OneStream Software

Customer Support

• 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.

VP, Customer Support