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VP Customer Support


VP Customer Support

VP Customer Support

Sage
Atlanta, GA

Job details

Job Type


Advert

People make Sage great. From our colleagues delivering ground-breaking solutions to the customers who use them: people have helped us grow for more than thirty years, and people are driving our future as a great SaaS company. We're writing our next chapter. Be part of it!

At Sage, we recognize that the world of work has rapidly shifted over the last few years, particularly how we work. That is why we have committed to working in a hybrid way going forward. Human connection is an essential ingredient of the 4 principles that make up our Flexible Human Work hybrid framework and we want to be transparent in what that looks like when you join our Sage family. On one hand, our offices will continue to play an important role in our future and serve as a place for spontaneous conversations, connection, collaboration as well as focused time. On the other hand, we have learned to reimagine where and when we work and to unlock that flexibility and innovation for our colleagues offering them the opportunity to work flex across their home, Sage offices or customer sites.

We invite you to join us and help us write our next chapter. Follow us on our social media sites to join in conversations about open positions and company news! #lifeatsage #sagecareers. If you would like support with your application (or require any adjustments) please contact us at careers@sage.com for assistance. All qualified applicants will be thoughtfully considered and never discriminated against based on their race, color, age, religion, sexual orientation, gender identity, national origin, disability or veteran status.

EOE AA/M/F/Vet/Disability Sage Software is an Equal Opportunity Employer. We comply with the laws set forth in the Equal Employment Opportunity in The Law poster: https://1sa.ge/EjaS30kzhpR

Job Description

We’re looking for a VP Customer Support to join our Global Customer Operations Function. We are open to remote location for this opportunity.

The VP Customer support will be equal parts strategist, visionary, and a doer who can easily shift from thought leadership to rolling up their sleeves to engage in hands-on support resolution. This is a high-profile role, with significant decisions making responsibility. This role will be expected to provide thought leadership around Sage’s Customer Support strategy, whilst also driving the execution of programs and the performance of our internal and external support teams. The VP will have responsibility for building and inspiring a team of people to make our customers lives better by executing world class operational playbooks, developing high performing teams and spearheading the delivery of effective processes and systems.

Key to the success of this role is building effective partnerships with regional Managing Directors and their teams, and the global management community, in order to deliver the Customer Operations strategy within our matrixed organization. To drive impact this role will bring best in world thought leadership to hiring, instilling expertise to resolve customer problems, retaining high performing colleagues, refining process and tech to reduce effort and will bring experience in a customer first, customer driven culture.

This is a global business transformation role leading on the Customer Support Strategy, ultimately helping Sage achieve our business goals by providing world-class support to our customers. We already have market-leading technologies in place so this role is all about building and bringing the strategy to life through optimising and evolving our customer service touch-points. We’re seeking someone who is a Customer Service expert with proven experience of driving transformation, ideally working within a customer-obsessed brand. You’ll be used to building and leading high performing teams and will be highly influential with proven stakeholder management skills in order to make things happen within a global matrix environment.

Key Responsibilities

Key Responsibilities
  • Recruit, inspire and develop Leaders and Colleagues who bring a customer-centric view and high expertise to their everyday roles

  • Collaborate with marketing, regional and product teams to ensure the delivery of the customer promises and brand proposition through customer support delivery

  • Drive a company-wide culture of building brilliant customer outcomes ensuring that all products, processes, systems and tools are designed with the customer in mind and in turn result in minimal customer effort

  • Develop actionable strategies, objectives and plans to deliver short term and mid-term company goals

  • Across all Sage products and across the globe, establish and monitor KPIs related to the Customer Experience (based on industry standards and measurements)

  • Determine and deliver the Outsource Contact Centre Strategy that drives high quality, while delivering cost effectiveness

  • Through a direct and indirect motion, build, lead and develop customer facing teams to deliver high performance that meets all KPIs and drives customer satisfaction that results in customer stickiness and the expansion of revenue

  • Develop customer listening points throughout all key journeys to capture insight and in turn drive continuous improvement across Customer Support

  • Drive collaboration and gain consensus across many business units (and stakeholders), within a complex organization through creating clarity of purpose, motivating individuals to the goal, ensuring all voices feel heard and governing to ensure standards are maintained

  • Develop ground-breaking initiatives to create a unique, digital and human Customer Experience

  • Work with the regions and the matrix to deliver all achieve all support goals


  • Skills, know-how and experience must haves
  • Ability to provide the thought leadership and best practice vision to ensure that the right ‘expert support strategy’ is designed and delivered

  • Ability to quickly collate information, process it and make decisions across multiple topics on any given day

  • Strong action-orientation, independent thinker with excellent organization skills

  • Excellent stakeholder engagement and communication skills to be able to build rapport and influence across the organization

  • High levels of personal energy and ability to work with a range of people and cultures at all levels

  • Charismatic speaker and communicator, capable of acting as a Customer evangelist across Sage globally

  • Be a specialist in driving the right strategic and tactical decisions to ensure expert support is delivered and all goals and performance metrics are achieved


  • Technical / professional qualifications:
  • 7+ years of leadership experience within customer service – leading large teams for a customer focused brand

  • Managed Contact Centre Outsourcers to deliver high performance and experience of vendor contract management

  • Bachelor's degree from an accredited college / university preferred (or equivalent)

  • Deep leadership experience – ability to lead diverse, global and complex teams across multiple products and services

  • Ability to build strong relationships with high-level internal clients and peers

  • Experienced at optimizing processes and systems to drive brilliant customer outcomes


  • Key performance indicators:
  • Customer Effort Score

  • Customer Satisfaction (NPS)

  • First Call Resolution

  • Productivity Measures (i.e. AHT, Shrink, Adherence)

  • Employee Satisfaction

  • Complaints per Customer


  • Key stakeholders:
  • Reports to the EVP Customer Operations

  • Strong relationship Managing Directors and VP of Service globally

  • Fosters close, cooperative relationships with VP Digital Operations Enablement to drive initiatives to leverage technology


  • #LI-CB1


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    • Mobile: NA

    • Location: NA

    • Post ID: 21892905


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