About the Team:Reporting to the SVP, Customer Care, the Vice President will lead the strategic direction and execution of Customer Support at PointClickCare. The VP will have direct reports at the Director/Manager level, who will be responsible for managing customer programs, new processes, and best practices for customers through a variety of support channels.This VP is responsible for leading a team that will manage all aspects of the support organization, and will work cross-functionally with Product, Operations, Marketing, and Services on customer experience.
About the Role:The Vice President, Customer Support is responsible for running a dynamic Support Center that addresses ever changing needs of our customer base across both technical and functional questions. The VP of Support will be expected to have experience transforming a support organization around new technologies, new processes, driving the higher Customer Satisfaction at every interaction The VP of Support will need to be a leader of leaders and able to motivate the bring the best out of individuals and teams alike.
Key Responsibilities:
- Lead the vision for Customer Support Management at PointClickCare, ensuring current programs and strategy will scale with growth.
- Drive customer loyalty and ensure that our customers are satisfied with support and are realizing measurable value from our products and services
- Display leadership skills to inspire and motivate staff to provide world class experience at all times
- Work cross functionally to promote customer service in adjacent departments that impact Customer Support such as Sales, and Customer Success
- Develop and track Customer Support KPIs, and use data to influence and drive visible results
- Drive utilization and optimization of technology and execute on sound business plans for investment in technology
- Establish operational infrastructure to lead initiatives to ensure high CSAT and goals
- Play a critical role in developing a geographically remote support team
Your Key Strengths:
- 10+ years leading B2B/B2C support organizations with 100+ support analysts
- Experience in fast paced rapidly growing and changing SaaS based organizations
- Strong knowledge of case management and phone system technology, CRM systems, and data analysis platforms.
- Background in overseeing training programs for development of IC andmanagers
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with internal customers
- Proven track record of driving operational improvements and end to end customer experience
- Experience directly hiring and managing a geographical distributed team
- Proven track record of managing SLA’s and customer Centric metrics
- Lead by example with a growth mindset, people-first attitude, and strong sense of responsibility
Optional: Bonus Skills:
- Understanding of the Health Care sector
- Worked in Organizations 500M+ in revenue
- Led implementation of AI driven tools and processes
PointClickCare Benefits & Perks:Benefits starting from Day 1!Retirement Plan Matching Flexible Paid Time OffWellness Support Programs and ResourcesParental & Caregiver LeavesFertility & Adoption SupportContinuous Development Support ProgramEmployee Assistance Program Allyship and Inclusion CommunitiesEmployee Recognition … and more!
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations.
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