aPriori Technologies
VP/ Customer Support
New York, NY | $93K - $170K
Qualifications
- 10+ years' experience leading a global customer support organization supporting a portfolio of SaaS solutions delivered in the cloud
- Demonstrable experience in building a "follow the sun" strategy for customer support to provide service to aPriori's customers on a global scale
- Strong understanding of SaaS business models, customer success, and support operations
- Development of a customer self-service approach, along with utilization of AI and Chatbots, is paramount to effectively servicing our clients
- Experience with a robust triage and prioritization approach to customer issues
- Exceptional leadership and people management skills, with a record of accomplishment building and developing high-performing teams
- Ability and desire to work in a high intensity, growing software environment
- Strategic thinker with the ability to translate vision into actionable plans and initiatives
- Excellent communication and collaboration skills, with the ability to influence cross-functional teams
Responsibilities
- The Vice President of Customer Support will play a pivotal role in shaping and executing the customer support strategy for aPriori Technologies
- This leadership position requires a proven record of accomplishment in standing up and growing support organizations on a global scale, with a specific focus on SaaS (Software as a Service) products in a growing software company
- Develop and execute a comprehensive customer support strategy to serve large, global enterprise customers aligned with the company's goals and objectives
- Strong focus on customer satisfaction and using analytics to proactively increase customer satisfaction
- Implement and optimize support processes to ensure efficient and effective customer issue resolution
- Develop effective communication channels internally and externally to ensure the issues are addressed promptly and efficiently
- The focus will be on the voice of our customers and maintaining a strong, fluid relationship with the internal product development team so customer feedback is continuously known
- Utilize data-driven insights to identify trends, areas for improvement, and opportunities to enhance customer experience
- Prepare the team to support the renewal and expansion goals within aPriori
- Drive the expansion of customer support operations globally, taking into consideration regional nuances and customer expectations
- Establish and maintain key performance indicators (KPIs) for each region, ensuring consistent service levels across the organization
- Collaborate with other departments, including product development, product management, sales, and marketing, to advocate for the customer and drive continuous improvement in our products and services
- Communicate effectively with executive leadership to provide regular updates on the customer support organization's performance and initiatives
- Recruit, onboard, and retain top-tier talent for the customer support organization
- Provide ongoing training and development opportunities to ensure teams are equipped with the skills and knowledge required to meet and exceed customer expectations
- Lead, inspire, and mentor a global team of customer support professionals, fostering a culture of excellence and continuous improvement
Benefits
- A competitive benefits package which includes medical, dental, and vision for employees and their dependents, life, disability, flexible spending accounts, 401k match, career-growth opportunities, flexible time, and paid time off benefits - including aPriori days, and more!
- We promote a positive work culture, employee-friendly policies, flexible work schedules, and an additional day off each quarter known as "aPriori Day"
- 201-500 employees
- Software, Manufacturing, Technology, Data Analytics, Computer Software, Information Technology and Services, Engineering, Computer Hardware, Analytics, Product Development
- Privately Held
- Last round: Oct 7, 2021
- Last round: US$ 30.0M
- Concord, MA
- Company Specialties:
Digital Manufacturing Simulation, Manufacturing Cost Models, Digital Factories, Design for Manufacturability, Design to Margin, Source to Margin, Supply Chain Management, Manufacturing Automation, Design to Cost, Make vs. Buy Analysis, Capital Asset Justification, Post-Launch Product Costs Reduction (VA/VE), NPI Lifecycle Reduction, Cost Estimation , Spend Analytics, Concept Costing, Digital Manufacturing, Manufacturing Intelligence, Discrete Manufacturing, Digital Transformation, and Sustainability
Company information
aPriori provides a unique, end-to-end digital twin solution that empowers manufacturers to rapidly unlock and identify new opportunities for innovation, growth, cost savings, and sustainability. With aPriori, customers achieve a ~600% ROI within three years and payback within six months of adopting our software platform. And companies use our automated manufacturing insights to eliminate product costs, improve productivity, and reduce their products’ carbon footprint. aPriori also boosts manufacturers’ digital thread investments to deliver business value at scale, increase agility, and minimize risk. To learn more about aPriori’s cloud and on-premise solutions, visit us below.
