Vice President Support Services - Harris Govern
About the role
We are seeking an experienced and visionary Vice President of Support Services to join our executive team. In this pivotal role, you will provide strategic leadership and direction for our Support Services organization, ensuring exceptional customer experiences while driving operational excellence, process innovation, and organizational growth.
Responsibilities
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.
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.
Requirements
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.
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.
Qualifications
A deep understanding of emerging customer support trends, AI technologies, automation platforms, and the evolving expectations of modern SaaS customers.
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.
Skills
Strategic planning and execution
Customer support leadership
Organizational transformation
Artificial Intelligence (AI)
Financial management
Team leadership and development
Process improvement
Digital transformation
Executive communication and influence
Data analysis and decision-making
CRM and support ticketing system management
Knowledge management and analytics platform utilization
Departmental budget management
Strategic risk assessment and mitigation
Benefits
Not specified
Pay
$155,000 - $170,000 USD per year.
Schedule
Not specified