VP Global Customer Support

Title: Vice President, Global Customer Support

Location: Remote (East Coast)

Job Description:

The VP, Global Customer Support owns the strategy, operations and performance of Sapiens' worldwide customer support organization, ensuring 24x7 service desk coverage across all products and functions under GCSO. This role is the executive escalation point for support cases and issues raised by customers, services teams and account managers, and is accountable for building a support function that scales with the business and meets tomorrow's standards for global enterprise customers.

Key Responsibilities:

• Serve as the senior escalation point of contact for Sapiens customers on all support matters, representing the voice of the customer at the executive level.
• Own oversight and direct management of the support functions that enable smooth operations of the Global Customer Support Center worldwide.
• Set the vision for and continuously evolve the global customer support strategy to meet growing business demand and rising customer expectations.
• Establish and maintain coverage models for all product lines, including cloud support, incorporating standard operating procedures and follow-the-sun models across multiple time zones.
• Provide strong, dynamic leadership that mentors, develops and guides regional support leaders and their teams to maximize the efficiency, quality and value of every customer interaction.
• Deliver results against a defined scope of work, including measurable ROI, strategic innovation, performance reporting and human capital development.
• Build, implement and maintain enterprise-wide Quality Assurance (QA) programs that drive continuous improvement and consistent achievement of Service Level Agreement (SLA) performance.
• Design and maintain an effective global organizational structure, including recruiting, training, coaching, recognition, workflow design, performance standards and staffing levels across all regions.
• Coordinate analytic, strategic and technical resources to meet client expectations, and ensure a disciplined Workforce Management practice is in place, covering planning, forecasting, scheduling and real-time management of all Contact Center staff.
• Own the customer support budget and resourcing plan, including in-house and outsourced/BPO capacity, and report performance and investment priorities to executive leadership.
• Partner with Product, Engineering and Cloud teams to ensure support readiness for new releases, regions and product lines, including new L1/L2 service stand-ups.

Requirements:

• Bachelor's degree in Computer Science, MIS, or an equivalent field; advanced degree a plus.
• 15+ years leading global support organizations, including significant experience at a senior/executive management level.
• Proven experience establishing and scaling geographically dispersed, follow-the-sun support teams.
• ITIL expertise required; familiarity with ServiceNow is a plus.
• Track record of standing up new support regions and service tiers, including L1 and L2 operations.
• Experience working closely with Cloud and Product organizations to align support readiness with product strategy.
• Demonstrated success designing and modifying support processes and coverage models to improve efficiency.
• Sound business judgment with the ability to manage shifting priorities while remaining focused, motivated and enthusiastic.
• Excellent problem-resolution capabilities and strong critical-thinking and analytical skills to isolate and resolve complex technical and operational issues.
• Executive-level interpersonal, communication and stakeholder-management skills.
• Strong organizational, multi-tasking and prioritization skills across a large, distributed organization.

At Sapiens, we are dedicated to building a diverse, equitable, and inclusive work environment. We believe that diverse perspectives, backgrounds, and experiences make us stronger and more innovative. We are committed to creating a culture where every individual is valued and can thrive regardless of their race, ethnicity, gender, age, sexual orientation, gender identity, religion, disability, or any other characteristic.

Sapiens is an E-Verified & Equal Opportunity / Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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