer Success teams.

Responsibilities

• Execute the strategy for a large global support organization with teams supporting the Marigold family of enterprise solutions
• Recruit, manage, and mentor a team of technical support professionals across AMER, EMEA, and APAC/Japan regions
• Focus on retaining customers and increasing customer lifetime value
• Be a collaborative partner to many functions across the business – product, engineering, enablement, customer success, etc.
• Ensure a culture of continuous improvement and operational excellence, making data-driven decisions that reduce customer and employee friction to deliver high quality support at scale
• Evolve and optimize support processes and key performance indicators, leveraging insights from data analysis and VOC to continuously meet or exceed customer expectations

Qualifications

• Technical Support executive with 5+ years of experience successfully building and managing large distributed customer support teams in a 24x7x365 B2B SaaS environment, including oversight of multiple levels of management
• Outstanding executive presence and communication skills, both internally and externally
• Effective leader in a distributed environment – it is imperative that this person will be able to build and foster close relationships with employees and partners across the business
• Very strong collaboration skills; proven experience from sitting on cross-functional leadership teams
• Proven track record of successfully managing budget parameters (and demonstrating efficiency improvements) and allocating resources effectively based on internal and external demands
• Data-driven with a strong appreciation for metrics; ability to present compelling data-driven evidence to drive decisions
• Experience managing relationships with external vendors for customer support systems and contractors
• Significant experience building customer relationships and managing escalations at senior levels
• Demonstrated ability to identify and develop excellent talent
• Willingness to travel to customer meetings and team meetings

What We Provide

• A work environment that enables you to manifest your expertise and thrive
• A challenging role with a chance to make a global difference
• An employee-centric and supportive remote work environment with flexibility
• The table-stakes benefits you’d expect, including medical/dental/vision, life and disabilities insurance
• Generous time off (Open Time Away) as well as paid holidays and a birthday benefit day off