VP Product Support and Service Management

Senior Vice President, Product Support and Service Management

Why you want to lead our Customer Experience & Operations team:

The Senior Vice President of Product Support and Service Management plays a pivotal strategic role in driving Accruent's mission to deliver exceptional value to its customers. This exciting, yet challenging, position is responsible for leading and managing three critical functions: Customer Support, Customer Care, and Customer Experience.

By ensuring the delivery of end-to-end high-quality support services, this role directly impacts customer health, retention, and our financial stability and future growth. 

The ideal candidate will possess a strong background in customer success, support, customer experience, data-driven insights, churn reduction and growth strategies, and leadership, all of which are crucial for maintaining and enhancing Accruent's reputation, customer satisfaction and position in the market.

This global role is remote. Some minimal travel may be required for key onsite meetings and working sessions. The role reports directly to L1 leadership and will regularly interface with senior and executive-level leadership.

How you'll make a difference:

Improve Customer Health & Retention 

• Design and implement strategies to improve customer health and support efficiency, thereby improving customer retention, reducing churn and accelerating growth.
• Develop capabilities to analyze themes and implement proactive monitoring techniques to prevent customer issues.
• Implement initiatives using data-driven insights to demonstrate the impact of outstanding support services on financial and business outcomes.

Lead and Manage Multi-Product Support 

• Lead and manage a multi-product customer organization, ensuring the delivery of exceptional support services.
• Collaborate with cross-functional teams, including product development, engineering, technical operations, professional services, and customer success, to resolve customer issues and improve product quality.

Drive Cultural Transformation 

• Drive a cultural transformation towards prioritizing customer experience across all levels of the organization.
• Modernize Accruent’s approach to customer journey orchestration.
• Work cross-functionally to create customer experience playbook(s) aligned with Accruent company and product strategies.

Measure, Manage & Drive Performance 

• Establish and maintain key performance indicators (KPIs) to measure the effectiveness of support services, customer health, churn and growth.
• Manage the full lifecycle of problems, from identification and analysis to resolution and prevention.

Optimize Resource Utilization 

• Design and implement organizational structures to ensure maximum resource efficiency and cost-effectiveness, while allowing for cross-training and development of team members.
• Leverage AI and self-service capabilities to enhance customer satisfaction and optimize resource utilization.

Foster Excellence & Accountability 

• Lead and mentor team members, fostering a culture of excellence and accountability.
• Ensure compliance with industry standards and best practices for technical support and ITIL functions.

Build Strong Relationships 

• Develop and maintain strong relationships with key customers and internal stakeholders to ensure an exceptional and seamless experience.
• Regularly communicate with senior managers, business leaders, and other key stakeholders.

What you bring to the table:

Minimum Required Education and Experience:

• Bachelor's degree in Computer Information Management, Business, or a related field.
• 7+ years of experience in a customer success and/or support role, with at least 5 years in a leadership role.
• Experience in designing and delivering effective strategies.
• Experience managing a diverse team across multiple time zones and leading leaders.
• Experience leading directly, indirectly, in-person and remote.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Knowledge of ITIL processes and best practices.
• ITIL certification is desirable.
• Experience with ServiceNow, Salesforce, and Jira is preferred.

Required Knowledge, Skills and Abilities:

• Strong analytical abilities in visualizing, capturing information, and analyzing data to manage risk and solve complex problems.
• Strong communication and presentation skills with the ability to tailor communication to senior leaders, key stakeholders, and teams.
• Be ‘the light in the room’ – a positive attitude and flexibility when faced with fast-paced, complex incidents or issues.
• Self-motivated, intellectually curious, and a desire for continuous learning.
• Experience with customer relationship management (CRM) systems and IT Management systems.
• Knowledge of software development lifecycle (SDLC) and agile methodologies.
• Familiarity with cloud-based technologies and services.