Vice President of Global Customer Support - Remote

Canada Remote

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Neo4j
Connect data as it's stored with Neo4j. Perform powerful, complex queries at scale and speed with our graph data platform.
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About Neo4j:
Neo4j is the leader in graph database technology. As the world’s most widely deployed graph database, we help global brands – including Comcast, NASA, UBS and Volvo – to reveal and predict how people, processes and systems are interrelated. Using this relationships-first approach, applications built using Neo4j tackle connected data challenges such as analytics and artificial intelligence, fraud detection, real-time recommendations and knowledge graphs.
Our Vision: 
At Neo4j, we have always strived to help the world make sense of data.  
As business, society and knowledge become increasingly connected, our technology promotes innovation by helping organizations to find and understand data relationships. We created, drive and lead the graph database category, and we’re disrupting how organizations leverage their data to innovate and stay competitive.
Job Profile:
As VP of Global Customer Support, you will help optimize and manage our global Support organization that provides exceptional experiences for Neo4j customers and partners worldwide. You will have successfully led global technical support organizations for enterprise software product companies, and are an innovative problem solver who is dependable, committed, and passionate about customer support. You will report to the VP of Global Services and work closely with Engineering, Product Management, Cloud Operations, and the Field organizations to collaborate and drive the adoption of the world’s leading Graph Database both Neo4j Enterprise (on-premises) as well as Neo4j Aura Enterprise (DBaaS). You will lead and grow a team of Support Engineers based in the US, UK, China, Israel, Canada, and India.

Key Responsibilities:

  • The VP Global Customer Support will manage all aspects of global customer support, leading a rapidly growing Support team in a high growth Cloud environment. 
  • Oversee 25,000 customer ticket interactions annually (growing over 25% yoy) while maintaining a culture of clarity, simplicity, and excellence delivering an amazing customer-experience 
  • Drive extremely high rates of adoption, satisfaction (CSAT, CES, & NPS) 
  • Develop a 3-year strategy, execution roadmap, priorities, and investment plan to deliver proactive support vision, deflection and scale/productivity 
  • As a key member of the Global Services management team, play an active role in the development and the execution of the overall customer success strategy 
  • Develop differentiated, proactive Support offerings and work closely with sales to help sell the right offerings to our strategic customers 
  • Work closely with Product Management and Engineering, providing feedback from customers on product quality and features and influencing design for supportability Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction 
  • Develop and drive performance metric that deliver the best customer experience and productivity
  • Deliver superior performance on all Customer Support OKRs (i.e., average response time, average resolution time, average number of interactions, self-service deflection rate, customer satisfaction, etc.) 
  • Oversee regular operational reviews, including performance reporting and continuous improvement progress
  • Have experience with successful models that drive greater productivity and efficiencies to ensure the support team can scale with the growth of the business 
  • Maintain key internal and external relationships with the ultimate goal of delighting customers 
  • Plan and manage at both the strategic and operational levels 
  • Manage a dispersed and diverse team, including frequent global travel 
  • Work cross-functionally with our product and development teams to resolve customer issues and maintain Neo4j Customer Support’s reputation and standing as a strong competitive advantage

Required Skills /Experience:

  • Experience leading global customer support teams delivering enterprise software for both on-premises and SaaS deployment models
  • Consistently proven overachievement of goals in a multi-product company environment
  • 15+ years in customer support in progressive roles
  • 10+ years experience translating takeaways from the Support function into actions that help improve product functionality, positively impacting renewals and sales 
  • Experience implementing and driving Knowledge, Self-Service, and Incident management tools for customer support processes 
  • Exceptional cross-organization collaboration and communication skills. 
  • Strong executive presence, influencing skills, presentation skills, and business insight. 
  • Strong Enterprise customer experience with the ability to communicate effectively with customers at the executive level 
  • A demonstrable desire for innovation, continuous learning, and improvement 
  • Demonstrated ability to manage multiple, critical projects is required
  • Ability to work in a fast-paced, reactive, changing, and results-oriented atmosphere 
  • Strong track record of building and developing high performing teams 
  • Proven success working within a highly matrixed organization and establishing strong relationships across the organization 
  • The gravitas to represent one of the most critical functions within Neo4j to executive leadership, key stakeholders, and peers in other functions 
  • Strong operational and analytical abilities 
  • Strong track record of recruiting, developing and retaining a high performing customer support organization 
  • The ability to see the big picture without losing sight of the details
  • Experience thriving within a global software company with $200M+ revenue strongly preferred 
  • Strong empathy for customers and a passion for growth.
  • Analytical and process-oriented mindset
  • An enthusiastic and creative leader with the ability to inspire others
  • Must be a team player and able to work collaboratively with internal and external team members.
  • Must have the capacity to analyze/manage/understand big data.
  • Must be process and systems-oriented to lead functions optimally.
  • Must be able to keep track of multiple moving parts and overlapping initiatives.
  • Must be willing to get into the weeds on certain initiatives and delegate/manage others.
  • Bachelor’s degree in computer science or engineering or equivalent.

Country:

  • US
  • #Li-Remote
  • #SK1
Why Join Neo4j?
Neo4j is among the 20 most popular databases in the world and the clear leader in the rapidly emerging Graph Data Platform category. We’re well funded and have an experienced management team focused on how organizations should apply data to solve challenging problems for decades to come. We have customers in every industry across the globe, and we build technology that has a proven product/market fit. Joining our team is an opportunity to define the future of data, analytics and automation.
We offer a competitive salary and benefits, engaging virtual events and a welcoming team. You will love your co-workers!
Neo4j is a privately held company with our U.S. headquarters in San Mateo, California. We have employees located all over the world, from Thailand to Canada, many of whom work remotely, and we have offices in Sweden (Malmo and Stockholm), the UK (London) and Germany (Munich).  
More information at www.neo4j.com.
Neo4j Values:
Neo4j is a Silicon Valley company with a Swedish soul. We foster collaboration and each of us is empowered to contribute and put our innovative stamp on projects. We hire candidates who reflect the following Neo4j core values:
We value relationshipsWe focus on user successWe thrive in a culture that is open and inclusiveWe assume positive intentWe welcome intellectually honest discussionsWe deliver on our commitments
Diversity, Equity and Inclusion at Neo4j:
At Neo4j, we value relationships and that involves building an environment where everyone feels like they belong. We believe strong relationships involve being accountable, bringing our whole selves to work, valuing intellectually honest discussions and being receptive to new ideas and perspectives. One of our central goals is to provide an inclusive, diverse and equitable workplace for everyone to develop their potential and have a positive, career-defining experience.
Are you intrigued by this role? We encourage you to apply even if you don’t 100% fit the qualifications above. 
Neo4j is committed to protecting and respecting your privacy. Please read the privacy notice regarding Neo4j's recruitment process to understand how we will handle the personal data that you provide.
Job region(s): North America
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