Vermont Systems

Client Services Representative

• Reporting into the President of Recreation, you will work with our Customer Support teams.
• Lead a multi-functional, global team focused on delivering exceptional customer experiences.
• Champion customer-centric service design across all channels (chat, email, voice).
• Lead strategy development, including frameworks, metrics, and feedback loops.
• Collaborate with Product, Engineering, and Commercial teams to embed customer experience into service delivery models.
• Drive continuous improvement through VOC insights, CSAT/NPS tracking, and root cause analysis.
• Manage global partnerships, ensuring alignment with service standards and cost models.
• Lead performance reviews, contract negotiations, and strategic planning.
• Implement governance frameworks to monitor quality, compliance, and operational efficiency.
• Drive transformation initiatives, including location strategy and contractor transitions.
• Partner with senior stakeholders in Engineering, HR, Product, and Commercial.
• Represent Customer Support in strategic forums and transformation programs.
• Foster a culture of accountability, innovation, and continuous improvement.

Vice President – Client Support