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VP of Client Services

Company: Software Related, Alpharetta, GA
Location: Alpharetta
Posted on: May 17, 2018

Job Description:

Position Summary:

Company is seeking a Vice President of Customer Engineering for its corporate office in Alpharetta. As the Vice President of Client Services, he or she will lead a team of SME’s working directly with clients to resolve issues, provide world-class product support and build lasting relationships with key customers. The Vice President, Client Services will develop a high performing team of proficient, quality focused client support and sustaining software engineers to ensure the highest levels of customer support and client satisfaction. This leader will possess fantastic leadership, strategic and continuous improvement skills to leverage leading edge technology, in order to improve client satisfaction, reduce variation, and improve service level metrics.

Responsibilities: Lead a high-performing, strong team of individuals in Technical Support, Sustaining Software Engineers and Technical Operations Engineers (group of 21 people in the USA and India). Identify gaps in the operational activities of the Client Services team to drive efficiency, productivity and improve customer experience to the level expected by Company’s customers (NPS 50) Maintain the existing Intraday Automation platform to ensure compliance with the stated Service Level Agreements Address product defects, where appropriate, to resolve issues reported from the field as well as insuring the product stays compliant with regulatory requirements and customer business needs. Travel to support the team in India, as required, to build a unified team (occasional travel). Provide regular and transparent reporting to the CEO and CTO on Client Service initiatives. Be the technical leader on the technology and development best practices. Opportunity: Create the Client Services strategic initiatives to include organizational, technical and process improvement initiatives necessary to offer cutting edge customer solutions. Work alongside his or her team, the Vice President will direct service excellence delivery throughout the team; develop and nurture customer relationships to ensure satisfaction; analyze both current and future customer needs, suggest new or alternative solutions as appropriate. Establish and manage client satisfaction metrics (NPS) with a focus on continuous improvement. Track performance across the client service organization to define the most efficient service level requirements, departmental goals, and oversee the execution of these goals. The ideal candidate will be expected to achieve optimum long-term results and establish mutually agreed upon standards of performance and guidelines for annual operating and service plans. Work closely with executives across the organization Education: A minimum of 5+ years software engineering experience Strong written and oral communications skills along with strong quantitative analysis skills Hands on troubleshooting and design experience with enterprise B2B applications in a scalable, mission critical, high performance SaaS environment (preferred) Proven experience at managing and leading high impact client support teams. Excellent client focus, strategic thinking and transformation skills and experience Excellent leadership skills and ability to motivate employees to perform at peak standards. Experience implementing SDLC best practices in an Agile environment Bachelor of Science in Electrical or Computer Science, or related field (Master of Science desirable).

Keywords: Software Related, Alpharetta, GA, Alpharetta, VP of Client Services, Executive, Alpharetta, Georgia

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