VP, Global Customer Support

June 26

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Zuora

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Zuora provides a leading monetization suite for modern businesses across all industries, enabling companies to unlock and grow customer-centric business models$1. .$1

Subscription Billing • Subscription Commerce • Subscription Finance • Subscriber Insights • Subscriber Analytics

1001 - 5000

💰 $400M Post-IPO Equity on 2022-03

Description

• The Vice President, Global Customer Support is a critical leadership role in ensuring exceptional customer experiences and operational excellence across our global support services organization • Responsible for leading and executing the Support organization strategy that will leverage emerging technologies and artificial intelligence (AI) to enhance Zuora’s customer support model and scale our support operations engineering capabilities to meet the diverse needs of our customers, ranging from small to large enterprises • Execute a strategic vision for the global customer support organization that aligns with the company's customer support objectives and leverages AI to drive innovation and efficiency • Continue to lead transformation initiatives to modernize the customer support and operations organization, incorporating AI and other advanced technologies to improve Zuora customer support service delivery and customer satisfaction • Collaborate with the customer support and operations engineering teams to upscale and enhance support engineering capabilities, ensuring the organization can effectively support a growing and diverse customer base • Global Team Management: Lead, mentor, and develop a high-performing global support and operations team, fostering a culture of excellence, collaboration, and continuous improvement • Work closely and partner with other executive leaders, including product, development, sales, and marketing, to ensure alignment and support for broader company initiatives • Manage the global support budget, ensuring efficient allocation of resources to meet strategic objectives and operational needs

Requirements

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field • Minimum of 10 years of experience in a senior leadership role within a global support technical organization, preferably in the SaaS industry • A high level of understanding of our customers’ business, complex issues to meet customer expectations • Demonstrates a deep level of commitment to customer satisfaction and experience, with a track record of implementing successful customer support initiatives • Experience working in a global environment, with an understanding of the challenges and opportunities of supporting a diverse, international customer base • Strong understanding of AI and emerging technologies and their application in customer support and service delivery • Proven ability to lead and inspire large, globally distributed teams while driving organizational change and transformation • Demonstrated ability to develop and execute strategic plans that align with company goals and drive measurable results • Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels • Strong analytical and problem-solving skills, with the ability to make data-driven decisions

Benefits

• Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs • Medical, dental and vision insurance • Generous, flexible time off • Paid holidays, "wellness" days and company-wide end of year break • 6 months fully paid parental leave • Learning & Development stipend • Opportunities to volunteer and give back, including charitable donation match • Free resources and support for your mental wellbeing