Vice President, Support Services Full Time

This senior leadership role is responsible for shaping and executing the strategy for a large-scale customer support organization serving enterprise utility software clients across North America. The position plays a critical role in ensuring customers derive continuous value from complex CIS/ERP solutions while driving satisfaction, retention, and operational excellence. You will lead multi-tier support teams, oversee incident management, and act as the executive escalation point for critical service issues. The role requires balancing strategic vision with hands-on operational oversight in a performance-driven environment. You will collaborate closely with Product, Sales, and Professional Services to enhance service delivery and reduce friction across the customer lifecycle. This is a high-impact leadership opportunity focused on scaling support operations, improving efficiency, and strengthening long-term client relationships in a rapidly evolving technology landscape.

Accountabilities

Lead the strategic direction and execution of the support services function, ensuring alignment with client satisfaction, retention, and recurring revenue objectives.

• Oversee and develop multi-layered support teams, including helpdesk, technical support, and client success functions across distributed locations.
• Manage financial performance of the support organization, including budgeting, forecasting, OPEX control, and recurring revenue accountability.
• Serve as the executive escalation point for critical incidents, ensuring timely resolution and clear communication with clients and stakeholders.
• Define and continuously improve KPIs such as SLAs, CSAT, first-contact resolution, and operational performance metrics.
• Drive support strategy for maintenance renewals, pricing initiatives, and client retention programs to minimize churn.
• Partner with Professional Services to ensure seamless onboarding-to-support transitions and sustained customer success.
• Collaborate with Sales and Product teams to enhance pre-sales confidence and improve product quality through feedback loops.
• Lead modernization of support operations through AI, automation, knowledge management, and self-service capabilities.
• Oversee managed services and technical operations, ensuring system reliability, uptime, and infrastructure performance.
• Prepare executive-level reporting and strategic updates for senior leadership and stakeholders.

Requirements

• 10+ years of progressive experience in customer support or technical support leadership, including at least 5 years in executive or senior leadership roles.
• Proven experience managing enterprise software support organizations with strong SLA, incident, and escalation governance.
• Strong background in P&L management, financial forecasting, and support contract or renewal oversight.
• Experience with enterprise support platforms such as Salesforce, Zendesk, or Jira Service Management.
• Deep understanding of customer support operations, including ticketing systems, escalation workflows, and service delivery frameworks.
• Strong analytical and data-driven decision-making skills with experience managing operational KPIs.
• Excellent communication and stakeholder management skills, with the ability to handle complex and high-pressure client situations.
• Ability to lead geographically distributed teams across multiple time zones in a remote environment.
• Experience in utility, ERP, or mission-critical enterprise software environments is highly valued.
• Strong leadership style focused on accountability, operational discipline, and continuous improvement.

Benefits

• Competitive executive compensation aligned with experience and market benchmarks.
• Comprehensive medical, dental, and vision coverage starting from day one.
• Employee stock ownership and retirement savings plans (RRSP/401k matching).
• Paid vacation and personal days.
• Remote-first work model with flexible arrangements.
• Opportunities for international travel (approximately 25-50%) when required.
• Lifestyle and employee reward programs.
• Exposure to large-scale enterprise clients and mission-critical software environments.
• Long-term career growth within a stable, financially strong software organization.

How Jobgether Works

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role’s core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

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