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VP Tech Product Support & Customer Success

Operations/Manufacturing/Customer & Technical Service
190000DP Requisition #
Vice President, Technical Product Support and Customer Success          (Dallas)    REQ# 190000DP
Position Overview: 

We are seeking a Vice President of Global Technical Product Support & Customer Success who has a passion for optimizing complex business processes and improving the customer experience. The VP will lead the global technical support organization with teams in the UK, Singapore, Canada, and the United States responsible for managing software support. In this role, you will be responsible for defining and executing the strategic plan for the Product Support & Success Organization. The ideal candidate has experience implementing technology solutions and best practices in a global Technical Support and Operations organization, operates with a sense of urgency, and is an effective leader and influencer in a matrixed organization.  This position reports directly to our Chief Information Officer and is focused on the technical customer support of our Enterprise Security Products portfolio.

Customer Support Function Management
Key Actions/Activities
  • Steer and scale a world-class global support organization providing an outstanding customer experience and operational excellence.
  • Establish industry best-in-class customer experiences for all interactions across Entrust Datacard globally
  • Develop and implement best practices globally across regions in a complex organization
  • Hold internal and external customer service reviews, with meaningful metrics
  • Mature multiyear roadmap for customer support and success organization – for talent, process and technology
  • Build and promote a culture of metrics and continuous improvement
  • Partner with stakeholders to create meaningful operational and business metrics
  • Champion culture transformation to align with EDC culture transformation goals
  • Develop a strategic plan for follow the sun 24/7 technical support
  • Elevate and Transform – work continuously with the team to ideate, simplify, build, and scale new approaches to elevate and transform in terms of the value we are bringing to our customers
  • Lead and contribute on cross-functional project teams, driving and implementing changes to improve business results, efficiency, ease of doing business, and customer satisfaction across geographies
  • Work closely with cross-functional teams to align global practices
  • Develop service and support metrics for all aspects of the business
  • Securing the Enterprise and external customer data from all types of internal and external threats.
  • Ensuring that all required certifications required to enable the business to operate are maintained.
  • Acting as the 24/7 escalation endpoint to resolve high-profile customer support and service issues. This includes actively participating in customer escalation calls 24x7
  • Ensuring the high renewal rates for maintenance accounts by continuously surpassing customer expectations.
  • Visiting with customers to address service issues, review service levels, and sell products and services.
  • Budgeting and managing costs and revenue.
  • Negotiating contracts and pricing with external vendors.
  • Manage Customer Support budget

Leadership & People Management                                                                                                                                                                                

Key Actions/Activities

  • Perform general management responsibilities such as hiring, performance management, performance reviews, individual development activities, etc.
  • Implement best practices and establish and manage team metrics and deliverables, ensuring that service-level objectives are consistently met or exceeded, with a focus on quality, accuracy, timeliness and effective communication. 
  • Act as escalation point for issues and provide leadership and guidance to team
  • Provide work direction and leadership to organization through project management, regular staff meetings, and 1:1s.

Basic Qualifications
·        Bachelor’s degree.
·        8+ years of leadership experience, preferably with experience leading technical product support teams.
·        Demonstrated ability to lead in a matrix organization with strong influencing and change management skills 
·        Results- and metrics-driven, with a proven track record of building high-functioning, accountable teams that consistently deliver results within budget.
·        Highly organized with strong analytical and problem-solving skills
·        Ability to successfully deliver multiple complex projects simultaneously, meeting time and quality goals
·        Proven track record in understanding customer concerns and handling critical escalations with calm professionalism and respect
·        Demonstrated ability in measuring and improving customer satisfaction
·        Excellent verbal and written communication
·        Proficiency with Microsoft Office
·        Ability to travel up to 30%, both within the US and internationally
·        Must be able to lawfully work within the US and have unrestricted work authorization for US
Preferred Qualifications:
·        Customer Operations leadership experience in a service or IT environment utilizing integrated business systems.
·        Superior coaching skills with a passion for people development
·        Background working with both hardware and software sales
·        Experience implementing global technology solutions to streamline order management
·        Proficiency with or another CRM system
·        Multilingual skills a plus
About Entrust Datacard
Our growing company relies on curious, dedicated and innovative colleagues to anticipate the future and provide solutions for a more connected, mobile and secure world. Entrust Datacard technologies and expertise help government agencies, enterprises and financial institutions in more than 150 countries serve and safeguard citizens, employees and consumers. Each year, our solutions secure billions of transactions — and every day, our technologies issue and manage more than 10 million secure identities. How do we do all of this? Together.
Join us. Together we’ll create solutions for a more connected, mobile and secure life.
For more information, visit Follow us on Twitter, YouTube and LinkedIn.
Entrust Datacard Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

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