VP, Customer Support
OneStream Software
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $210,000 - $262,500 per year
Job Level
Lead
Tech Stack
AzureCloudCognos
About the role
- Define and execute the global support strategy aligned with company objectives
- Partner with the SVP of Customer Support and Remote Consulting to shape long-term vision and operational excellence
- Develop support strategy to continue high level of customer satisfaction even with growth
- Study industry competition to maintain leading policies and offerings
- Develop shift and location strategies to build a 24/7/365 support program
- Create communication channels to ensure synergies across regions and with other departments
- Ensure lessons learned from critical escalations are added into support playbooks and shared across teams
- Partner with Cloud teams and CSRC resources to evaluate emerging technologies, performance trends, and architectural impacts on SaaS/Azure environments
- Collaborate with product and engineering leaders to solve problems and share feedback from support cases that can influence product planning and design decisions
- Align support strategies with Customer Success initiatives to deliver a unified customer journey
- Share customer health insights and escalation trends to proactively address risks and improve retention
- Collaborate on success planning for highly visible accounts, ensuring continuity between proactive success management and reactive support.
Requirements
- College diploma or bachelor’s degree in a technology-related field (or equivalent work experience)
- 15+ years of experience in customer support, technical support, or related leadership roles within software/SaaS companies
- 15+ years of leadership experience
- Proven track record of managing global support organizations with multiple functional domains
- Deep expertise in SaaS platforms, Azure cloud environments, and enterprise software performance management
- Strong understanding of customer business continuity and incident management
- Exceptional leadership, communication, and stakeholder management skills
- Ability to thrive in a fast-paced, matrixed environment with global teams
- Excellent written, verbal, and interpersonal skills
- Knowledge of Finance and Accounting practices and principles.
- Experience with PowerShell, VB.net or Visual Basic
- Any object-oriented programming.
- Prior experience with any of the following products is a plus: OneStream, SAP Outlooksoft BPC, SAP BOFC/BFC (Cartesis), HFM (Hyperion Financial Management), FDM (Financial Data Quality Management), Hyperion Planning, Hyperion Essbase, IBM Cognos or other EPM solutions.
Benefits
- Vision
- Medical
- Life
- Dental
- 401K
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaSAzurePowerShellVB.netVisual Basicobject-oriented programmingenterprise software performance managementincident managementcustomer business continuitysupport playbooks
Soft skills
leadershipcommunicationstakeholder managementinterpersonal skillsproblem-solvingcollaborationstrategic planningcustomer satisfactionadaptabilityproactive management