Vice President, Global Support Operations

Key Skills

3D point clouds, B2B, Global traffic steering, Operations, SaaS

Job Description

Vice President of Global Support Operations

Location: Draham, North Carolina or Pune India

This Vice President role is about the future of support delivered today—modernizing our tools, technologies, and processes to envision a segmented customer experience that resolves customer issues as well as helps answer their how-to questions—when and how the customer prefers…e.g., self-service or expert help. This leader will ask themselves how they can revolutionize and transform Support Services at Avalara! 

Specifically, the Vice President of Global Support Operations is a strategic role and needs a visionary leader who aims to deliver the future of support today. One who balances strategy with disciplined execution. A leader with executive presence who inspires confidence and commitment from the 200+ GSO experts around the world. A pacesetter who relentlessly focuses on an easy, simple, delightful customer experience and who, daily, empathizes with our customers and partners. An innovator who keeps a pulse on market-leading technologies and embraces an innovative approach leveraging Artificial Intelligence, machine learning, and automation with the desired outcome to exceed customer expectations—at the first call.

The GSO VP will continually refine and improve GSO KPIs and will partner and closely collaborate with product management, service enablement, and engineering teams, which are instrumental in creating products and support services for our global customers. The mission is to create a flywheel (customer experience journey/ feedback loop) that tracks, documents and understands customer issues and recommends product enhancements to eliminate them before they occur. 

Responsibilities

This position will require you to: 

Explore and advise our executive leadership on new technologies, including AI, ML, data, and analytics advancements to improve productivity, support services, and customer engagement. • Provide vision and direction to implement strategies, processes, and technologies to deliver world-class customer service in defined segmented experiences consistently.

• Lead and manage a globally diverse organization.
• Demonstrated ability to hire, inspire and manage non-US based teams. Experience with overseas labor practices, opportunities, and pitfalls.
• Ability to build a common set of global practices and principles for the support services team to include procedures related to case intake, case resolution, customer escalation, and incident management
• Build a highly engaging customer support self-service program that will allow for future customer growth with minimized support resources to ensure all aspects of the customer relationship are considered in defining these solutions.
• Develop a proactive approach to establish a best-in-class support services experience to continuously improve customer engagement and satisfaction for numerous customer profiles from ESB to our largest enterprise customers.
• Partner with our product and services leaders to ensure customer issues are known and recommendation for product and service improvements are documented for continuous improvement.
• Partner with product and engineering teams to define new and highly scalable processes for resolving product bugs, customer challenges, and concerns.
• Increase CSAT, time to resolution. Reduce churn, DSAT.

Work with engineering and product management teams to further develop training solutions, documentation access, customer communities, self-service, customer engagement tools, ticketing systems, and the like.

The Vice President of Global Support Operations will have excellent functional expertise in leading and collaborating with professional services, technical operations, product management, engineering, and product development. In addition, we are looking for the following:

• Ability to inspire a team to pursue unwavering excellence.
• Strong executive presence to represent one of the most critical functions at Avalara.
• Proven leader and motivator with deep experience building and leading large global customer support and professional services operations—preferably at a global SaaS company.
• A reputation for creating a work environment that continually promotes quality and employee effectiveness; consistently attracts new talent to the business at all levels; retains key high performers and high potential employees.
• Demonstrated ability to always see from the customer’s point of view.
• Proven relationship management skills.
• Executive presence and gravitas with the ability to influence executive leadership here at Avalara.
• Excellent capabilities in maximizing customer satisfaction by using key metrics to balance operational metrics against customer service/satisfaction metrics.
• Has driven organizations through rapid growth and global expansion at scale.
• Demonstrated experience driving operational excellence.
• History of executive-level experience working with global customers across multiple enterprise engagement cycles.
• Experience evaluating internal customer care processes and workflows.
• Experience supporting enterprise customers across different industry sectors.
• Experience in financial management, including budget management and strategic budget decisions.

Qualifications

• To be successful, you will need to have:15+ years of building and implementing support offerings in high-growth, B2B, SaaS, cloud, and technology industries supporting a global customer base.10+ years of experience managing a geographically distributed customer-facing technical support organization across culturally diverse teams.
• Bachelor's Degree or equivalent experience
• Proven track record of successful experience bringing new cloud products, services, and support offerings to market.
• Experienced in modernizing a global, product-focused customer services and support team by upselling/cross-selling based on customer issues—leveraging modern processes, technology, and service models to do it smoothly and at a profit
• Ability to form strong cross-functional relationships and influence others to achieve a common goal, including our customer base.
• Exceptional capabilities in oral and written communications with experience effectively presenting ideas and information across all levels of an organization.
• Highly adaptable.
• Able to prioritize challenges and changes in a timely manner while driving for the best possible

We’re building cloud-based tax compliance solutions to handle every transaction in the world. Imagine every transaction you make — every tank of gas, cup of coffee, or pair of sneakers, every movie ticket, meal kit, or streamed song, every sensor-to-sensor ping. Nearly every time you make a purchase, physical or digital, there’s an accompanying unique and nuanced tax compliance calculation. The logic behind calculating taxes — the rules, rates, and boundaries is a global, layered, three-dimensional mess of complexity, with compliance dictated by governments and applied by every business, every day.

The base pay range(s) below are provided in compliance with state-specific laws. Pay ranges may be different in other locations.

• Colorado $168,600- $286,600 [annually]
• Washington $168,600 - $316,800 [annually]
• California $168,600 - $346,900 [annually]
• NYC $186,400 - $346,900 [annually]

The pay range above is the general base pay range for a successful candidate in the state listed. The successful candidate’s actual salary/wage may be based on various factors, such as geographic location, candidate experience and qualifications, as well as market and business considerations. This role is eligible for an annual bonus based on individual and company performance, depending on the terms of the applicable plan and the employee’s role.BonusThis role is eligible for an annual bonus based on individual and company performance depending on the terms of the applicable plan and the employee’s role.