Job Location: Hybrid (remote and onsite) Concord, MA
Job Summary:
The Vice President of Customer Support will play a pivotal role in shaping and executing the customer support strategy for aPriori Technologies. This leadership position requires a proven record of accomplishment in standing up and growing support organizations on a global scale, with a specific focus on SaaS (Software as a Service) products in a growing software company. The successful candidate will be instrumental in enhancing enterprise customers’ satisfaction, loyalty, and overall success through the effective management and development of our customer support teams worldwide.
Duties/Responsibilities:
• Develop and execute a comprehensive customer support strategy to serve large, global enterprise customers aligned with the company’s goals and objectives.
• Strong focus on customer satisfaction and using analytics to proactively increase customer satisfaction.
• Implement and optimize support processes to ensure efficient and effective customer issue resolution.
• Develop effective communication channels internally and externally to ensure the issues are addressed promptly and efficiently.
• The focus will be on the voice of our customers and maintaining a strong, fluid relationship with the internal product development team so customer feedback is continuously known.
• Utilize data-driven insights to identify trends, areas for improvement, and opportunities to enhance customer experience.
• Prepare the team to support the renewal and expansion goals within aPriori.
• Drive the expansion of customer support operations globally, taking into consideration regional nuances and customer expectations.
• Establish and maintain key performance indicators (KPIs) for each region, ensuring consistent service levels across the organization.
• Collaborate with other departments, including product development, product management, sales, and marketing, to advocate for the customer and drive continuous improvement in our products and services.
• Communicate effectively with executive leadership to provide regular updates on the customer support organization’s performance and initiatives.
Supervisory Responsibilities:
• Recruit, onboard, and retain top-tier talent for the customer support organization.
• Provide ongoing training and development opportunities to ensure teams are equipped with the skills and knowledge required to meet and exceed customer expectations.
• Lead, inspire, and mentor a global team of customer support professionals, fostering a culture of excellence and continuous improvement.
Education and Experience:
• Bachelor’s degree in a relevant field; advanced degree preferred.
• 10+ years’ experience leading a global customer support organization supporting a portfolio of SaaS solutions delivered in the cloud.
• Demonstrable experience in building a “follow the sun” strategy for customer support to provide service to aPriori’s customers on a global scale.
• Strong understanding of SaaS business models, customer success, and support operations.
• Development of a customer self-service approach, along with utilization of AI and Chatbots, is paramount to effectively servicing our clients.
• Experience with a robust triage and prioritization approach to customer issues
• Exceptional leadership and people management skills, with a record of accomplishment building and developing high-performing teams.
• Ability and desire to work in a high intensity, growing software environment.
• Strategic thinker with the ability to translate vision into actionable plans and initiatives.
• Excellent communication and collaboration skills, with the ability to influence cross-functional teams.
aPriori Offers:
A team environment where your experience is valued, your voice is heard, and the work that you do makes an impact for our customers and employees.
aPriori offers competitive compensation in a dynamic, growing innovative environment. A competitive benefits package which includes medical, dental, and vision for employees and their dependents, life, disability, flexible spending accounts, 401k match, career-growth opportunities, flexible time, and paid time off benefits – including aPriori days, and more!
About aPriori:
Founded in 2003, aPriori is disrupting the industry’s status quo with groundbreaking work helping manufacturers digitally transform their businesses. Through our unique, patented, intellectual property, we enable manufacturers to accelerate product design, and bring products to markets faster while providing visibility to the sustainability of their design and manufacturing choices. Our impact is profound - our customers save millions of dollars each year, accelerate time to market, all while creating a better world for future generations. Though we are an established software firm, through our continued growth, we have maintained the dynamic, collaborative nature of a start-up.
With a global presence, including North America, Europe, Asia, and India, we encourage an inclusive work environment and support employees’ growth through education, training, wellness, and other programs. As our greatest asset, employees’ contributions are acknowledged through monthly company-wide meetings, often with promotions and awards. We promote a positive work culture, employee-friendly policies, flexible work schedules, and an additional day off each quarter known as “aPriori Day”.
Interested in joining our team? We continue to build an organization highly talented, self-motivated individuals. Our unique environment empowers employees to bring their best selves each day, asking, “How can I do better?” and then exceeding expectations. We work together towards a common goal. We nurture and celebrate each other’s successes. Employees embrace opportunities to build new skills as well as step into leadership positions where they are supported and mentored by the Senior Leadership team to grow into impactful individual contributor roles or to effectively manage teams. Innovation, adaptability, and a desire to increase your value are essential. If you possess these qualities, we want to hear from you!
aPriori considers all applicants for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, marital status, domestic partner status, civil partnership, pregnancy, age, military veteran status, or disability.
UK candidates- GDPR Notice:https://www.apriori.com/privacy-policy/
US candidates- CCPA Notice: https://www.apriori.com/california-privacy-policy/
