Vice President, Support Services

About the role

We are seeking a Vice President, Support Services to lead a large‑scale customer support organization for enterprise utility software clients across North America. The role combines strategic vision with hands‑on operational oversight to ensure customers receive continuous value from complex CIS/ERP solutions.

Key responsibilities

• Define and execute the support services strategy aligned with client satisfaction, retention and recurring revenue goals.
• Lead multi‑tier support teams—including helpdesk, technical support and client success—across distributed locations.
• Manage the financial performance of the function, covering budgeting, forecasting, OPEX control and revenue accountability.
• Act as the executive escalation point for critical incidents, ensuring timely resolution and clear communication.
• Establish and improve KPIs such as SLAs, CSAT, first‑contact resolution and operational performance metrics.
• Drive initiatives for maintenance renewals, pricing, and client retention to minimize churn.
• Partner with Professional Services to ensure smooth onboarding‑to‑support transitions.
• Collaborate with Sales and Product teams to feed back product insights and enhance pre‑sales confidence.
• Lead modernization of support operations through AI, automation, knowledge management and self‑service solutions.
• Oversee managed services and technical operations to maintain system reliability and uptime.
• Prepare executive‑level reports and strategic updates for senior leadership.

Required profile

• 10+ years of progressive experience in customer or technical support leadership, with at least 5 years in senior executive roles.
• Proven track record managing enterprise software support organizations with strong SLA and incident governance.
• Experience in P&L management, financial forecasting and support contract oversight.
• Ability to balance strategic planning with day‑to‑day operational execution.

Required skills

• Enterprise support platforms (explicit examples not provided in source).
• AI and automation technologies for support operations.
• Knowledge management and self‑service tools.
• Managed services and technical operations expertise.