EIS Group is a global innovator, providing leading-edge technologies and core applications that are transforming the insurance industry. We are committed to innovation that drives growth and efficiencies at the largest insurance companies in the world.
We focus on delivering outcomes that surpass our customers’ and partners’ expectations, during implementations of our software and once our software is in production. We are looking for an experienced software professional to lead and optimize EIS Suite’s global support organization for in-production software worldwide, to ensure best-in-class outcomes for our customers and for EIS Group.
About The Role
As the Vice President, Global Software Support, you will be responsible for the end-to-end strategy and execution of EIS Group’s post-warranty support function. Reporting directly to EIS’s Executive Vice President of Global Services, you will own the support P&L, build and manage the team, design the processes, and ensure customer satisfaction with EIS Group’s support capabilities. The ideal candidate will have 10+ years of progressively senior management in enterprise software services and 5+ years in software support functions, with a strong background in process design and optimization. Key objectives include delivery of market-leading SLAs while optimizing processes for efficiency.
You will need the ability to build and lead teams, design and implement support processes and procedures, manage customer relationships, and design strategies to meet continuously changing market needs.
Establish or update strategies and go-to-market product offerings with respect to support, for both SaaS and traditional enterprise software markets
Update or re-design EIS Group’s end-to-end post-warranty support processes
Implement and maintain support processes
Establish modern, market-relevant SLAs with respect to support
Build new teams or add to existing teams to deliver support capabilities
Working with legal, modify EIS Group contracts with respect to support to achieve mutually beneficial outcomes for customers and EIS Group
Manage existing customer contracts to ensure exceptional support outcomes
Ensure mutually beneficial financial outcomes for both EIS Group and its customers
8+ years of leadership experience, preferably with experience leading technical product support teams.
Demonstrated ability to lead in a matrix organization with strong influencing and change management skills
Results- and metrics-driven, with a proven track record of building high-functioning, accountable teams that consistently deliver results within budget.
Highly organized with strong analytical and problem-solving skills
Ability to successfully deliver multiple complex projects simultaneously, meeting time and quality goals
Proven track record in understanding customer concerns and handling critical escalations with calm professionalism and respect
Demonstrated ability in measuring and improving customer satisfaction
Excellent verbal and written communication
Ability to travel up to 30%, both within the US and internationally
Must be able to lawfully work within the US and have unrestricted work authorization for US
Customer Operations leadership experience in a service or IT environment utilizing integrated business systems.
Superior coaching skills with a passion for people development
Background working with both hardware and software sales
Experience implementing global technology solutions to streamline order management
Proficiency with Enterprise-type Software
Proficiency with SaaS-type Software
Multilingual skills a plus