Vice President, Global Services – Zmags

Portfolio Company Roles

Vice President, Global Services - Zmags

As the Vice President, Global Services, you will lead and manage our Customer Engagement and Services organization. You will be responsible for establishing all policies, systems and team structures necessary to maintain the highest level of customer service for a rapidly growing SaaS company. You will work closely with customers and internal teams to quickly and effectively resolve customer issues. You will also work extensively with our Product Engineering and Customer Success teams on a variety of initiatives. This role is the primary person responsible for maintaining and continuously improving our customer support and onboarding process.

Responsibilities:

  • Lead, organize and drive execution within the Global Services team
  • Financial responsibility and accountability for Global Services team Services revenues and budget
  • Track, analyze and report on customer service and key onboarding metrics
  • Create systems, processes, and tools to support the growth of the organization
  • Provide a seamless customer onboarding and support experience across customers, partners and internal departments
  • Identify areas for improvement in customer service, develop initiatives to address these areas, and lead the team in executing them
  • Maintain and develop effective and efficient onboarding practices, both technical and process related
  • Lead the team in communicating effectively with clients and addressing issues rapidly and fully
  • Provide thoughtful leadership, strategic insight and clear communication (both written and verbal) to the team
  • Strategize & create the best customer escalation practices for a smooth customer experience

Qualifications:

  • Bachelor’s Degree in technical majors
  • A minimum of 8-10 years of experience with a SaaS technology company
  • A minimum of 8-10 years of experience in technical & customer facing roles
  • A minimum of 5 years of people management including hiring, mentoring and growing teams
  • Experience with Photoshop, Illustrator, or other graphic design and layout tools
  • Proficient understanding of web mark-up, including HTML5 and CSS3
  • Must be legally authorized to work in the U.S.

Desired Characteristics:

  • Strong organizational capability
  • Excellent communication skills
  • Ability to work in a globally distributed team environment, across multiple time zones
  • Able to identify and assess critical problems and make appropriate recommendations/changes

Customer interaction:

  • Demonstrates empathy and drives actions based on customer situations and needs
  • Maintains high levels of customer satisfaction
  • Addresses customer concerns quickly and effectively
  • Establishes strong relationships with key decision makers at customer organizations
  • Able to manage customer expectations and de-escalate issues

Leadership:

  • Establishes & communicates team members' roles in relation to their function and data
  • Engages with cross-functional teams to efficiently resolve problems
  • Proactively coaches and/or mentor’s others to improve their contribution to the team
  • Drives organizational awareness of processes. Creates a team environment where people are motivated, share more, are highly engaged, and ultimately perform better
  • Effectively directs and mentor’s others in critical thinking skills
  • Encourages an interest in continual learning

Ready To Learn More?

Send us a quick note about your interest in a career with Akmazo to the address below.

199 Wells Avenue, Newton, MA 02459