CENTRIC SOFTWARE INC
Vice President (VP) of Global Customer Support
Customer Support - United States - Full Time
About Us:
Centric Software, headquartered in Campbell, California, is a pioneer in delivering digital transformation solutions tailored for various sectors, including fashion, retail, food and cosmetics. Founded in 1998, Centric has grown to offer comprehensive Product Lifecycle Management (PLM) software, helping businesses streamline their planning, pricing, design, product development, sourcing, and production processes. With a strong emphasis on innovation, Centric integrates advanced technologies like AI and cloud computing to optimize the efficiency and sustainability of business operations across the globe.
The company is renowned for its collaborative culture and commitment to customer success, demonstrated by a high customer retention rate. With offices worldwide and a dedication to cutting-edge solutions, Centric empowers brands to accelerate product innovation and efficiently bring products to market, reinforcing its position as a key player in technology and enterprise software solutions.
Job Overview
As the Vice President of Global Support, you will play a pivotal role in ensuring exceptional customer experiences and operational excellence across our global support services. You’ll lead a talented team, drive strategic initiatives, and collaborate with cross-functional stakeholders to enhance customer satisfaction and drive business growth. At Centric Software we embrace our customers, their success is in lock step with our success.
At Centric Software we embrace our customers, their success is in lock step with our success.
Responsibilities
Centric Software, headquartered in Campbell, California, is a pioneer in delivering digital transformation solutions tailored for various sectors, including fashion, retail, food and cosmetics. Founded in 1998, Centric has grown to offer comprehensive Product Lifecycle Management (PLM) software, helping businesses streamline their planning, pricing, design, product development, sourcing, and production processes. With a strong emphasis on innovation, Centric integrates advanced technologies like AI and cloud computing to optimize the efficiency and sustainability of business operations across the globe.
The company is renowned for its collaborative culture and commitment to customer success, demonstrated by a high customer retention rate. With offices worldwide and a dedication to cutting-edge solutions, Centric empowers brands to accelerate product innovation and efficiently bring products to market, reinforcing its position as a key player in technology and enterprise software solutions.
Job Overview
As the Vice President of Global Support, you will play a pivotal role in ensuring exceptional customer experiences and operational excellence across our global support services. You’ll lead a talented team, drive strategic initiatives, and collaborate with cross-functional stakeholders to enhance customer satisfaction and drive business growth. At Centric Software we embrace our customers, their success is in lock step with our success.
At Centric Software we embrace our customers, their success is in lock step with our success.
Responsibilities
- Leadership and Strategy:
- Develop and execute a global support strategy aligned with the company’s overall vision.
- Provide escalation leadership and support institutional learning through strong cross-functional communication and best practice sharing.
- Lead, mentor, and inspire a diverse team of support professionals across different regions.
- Measure and prioritize individual and team contributions centered on enabling global resources to deliver excellence in field and remote support.
- Collaborate with other senior leaders to align support goals with business objectives.
- Hire and develop world class talent throughout the Service and Support organization
- Customer Experience:
- Deliver best in class customer experience across a range of functional responsibilities, including, customer training and education, product launches, case management and troubleshooting.
- Champion customer-centricity by ensuring timely and effective resolution of customer issues.
- Monitor customer satisfaction metrics and implement improvements based on feedback.
- Foster a culture of empathy, responsiveness, and continuous improvement
- Operational Excellence:
- Oversee support operations, including incident management, ticket resolution, and service level agreements (SLAs).
- Optimize resource allocation, staffing, and training to meet service demands.
- Implement best practices for incident escalation, problem-solving, and knowledge management.
- Contribute to the achievement of revenue growth and profitability goals by focusing on market opportunities and productivity metrics.
- Global Collaboration:
- Collaborate with regional support teams to ensure consistent service delivery.
- Establish communication channels for seamless coordination across time zones.
- Drive alignment on global support processes and standards.
- Reinforce cross-functional communication, collaboration and thorough documentation by implementing and assessing process adoption and system integrations.
- Collaborate closely with other leaders across the organization, including Sales, Product Development, Quality, and Client Services to ensure an effective partnership and unified support strategy.
- Metrics, Reporting:
- Empower senior stakeholders with actionable data from customer feedback, product performance, and customer trends.
- Identify product and process improvements that drive customer loyalty and satisfaction throughout the product life cycle.
- Define and monitor key metrics to ensure product performance and supportability.
- Define and track key performance indicators (KPIs) related to support effectiveness.
- Regularly report on support metrics to executive leadership.
- Use data-driven insights to identify areas for improvement.
- Vendor Management:
- Manage relationships with third-party vendors and partners.
- Evaluate vendor performance, negotiate contracts, and ensure compliance.
- Continuous Improvement:
- Stay abreast of industry trends, emerging technologies, and customer needs.
- Innovate and implement new support models, tools, and processes.
- Drive efficiency gains while maintaining high-quality support.
- Education: Bachelor’s degree in a relevant field (Master’s preferred).
- Experience:
- Proven track record in global support leadership roles.
- Experience in Enterprise software, SaaS, or technology services.
- Strong understanding of support operations, incident management, and customer success.
- Skills:
- Exceptional leadership and communication skills.
- Strategic thinking and ability to drive change.
- Data-driven decision-making.
- Customer-focused mindset.
- Collaborative and adaptable.
Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.
