Vice President, Client Support Services

Vice President of Client Support Services
Harris School Solutions - Remote

Role Overview

The Vice President of Client Support works directly with the EVP and Client Support teams to create a client-first culture where team members help solve client's pain points while delivering exceptional client care. The VP of Client Support collaborates with members of the executive team and other departments to ensure there is timely communication to clients and that a prompt resolution is received. 

The ideal candidate has a passion for serving clients and building effective teams across departments. This individual is self-motivated, assertive, possesses an attention to detail, has solid client communications skills, and is able to have difficult conversations when needed. 

This position is budgeted for a starting salary between $95,000 - $115,000 based on experience and background.

 Key Responsibilities:

• Develop and implement client support strategies to enhance customer satisfaction and retention.
• Lead and manage a team of client support professionals, providing guidance, coaching, and performance evaluations.
• Collaborate with cross-functional teams to ensure seamless delivery of support services.
• Monitor and analyze key performance metrics to identify areas for improvement and implement corrective actions.
• Establish and maintain strong relationships with key clients, addressing their needs and concerns promptly.
• Drive the adoption of best practices and innovative solutions to improve support processes and efficiency,
• Ensure compliance with industry regulations and company policies.
• Prepare and present regular reports on client support performance to senior management.

What we are looking for:

• Proven experience in a senior leadership role within client support or customer service.
• Strong understanding of support operations, incident management, and customer success.
• Excellent communication and interpersonal skills.
• Ability to lead and motivate a team to achieve high performance.
• Strategic thinker with the ability to analyze data and make informed decisions.
• Experience with CRM systems and support software.
• Strong problem-solving skills and the ability to handle high-pressure situations.

What we are looking for:

• Experience with Enterprise Public Sector or K-12 Software customer
• Proven ability to work with the financial aspects of departments (budgeting/ forecasting/ analysis)
• History managing teams supporting multiple products