Elite Technology is a leading, independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business. Our cutting-edge digital financial management and business operations solutions drive success for firms around the globe by improving finance and accounting operations, including billing, invoicing, payments, and financial reporting. By bringing together data, insights, and tools, we enable law firm leaders to make informed business decisions to build and manage their businesses more effectively and efficiently.
Job Description
As the Vice President of Global Customer Support at Elite Technology, you will report to the Chief Customer Officer, who will be located in the United States. You will be responsible for leading and managing our global customer support operations. You will, ensure exceptional service to our customers, driving customer satisfaction and retention. This role requires a strategic leader who can collaborate closely with cross-functional teams and across departments, drive optimization of processes, and elevate customer satisfaction.
Additionally, you will be instrumental in fostering a culture of continuous improvement within the Global Support team, encouraging innovation, and promoting a customer-centric mindset. You will leverage data and analytics to identify opportunities for improvement, streamline workflows, and ensure that our support services are scalable and capable of meeting our customers' evolving needs.
Your leadership will be key in ensuring that our global support operations not only meet but exceed industry standards, setting a benchmark for excellence in customer support. This role demands a proactive and dynamic approach, to driving positive change and delivering exceptional results for customers and Elite.
What You’ll Do
Leadership & Strategy:
Craft and execute a global support strategy aligned with the company's vision and long-term objectives.
Lead a global, high-performing team of Customer Support professionals fostering a culture of innovation and accountability.
Mentor and empower talent development across the Customer Support organization.
Collaborate with senior leaders to integrate support goals with business objectives.
Champion continuous learning through knowledge sharing and cross-functional communication.
Drive Talent Management initiatives across the Customer Support organization, ensuring continuous professional growth and skill enhancement.
Customer Experience:
Advocate for customer-centricity by ensuring swift and effective issue resolution.
Analyze customer satisfaction metrics and implement improvements based on feedback.
Cultivate a culture of empathy, responsiveness, and exceeding customer expectations.
Invest appropriate time to visit key customers across our various segments to ensure senior leadership level alignment.
Operational Excellence:
Oversee and optimize support operations, ensuring adherence to SLAs and efficient resource allocation to consistently surpass performance benchmarks.
Oversee and optimize support operations, ensuring adherence to SLAs and efficient resource allocation to surpass performance benchmarks consistently.
Establish and implement industry leading best practices for incident management, problem-solving, and knowledge management to drive operational efficiency. Establish and implement industry-leading best practices for incident management, problem-solving, and knowledge management to drive operational efficiency.
Leverage data-driven insights to identify and implement process improvement enhancing overall Customer Support effectiveness.
Define, monitor and adapt KPIs to measure Customer Support effectiveness and product performance, ensuring a cohesive and unified global Customer Support experience.
Global Collaboration:
Foster seamless collaboration across regional support teams and diverse time zones.
Drive alignment on global support processes, standards, and communication channels to ensure consistency across the organization.
Partner with Sales, Product Management, and Global Delivery Services to deliver an integrated and unified Customer Support experience.
Data-Driven:
Translate customer feedback, product performance data, and industry trends into actionable insights that inform executive decisions and drive business success.
Identify opportunities to enhance product supportability and drive customer retention and satisfaction.
Regularly report (minimum monthly) on support metrics and recommendations to executive leadership, influencing critical business decisions and strategies.
This position will also perform other duties as assigned to support the overall goals and objectives of the department/company. This position will also perform other duties as assigned to support the department's and company's overall goals and objectives.
What You’ll Need
Bachelor’s degree in a relevant field (e.g., Computer Science, Business Administration, or a related discipline).
10+ years of experience working at a private equity backed SasS company with at least 5+ years in a leadership role. 10+ years of experience working at a private equity-backed SasS company, with at least 5+ years in a leadership role.
Experience integrating new teams into the organization, such as mergers and acquisitions.
Prior experience in transforming an on-premises support organization to a SaaS-based organization.
Proficient comprehension of SaaS products, customer lifecycle, and support processes.
Demonstrated ability to build, manage, and mentor high-performing support teams, including managing large-scale, global operations.
Proven ability to develop and implement strategic plans to enhance team performance and customer satisfaction.
Excellent problem-solving abilities and the capacity to handle complex, high-pressure situations.
Ability to thrive in a fast-paced, dynamic SaaS environment and adapt to changing priorities.
Experience managing and driving organizational transformation.,
Familiarity with customer satisfaction metrics (e.g., NPS, CSAT) and strategies for continuous improvement.
Ability to foresee industry trends, set long-term goals, and create a roadmap for continuous improvement.
Ability to work effectively and collaboratively with other departments, such as Services, Technology, Product Management, and Sales.
Proficiency in using data and analytics to measure performance and drive improvements.
Strong analytical skills and a proactive approach to identifying and resolving issues.
Strong knowledge of support tools and systems (e.g., ticketing systems, knowledge bases).
Experience interacting with C-level executives, board members, and investors.
Strong analytical skills and data-driven decision-making.
Excellent communication and stakeholder management abilities.
Benefits
Competitive Compensation Package ($235,000 to $275,000 base salary + variable component)
Retirement Savings Plan with an Employer Contribution
Professional Development Opportunities
Time Off
Wellness Initiatives
Please note that we do not offer sponsorship for this position.
Additional Information
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
We are not accepting applications submitted through recruiting agencies.
Seniority level
Executive
Employment type
Full-time
Job function
Other
Industries
Software Development
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