Infor

The Vice President of Customer Support is a key executive leadership transformational role responsible for executing and optimizing the delivery of customer support and professional services to enhance customer satisfaction and loyalty. This position plays a crucial role in shaping the overall customer experience strategy, driving operational excellence, leading our automation journey, and fostering a customer-centric culture within the organization.

A day in the life typically includes:

• Develop and execute a comprehensive customer support strategy that aligns with the company's mission and objectives. Define clear customer experience goals and KPIs to measure success.
• Lead a diverse team of professionals, set clear expectations, provide guidance, and foster a high-performance culture.
• Focus on technology transformation and innovation in the support arena.
• Establish and maintain efficient processes for delivery, ensuring projects are completed on time and within budget. Implement and refine delivery methodologies and best practices.
• Collaborate closely with sales and account management teams, as well as CX colleagues to understand customer needs and expectations.
• Drive customer engagement and satisfaction by ensuring team exceed customer expectations.

Preferred Qualifications:

• A proven track record of transformation and innovation.
• Experience managing stakeholder relationships.
• Cloud based software experience, having experience of digitally transforming customer's businesses.
• Ability to use metrics to analyze trends and address business needs both operational and financial.
• Experience with a landscape of delivering multiple ERP products.
• Driving customer growth and retention through the creation of successful customer journey playbooks.
• Experience with automation and scaled support to drive efficiency.
• Remote role with frequent international travel.