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Senior Vice President, Worldwide Customer Success and Support

Company Description Leading Products - Innovative Ideas - Exceptional People ....MicroStrategy, A Dynamic Place to Work! At MicroStrategy, we are passionate about creating powerful, disruptive technologies that transform how companies do business. Innovative products and ultimately our success are rooted in one driving force--our people. Our casual and flexible environment encourages creativity and collaboration, so you'll have the opportunity to initiate and contribute to challenging projects, while pursuing your interests and developing, both professionally and personally. Bring us your passion, curiosity, and fresh ideas, and be a part of technology innovation at its best! Job Description The SVP of Worldwide Customer Success and Support will be a member of the MicroStrategy Services Leadership Team and will be responsible for leading our Global Customer Success and Support organization through profitable revenue growth and delivery of an exceptional customer service. Reporting to the SEVP of Services, you will play a key role in driving customer goals, product utilization, and expansion by ensuring the engagement, success, retention, and growth of our customers. This role includes responsibilities for Customer Success and Support activities (e.g., on-boarding, support, services, adoption, advocacy, retention, etc.) and outcomes (e.g., renewals, expansion, etc.). Key Responsibilities: Technical Support:   Lead a team of 160+ Technical Support Engineers and Managers Manage the operations of the Technical Support department by utilizing dashboards and maximizing Accountable for all recruiting efforts and organizational growth by consistently hiring team oriented, technically proficient individuals Integrate all support channels (phone, email, chat) to create a seamless customer experience Build strong relationships with MicroStrategy field personnel and intervene in critical customer situations Engage with our Technology organization and with our customers in resolving technical support issues Drive to effective resolution assigned client escalations including post-mortem root cause analysis and recommendations/implementations toensure long-term remediation of issues. Work closely with Product Management and Engineering, providing feedback from customers on product quality and features and influencing design for supportability Create a positive and productive work environment where employees feel challenged and motivated to meet business goals Customer Success: Promote an environment where all employees are driven towards customer satisfaction and customer success Be accountable for customer success, cycle time, and throughput of cases. Evaluate and, if necessary, adjust Individual MBOs on a quarterly basis toensure they are in line with business goals Provide the vision and direction to implement strategies & processes todeliver a best in class customer experience while enabling profitable revenue growth Representing the voice of the customer and influencing internalstakeholders by promoting a customer-centric mindset across the organization and creating a company-wide customer feedback loop Responsible for implementing best practices around customer onboarding, customer success planning, go-live/steady state follow up & support Maintain & measure departmental KPIs to garner actionable insights that will drive strategies around increasing renewal rates, and reduce churn Ensure the appropriate reporting/analytical framework is in place to garner the necessary insights that will drive actionable results Partner closely with our Sales teams to identify & implement thoughtful growth strategies to identify & drive expansion opportunities within our existing customer base Define & optimize the customer lifecycle through journey mapping & customer segmentation strategies  Encourage cross enterprise alignment to enable end to end execution of a successful customer experience Devise rapid deployment strategies for new products and services Qualifications Requirements: 15+ years of experience in a related field 5 years' experience in an executive-level Support role overseeing a large multi-site organization, supporting enterprise software solutions; experience supporting customer's software solutions deployed on-premise and/or in the cloud Bachelor's degree, preferably with a technical major (Engineering, Physics, Mathematics, Computer Science) Java, Visual Basic, HTML, XML/XSL, ASP, SQL technologies a plus Deep passion for customer success, coupled with a driving motivation tosolve customer problems and continually improve customer experience Extensive experience building a fast-paced SaaS-based customer experience organization, with demonstrated results in driving enhanced productivity and improved operational metrics. Ideally with enterprise-focused, complex, and business critical software Proven ability to develop strong working relationships in a matrixed, global environment and establishing a high level of credibility across functional lines of business (ie: Sales, Cloud, Product, & Software Development) Strong understanding of project management & implementation within a professional & global services environment Ability to juggle multiple projects and initiatives simultaneously as well as effectively collaborate across teams and to work in a diverse, fast paced environment Demonstration of excellent communication skills, both written and verbal, communicating effectively with customers, executives, leaders, program/initiative owners, stakeholders, and other audiences as well as delivering presentations before large audiences Data driven with a deep experience with business analytics Strong bias toward thoughtful action to drive high performance results Additional Information MicroStrategy is an equal employment and affirmative action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.
Salary Range: NA
Minimum Qualification
15+ years

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