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Vice President
Global Support & Field Service, Local to MA
Posted on 1/25/2023
INACTIVE
Locations
Burlington, MA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Management
Sales
Communications
Requirements
  • Bachelor's degree required, master's degree preferred
  • 10+ plus years' experience in customer-facing services roles - including account management, sales, consulting, customer success, digital transformation, customer support
  • 10+ plus years leadership responsibility leading teams, preferably in a SaaS environment
  • Experience with successful models that drive greater productivity and efficiencies to ensure the support team can scale with the growth of the business, including global outsourcing
  • Demonstrated success building & leading global technology support organizations
  • Strong Enterprise customer experience with the ability to communicate effectively with customers at the executive level
  • A demonstrable desire for innovation, continuous learning, and improvement
  • Experience translating takeaways from the Support function into actions that help improve product functionality, positively impacting renewals and sales
  • Exceptional cross-organization collaboration and communication skills. Strong executive presence, influencing skills, presentation skills and business insight
  • Demonstrated ability to manage multiple, critical projects with shifting deadlines and requirements is required
Responsibilities
  • Scales a strong global team of support specialists, robotics support engineers and field services specialists as we drive our growth and expansion both locally and overseas as well as an element of our global services strategy including outsourcing
  • Owns and continuously improve organizational models, processes, and tools to ensure optimal customer service in a global 24x7x365 business evolving the current tiered model, expanding through effective field organization, person-to-person, chat, in-product, and digital modalities
  • Develops a global support strategy, execution roadmap, priorities, and investment plan to deliver global support vision, deflection, and scale/productivity
  • Manages the operational model, in alignment with well-articulated KPIs, to deliver high quality service
  • Develops new programs designed to enhance and leverage our partners' strengths and contributions to support experience
  • Plays an active role with the Customer Success, Deployment and Continuous Improvement services teams to help develop and deliver on the overall strategy and success
  • Works closely with Product Management and Engineering, providing feedback from customers on product quality and features and influencing design for supportability
  • Implements and drives knowledge, self-service, CRM, ERP, and incident management tools for customer support processes
  • Serves as the executive on point and manages processes for key account escalations and system incidents, ensuring cross-functional engagement to resolve and drive continuous improvement
  • Innovates and develops new ways to achieve high levels of customer loyalty and satisfaction
  • Develops and drives key performance indicators that deliver the best customer experience and productivity
  • Sets and oversees regular operational reviews, including performance reporting and continuous improvement progress
  • Maintains key internal and external relationships with the goal of delighting customers and partners
  • Occasional global business travel may be required
Locus Robotics

201-500 employees

Autonomous warehouse mobile robotics company
Company Overview
Locus Robotics' mission is to design and build innovative autonomous mobile robots that work collaboratively alongside workers in the fast paced logistics and fulfillment industries. The company has built a complete, end-to-end system that’s designed specifically to meet e-commerce fulfillment needs that easily integrates into existing warehouse infrastructure without reconfiguring or disrupting workflows.