Vice President Support Services - Harris Govern

What Will Be Your Impact

• Develop and execute strategic plans for the Support Services organization, ensuring alignment with the company's vision, mission, and long-term business objectives.
• Define and execute the organization's AI strategy for Support Services, identifying opportunities to leverage AI to improve customer experience, increase employee productivity, automate repetitive work, and deliver actionable operational insights.
• Drive financial performance by accurately forecasting and delivering multi-million-dollar recurring revenue while maintaining a high revenue-to-OPEX ratio and minimizing forecast-to-actual variances.
• Spearhead annual pricing initiatives, oversee contract renewals, and implement strategies to track, understand, and reduce customer attrition.
• Serve as the executive point of escalation for critical customer and operational issues, ensuring timely, effective, and customer-focused resolution.
• Lead, mentor, and develop a high-performing team of managers, team leads, and support professionals while fostering a culture of accountability, innovation, continuous learning, and AI adoption.
• Establish, monitor, and continuously optimize key performance indicators (KPIs) that measure customer satisfaction, service quality, operational efficiency, AI adoption, and business outcomes.
• Oversee the development and continuous improvement of support processes, policies, knowledge management practices, and AI-assisted workflows that enhance scalability and service excellence.
• Champion digital transformation initiatives that modernize customer support through automation, intelligent self-service, predictive analytics, and AI-powered knowledge delivery.
• Collaborate closely with Product Management, Engineering, Professional Services, Sales, and Customer Success to continuously improve the end-to-end customer experience.
• Partner with the Sales organization to support strategic pre-sales engagements, demonstrating the strength of our post-sale support capabilities and helping secure new business opportunities.
• Ensure seamless transitions from implementation to ongoing customer support by partnering closely with Professional Services to preserve customer confidence and long-term success.
• Manage departmental budgets and resources effectively while identifying opportunities to improve productivity through technology, automation, and process optimization.
• Represent Support Services as a strategic executive leader, providing regular updates on organizational performance, customer health, AI initiatives, strategic risks, and opportunities for continuous improvement.

What We Are Looking For

• A Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field, or equivalent professional experience.
• A minimum of ten (10) years of progressive customer support leadership experience, including at least five (5) years in a senior leadership or executive role.
• A proven track record of developing and executing strategies that improve customer satisfaction, operational performance, employee engagement, and business results.
• Demonstrated experience leading organizational transformation initiatives, including process improvement, digital transformation, and the practical adoption of Artificial Intelligence (AI).
• Strong executive leadership, communication, coaching, and relationship-building skills with the ability to influence across all levels of the organization.
• Exceptional analytical, financial, and problem-solving abilities with experience making data-driven decisions using operational metrics and customer insights.
• Experience leveraging CRM platforms, support ticketing systems, knowledge management solutions, analytics platforms, and AI-enabled customer support technologies.
• Experience managing departmental budgets, forecasting business performance, and optimizing resource allocation within established financial objectives.

What Would Make You Stand Out

• A deep understanding of emerging customer support trends, AI technologies, automation platforms, and the evolving expectations of modern SaaS customers.
• A proven ability to develop and execute an AI vision that transforms customer support through intelligent automation, AI copilots, predictive analytics, knowledge optimization, and enhanced employee productivity.
• Experience evaluating and implementing AI technologies responsibly while balancing innovation, governance, security, customer trust, and measurable business value.
• A history of building high-performing, innovation-focused organizations that embrace continuous improvement, experimentation, and data-driven decision making.
• Experience presenting strategic initiatives and operational performance to executive leadership, customers, and boards while serving as a trusted advisor on customer experience and service excellence.

Pay

Salary range: $155,000 - $170,000 USD per year.