Vice President, Support Services

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Vice President, Support Services in Canada.

This senior leadership role is responsible for shaping and executing the strategy for a large-scale customer support organization serving enterprise utility software clients across North America. The position plays a critical role in ensuring customers derive continuous value from complex CIS/ERP solutions while driving satisfaction, retention, and operational excellence. You will lead multi-tier support teams, oversee incident management, and act as the executive escalation point for critical service issues. The role requires balancing strategic vision with hands-on operational oversight in a performance-driven environment. You will collaborate closely with Product, Sales, and Professional Services to enhance service delivery and reduce friction across the customer lifecycle. This is a high-impact leadership opportunity focused on scaling support operations, improving efficiency, and strengthening long-term client relationships in a rapidly evolving technology landscape.

Lead the strategic direction and execution of the support services function, ensuring alignment with client satisfaction, retention, and recurring revenue objectives.

• Oversee and develop multi-layered support teams, including helpdesk, technical support, and client success functions across distributed locations.
• Manage financial performance of the support organization, including budgeting, forecasting, OPEX control, and recurring revenue accountability.
• Serve as the executive escalation point for critical incidents, ensuring timely resolution and clear communication with clients and stakeholders.
• Define and continuously improve KPIs such as SLAs, CSAT, first-contact resolution, and operational performance metrics.
• Drive support strategy for maintenance renewals, pricing initiatives, and client retention programs to minimize churn.
• Partner with Professional Services to ensure seamless onboarding-to-support transitions and sustained customer success.
• Collaborate with Sales and Product teams to enhance pre-sales confidence and improve product quality through feedback loops.
• Lead modernization of support operations through AI, automation, knowledge management, and self-service capabilities.
• Oversee managed services and technical operations, ensuring system reliability, uptime, and infrastructure performance.
• Prepare executive-level reporting and strategic updates for senior leadership and stakeholders.

Requirements:

• 10+ years of progressive experience in customer support or technical support leadership, including at least 5 years in executive or senior leadership roles.
• Proven experience managing enterprise software support organizations with strong SLA, incident, and escalation governance.
• Strong background in P&L management, financial forecasting, and support contract or renewal oversight.
• Experience with enterprise support platforms such as Salesforce, Zendesk, or Jira Service Management.
• Deep understanding of customer support operations, including ticketing systems, escalation workflows, and service delivery frameworks.
• Strong analytical and data-driven decision-making skills with experience managing operational KPIs.
• Excellent communication and stakeholder management skills, with the ability to handle complex and high-pressure client situations.
• Ability to lead geographically distributed teams across multiple time zones in a remote environment.
• Experience in utility, ERP, or mission-critical enterprise software environments is highly valued.
• Strong leadership style focused on accountability, operational discipline, and continuous improvement.

Benefits:

• Competitive executive compensation aligned with experience and market benchmarks.
• Comprehensive medical, dental, and vision coverage starting from day one.
• Employee stock ownership and retirement savings plans (RRSP/401k matching).
• Paid vacation and personal days.
• Remote-first work model with flexible arrangements.
• Opportunities for international travel (approximately 25–50%) when required.
• Lifestyle and employee reward programs.
• Exposure to large-scale enterprise clients and mission-critical software environments.
• Long-term career growth within a stable, financially strong software organization.