VP, Global Support

The Vice President, Global Support is a strategic leadership role responsible for overseeing the customer support function and ensuring exceptional customer experiences. Reporting to the Chief Customer Officer, his position will lead and manage the Support organization, develop and execute support strategies, and drive continuous improvement to meet customer needs and expectations. The Vice President will collaborate closely with cross-functional teams to optimize support processes, enhance customer satisfaction, and contribute to the overall success of Ping.

Main Responsibilities:

• Develop and execute the overall customer support strategy, aligned with the company's business goals and customer needs.
• Lead and manage the Customer Support team, fostering collaboration, professional growth, and excellence in customer service.
• Define and implement support processes, policies, and metrics to ensure prompt and effective resolution of customer issues.
• Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to measure and improve support effectiveness and customer satisfaction.
• Drive the adoption and utilization of support tools, technologies, and systems to enhance support productivity and enable data-driven decision-making.
• Collaborate with cross-functional teams, including Success, Product Management, Engineering, and Quality Assurance, to identify and address product-related issues and improve product reliability and usability.
• Develop and deliver customer support training programs to enhance the skills and knowledge of support team members.
• Foster a customer-centric culture within the support organization, promoting a proactive and empathetic approach to customer interactions.
• Coach and Mentor the leadership team of our Elite Support team to maximize the GRR and NDRR of Elite Care packages to exceed company averages
• Contribute to the scale and maturity of our TAM team, programs and methods within the Elite Support Offering to drive company leading CSAT of TAM execution
• Create, Coach and Mentor a Support Escalation team and processes to deliver continuous improvements of how we handle the most challenging portions of customers journey with Ping
• Deploy operational improvements leveraging automation, AI, and Process standardization
• Establish and maintain strong relationships with key customers, acting as a trusted advisor and escalation point for critical issues.
• Monitor and analyze support metrics and customer feedback, providing insights and recommendations to executive leadership to drive continuous improvement.
• Collaborate with Sales and Customer Success teams to ensure a seamless customer experience from pre-sales to post-sales support.
• Collaborate with Marketing to develop and deliver support-related content, resources, and programs to educate and empower customers.
• Stay informed about industry trends, best practices, and emerging technologies in customer support, driving innovation and continuous improvement.
• Manage and allocate resources effectively to meet business objectives, including staffing, budgeting, and project prioritization.
• Adaptability, flexibility and the conviction to "do the right thing" by keeping a customer centric mentality at all times

Required Skills & Qualifications

• Bachelor's degree in Computer Science, Engineering, Business Administration, or a related field or similar experience.
• Extensive experience in a senior leadership role in Customer Support or Technical Support within the technology industry.
• Proven track record in leading and managing a high-performing Customer Support team.
• Experience across SaaS, Managed Services, and Customer Managed Software highly desireable
• Strong understanding of customer support principles, processes, and metrics.
• Excellent leadership and people management skills, with the ability to motivate and develop a diverse team of support professionals while creating culture.
• Exceptional communication and interpersonal skills, with the ability to effectively interact with customers, internal teams, and executive stakeholders.
• Strong problem-solving and decision-making abilities, with a focus on driving customer satisfaction and business results.
• Solid business acumen and understanding of customer success principles.
• Ability to analyze data and metrics to measure the effectiveness and impact of customer support initiatives.
• Ability to adapt to a fast-paced, dynamic environment and navigate ambiguity.
• Ability to travel as needed to support customer engagements and business requirements.
• Ability to perform with autonomy at the required level of the role, typically seen with a minimum of 15 years of progressive experience in technical or customer relationship support in the software and technology industries.

Preferred Skills & Qualifications:

• MBA or advanced Engineering degree.
• Experience in customer support within the cybersecurity or identity and access management (IAM) industry.
• Familiarity with customer support tools and technologies, such as support ticketing systems and knowledge bases.
• Experience working with global customers and partners in international markets.
• Strong network and relationships within the technology industry and relevant professional networks.
• Knowledge of Lean, Six Sigma, and continuous improvement approaches
• Experience with Ping, ForgeRock, Salesforce Service Cloud,, SupportLogic, Gainsight, Tableau, and Google Suite optional but highly desired

Salary Range: $217,000 - $288,000 + bonus

In accordance with Colorado's Equal Pay for Equal Work Act (SB 19-085) the approximate compensation range for this role in Colorado is listed above. Final compensation for this role will be determined by various factors, such as knowledge, skills, and abilities.