VP Global Customer Support
RemoteUnited States
Job Summary
Own the strategy and operations of Sapiens' worldwide customer support organization, serving as the executive escalation point for support cases from customers, services teams, and account managers. Establish and maintain coverage models for all product lines, including cloud support, incorporating follow-the-sun models across multiple time zones. Set the vision for global customer support strategy, deliver measurable ROI, and build enterprise-wide Quality Assurance programs to drive continuous improvement and SLA performance. Design and maintain the global organizational structure, manage the support budget and resourcing plan, and coordinate with Product, Engineering, and Cloud teams to ensure support readiness for new releases.
Required Qualifications
- Bachelor's degree in Computer Science, MIS, or an equivalent field
- 15+ years leading global support organizations
- significant experience at a senior/executive management level
- Proven experience establishing and scaling geographically dispersed, follow-the-sun support teams
- ITIL expertise
- Track record of standing up new support regions and service tiers, including L1 and L2 operations
- Experience working closely with Cloud and Product organizations to align support readiness with product strategy
- Demonstrated success designing and modifying support processes and coverage models to improve efficiency
- Sound business judgment with the ability to manage shifting priorities while remaining focused, motivated and enthusiastic
- Excellent problem-resolution capabilities and strong critical-thinking and analytical skills to isolate and resolve complex technical and operational issues
- Executive-level interpersonal, communication and stakeholder-management skills
- Strong organizational, multi-tasking and prioritization skills across a large, distributed organization
Desired Qualifications
- advanced degree
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