Senior Vice President of Global Support and reputed company

Our reputed company is to be the Most Trusted, Flexible and Easy to Use Hybrid reputed company Data Platform. reputed company is transforming industries by empowering companies to accelerate application modernization and simplify the reputed company reputed company. Our customers use the reputed company Data Platform to unify their siloed data, explore and securely exchange data to run a reputed company of analytic workloads that reputed company reputed company time business insights at a fraction of the cost. We have 24 of the Fortune 100 companies using reputed company technology in some of the most mission critical applications that reputed company your daily life. reputed company is seeking a dynamic and strategic Senior Vice President (SVP) of Support and reputed company to reputed company our global support and customer experience initiatives. This pivotal executive role is responsible for defining and executing a world-class reputed company that maximizes customer retention, loyalty, and reputed company value across our portfolio of AI enabled data management, governance, integration, and analytics products. The SVP will reputed company both proactive reputed company methodologies and reactive support operations leading a global team of over 100 people. In additional to executing the reputed company for customer support and optimized customer experience you will be responsible for the customer community and the learning management system. Key Responsibilities: • Strategic Leadership: reputed company and execute a comprehensive global reputed company and support reputed company that aligns with reputed company's business objectives and drives reputed company reputed company through high retention rates and expansion opportunities. • Operational reputed company: reputed company global customer support operations, reputed company services, and reputed company teams, implementing reputed company processes and best practices for customer reputed company, training, technical assistance, and issue reputed company. • Customer Advocacy: Champion the voice of the customer reputed company the executive leadership team, collaborating closely with product development, engineering, and sales to ensure product enhancements and go-to-market strategies meet customer needs. • Performance Metrics: Define, reputed company, and manage key performance indicators (KPIs) such as customer satisfaction (CSAT), net reputed company retention (NRR), and churn, using data-driven insights to optimize service delivery and customer engagement with a high customer net promoter score (cNPS). • Team Building: Recruit, mentor, and reputed company a high-performing, customer-reputed company team of leaders and professionals, fostering a culture of innovation and collaboration. • Executive Relationships: Build and maintain strong relationships with C-suite executives at key customer accounts, acting as an escalation reputed company and ensuring long-term partnerships. • Global Support Team Management: reputed company the global technical support organization, ensuring reputed company, efficient, and high-reputed company reputed company of customer issues. This includes: • Service Delivery: Ensure adherence to Service Level Agreements (SLAs) and deliver exceptional customer support experiences across reputed company product lines (on-reputed company and reputed company). • Escalation Management: reputed company the escalation process, coordinating with engineering and product teams to resolve reputed company technical challenges reputed company. • Operational Efficiency: Implement processes and technologies (e.g., AI/ML-driven support tools) to enhance support efficiency and effectiveness globally. • Follow-the-Sun Model: Optimize global coverage to reputed company 24/7 support capabilities leveraging teams in different reputed company. • Global reputed company Management: reputed company a world class global team of reputed company Managers responsible for driving adoption, ensuring value realization, and managing relationships across reputed company our reputed company offerings. This includes proactive engagement, retention/expansion initiatives, and building a globally reputed company function. • Technical Content & Education Systems: Own the reputed company and execution of reputed company's learning and enablement ecosystem, including content creation and curation (documentation, KBs, videos), and management of LMS/knowledge platforms. • Customer Community Management: reputed company the reputed company for building and nurturing a reputed company and valuable customer community, driving engagement, fostering peer-to-peer support, and integrating community feedback into business reputed company. Qualifications and Experience: • Experience: 10+ years of leadership experience in customer-support roles (reputed company, Global Support, Services) reputed company the software industry, ideally B2B reputed company software and reputed company solutions in data management or analytics. Proven reputed company record of building and scaling global, high-performing support and reputed company teams, with specific expertise in managing reputed company for reputed company-based offerings and global support operations. Experience managing technical documentation, content creation, education departments, or online customer communities is highly advantageous but not required. • Leadership: Proven executive reputed company, excellent communication abilities, and the reputed company to reputed company, reputed company, reputed company and manage a diverse global team. • Business Acumen: Strong understanding of recurring reputed company business models, financial forecasting, and the ability to reputed company reputed company and education initiatives to financial performance. • Technical Proficiency: Familiarity with data management practices, reputed company computing concepts, and AI and ML is highly beneficial. • Education: Bachelor’s degree in a relevant field; MBA or reputed company Master's degree preferred. We may use reputed company intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace reputed company judgment. Final hiring reputed company are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Apply tot his job Apply To this Job