VP of Customer Experience

This is a fully remote position, open to applicants in Utah.

📋 Description

• Direct global post-sale customer delivery operations across Professional Services, Customer Support, Managed Services, Premium 24x7x365 Support Operations, Documentation, and Customer Enablement.

• Manage the Global Center of Excellence and enforce uniform operating standards across the product range.

• Take ownership of Customer Experience as a business, focusing on services bookings, gross margin, resource utilization, delivery efficiency, customer satisfaction, and operational scalability.

• Collaborate with Sales to enhance service attachment rates and create standardized service offerings and recurring revenue opportunities.

• Leverage AI to boost delivery speed and scalability.

• Refine standardized implementation methodologies, deployment playbooks, readiness checklists, knowledge capture standards, runbooks, go-live governance, escalation procedures, incident management, and change control.

• Transform implementation, premium support, managed operations, documentation, release and change management, and customer enablement services into products.

• Act as the executive sponsor for key customer relationships, manage escalations, and facilitate enterprise deployments.

• Enhance customer retention, confidence, and long-term success.

⛳️ Requirements

• Over 15 years of progressive leadership experience in Professional Services, Customer Experience, Customer Operations, or Technical Services within enterprise software or SaaS companies.

• Proven success in leading large global customer-facing teams.

• Experience in managing Professional Services, Customer Support, Managed Services, and customer delivery teams.

• Established capability to create standardized operating models across various software products.

• Strong financial acumen in managing services profitability, utilization, forecasting, and operational performance.

• Experience in leading offshore or global delivery teams and Centers of Excellence.

• History of scaling customer operations during periods of rapid growth and organizational change.

• Excellent executive-level communication and customer relationship management skills.

• Experience collaborating with Product, Engineering, Sales, and Executive Leadership.

• Preferred: experience in print, manufacturing, industrial software, ERP, MES, or manufacturing execution markets.

• Preferred: experience integrating acquired software businesses into a cohesive customer delivery organization.

• Preferred: experience in building or leading Customer Success teams.

• Preferred: familiarity with enterprise implementation methodologies and ITIL-based support operations.

• Preferred: experience in developing partner enablement and channel delivery programs.

• Must be authorized to work in the United States.

🏝️ Benefits

• Access to AI-driven performance tools and involvement in next-generation manufacturing software.

• An inclusive environment with a commitment to Equal Employment Opportunity.

• Reasonable accommodations available for applicants with disabilities and disabled veterans.