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Vice President Global Support (Remote)

Company: insightsoftware
Location: Greensboro
Posted on: November 23, 2022

Job Description:

Company Description
insightsoftware is a growing, dynamic computer software company that helps businesses achieve greater levels of financial intelligence across their organization with our world-class financial reporting solutions. At insightsoftware, you will learn and grow in a fast-paced, supportive environment that will take your career to the next level. We are looking for future insighters who can demonstrate teamwork, results orientation, a growth mindset, disciplined execution, and a winning attitude to join our growing team!
Job Description

  • Manage a growing team of TS managers across several locations.
  • Champion the customer experience with our product across sibling organizations such as Product Management and Engineering.
  • Partner with Success Operations to optimize the processes that Support depends on to resolve customer issues
  • Understand the insightsoftware applications and use cases and advise on the best way to work with customers through their issues.
  • Own Key Performance Indicators across Support, including SLA adherence, customer satisfaction scores and time to reply, along with business-level metrics
  • Manage business-level metrics and manage the overall cost of the team as well as expenses allocated to its operation.
  • Own the delivery of our Premium Support offerings as they scale and create a growing revenue stream
  • Drive initiatives that improve self-service and knowledge creation through Technical Success in partnership with our Product Ops team and documentation group
    Qualifications
    • 10+ years of management experience with service and support groups
    • BS in computer science, business management, similar fields of study, or similar commitment to technology
    • 10-15% Travel Requirement with some International Travel
    • Excellent presentation and communication skills for justifying big ideas and changes at a global level
    • Familiarity with key industry metrics for Support
    • History for implementing large changes in an a quickly shifting and growing environment
      Additional Information
      • Coder or tinker-er (professionally or hobby)
      • Ability to learn technical concepts and translate them to business solutions for customers
      • Global management experience
      • Experience in a SaaS business environment
        ** At this time insightsoftware is not able to offer sponsorship to candidates who are not eligible to work in the stated work location. **
        insightsoftware About Us: Hear From Our Team - InsightSoftware (wistia.com)

Keywords: insightsoftware, Greensboro , Vice President Global Support (Remote), Executive , Greensboro, North Carolina

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