Vice President of Customer Support

Position Summary: Crisis Prevention Institute’s VP of Customer Support will maintain direct accountability for CPI’s Inbound Support Services, Training Standards and Support teams, as well as outsourced technical support. This role will be responsible for the support and training strategy and leadership of daily operations, including service levels, and overall effectiveness of the organization.

Essential Responsibilities:

• Develop a sustainable support and training strategy that meets the needs of all stakeholders
• Create an engaged workforce that thrives on providing support
• Ensure the execution of operations in-line with stakeholder needs
• Oversee adherence to minimum service levels regarding wait times, call resolutions, case volumes, quality monitoring, and customer survey scores.
• Establish and maintain standard operating procedures to maximize efficiency and measure key performance indicators, constantly striving to optimize those metrics.
• Drive best-in-class customer service delivery through oversight of a quality monitoring program.
• Enable processes and systems that provide the gathering and sharing of organizational knowledge, accurately and in a timely manner.
• Lead the development of the support organization technology roadmap to ensure the necessary systems are in place.
• Advocate for customer needs and resolutions across other departments by way of strong cross-functional relationships and a high degree of credibility.
• Assess and develop talent, and exhibit leadership through problem-solving, department optimization, and employee engagement to be a positive driver of the team and organization.
• Collaborate with other departments within CPI, such as Sales, Product Management, Marketing, and the Global Professional Group to deliver results.
• Coach and mentor direct reports, both formally and on an ad-hoc basis, and hold them accountable for development and support of their reports.
• Assist with special projects, such as product release campaigns, in-person meetings, and/or other customer initiatives.

Qualifications/Requirements:

• 10+ years of related experience leading customer focused functions.
• Undergraduate degree; relevant advanced degree a plus.
• Strong leadership skills, with a proven track record as an influential leader.
• Demonstrated interpersonal communications skills, group facilitation, and client interfacing both in person and remote.
• Experience in building honest relationships with others and are built on an ethical foundation
• Ability to effectively manage processes, relationships, and resources to enhance organizational abilities and deliver business results.
• A true passion for working with customers and ensuring their success.
• The ability to articulate and execute on an overarching philosophy for Customer Success management.
• Creativity both in the moment as well as planning in order to build a culture of looking beyond the obvious solutions and forging new ways to deliver the business.
• Ability to partner with and influence other key organizations within the business.
• Ability to simultaneously advocate for customer perspectives and balance in needs, objectives and constraints.
• Exceptional communication skills.
• An Authentic leadership style with strong interpersonal skills and team-first attitude.

Work is performed largely in a casual office environment. Generally, a 40-45 hour work week. Due to the scope of this position, there will be considerable variation in work due to special projects, deadlines, and other concerns. Occasional travel is required. Position is located at Crisis Prevention Institute’s corporate office.

The successful applicant must comply with CPI’s standard background check process. In addition, during employment, the employee must comply with all customer access policies, including but not limited to obtaining and/or providing proof of required immunizations, background checks (may by required annually), required drug test, and in very limited circumstances, fingerprint verification.

Work Relationships and Scope:

Reports directly to the President. There is close interaction with and the need to drive collaboration between all areas of the company.

Acknowledgment:

This job description describes the general nature and level of work performed by employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested. All requirements are subject to change over time and possible modifications may be made to reasonably accommodate individuals with a disability.

CPI is committed to fostering a work environment that values the diversity and talents of each employee. Diversity encompasses all kinds of differences in people that may include: age, race, color, religion, gender, pregnancy, national origin, veteran status, disability or sexual orientation. We recognize that our ability to sustain our competitive edge in an ever-changing, global marketplace depends on the innovative ideas and insights that each person contributes. Diversity enhances our creative thinking and ultimately our business success. CPI is an Affirmative Action/Equal Opportunity Employer striving for strength through diversity in our workforce.