VP of Global Support & Enablement

Workiva · Greater Denver Area

Company

Workiva

Location

Greater Denver Area

Type

Full Time

Job Description

Summary

The Vice President of Global Customer Support & Enablement will be responsible for developing and implementing a strategy to optimize Customer and Partner experience and ensuring both customers and partners have a world-class experience in the Support, Education, and Enablement channels. This highly visible role will be responsible for bringing together support and education delivery functions, and building a central enablement capability for scaling the Workiva Support & Enablement Strategy. They will report to the Executive Vice President and Chief Customer Officer and work closely with the leader of the Partner Success Team.

The VP of Global Customer Support & Enablement will lead all groups in Support, Education Services and Enablement. This role will be responsible for building a customer and support organization that continually delivers high levels of customer and partner satisfaction through an omni-channel experience. The VP will also work directly with the VP of Infrastructure, VP of Engineering, and VP of Product to create and maintain a world-class feedback channel. As part of the Operational Leadership Team at Workiva, the VP of Support & Enablement will advise the Executive Management and Operational Leadership Team on issues impacting the customer and/or partner experience.

Responsibilities

  • Continually review operational performance to determine opportunities for improvement in Support, Education and Enablement
  • Provide 24x7 Follow-the-Sun Support by coordinating with direct reports in EMEA and APAC
  • Provide online learning and community content to drive self-services channels for Workiva Customers, Partners and Employees
  • Provide leadership and ownership of major critical incidents and escalations
  • Create and present key support and enablement metrics to senior leadership, and highlight any points of concern or areas of improvement
  • Create an infrastructure that enables recruitment and training for talent and trains team members in the use of industry best practices, established methodologies and documented procedures
  • Assess performance, develop improvement plans, and implement solutions to drive continuous improvement for customer & partner support, education and enablement
  • Collaborate with our Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap
  • Provide strong leadership and strategic vision to Customer Support Directors and Managers
  • Provide strong leadership and strategic vision to Education and Enablement teams
  • Oversee regular operational reviews, including performance reporting and continuous improvement progress
  • Define, track and report on key performance indicators to determine support effectiveness and efficiency
  • Lead the ongoing effort to absorb support functions from Customer Success Managers to enable their consulting with customers

What You'll Need

Education
  • Undergraduate Degree or equivalent combination of education and experience in a related field.
Experience
  • 14+ years of experience with a software product company
  • 7+ years of experience as a Director of Technical Support or similar preferred
 
Skills
  • Demonstrated track record of building a global, world-class support for a SaaS platform
  • Sound understanding of the persona of end-users in the industry
  • Demonstrated experience working with VP and C-Suite, cross-functional stakeholders to address high impact support topics and customer feedback
  • Extensive experience with defining and optimizing process improvements to enhance the customer and partner support life-cycle, including the use of innovative technologies and integrations
  • Sound business judgment and the ability to make quick decisions under pressure in ambiguous circumstances, balancing advocacy with a need for action
 
Travel
  • Up to 50% travel
 
Working Conditions & Physical Requirements
  • Reliable internet access for any period of time working remotely, not in a Workiva office.

How You’ll Be Rewarded:

  • Salary range in the US: 
$197,000.00 - $289,000.00 Annually
  • A discretionary bonus typically paid annually
  • Restricted Stock Units granted at time of hire
  • 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Where You’ll Work

Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.

  • Customer Success: Always delight our customers.

  • Trust: Rely on each other. 

  • Integrity: Do the right thing, every time. 

  • Collaboration: Share resources and work together. 

  • Innovation: Keep creating solutions and finding better ways. 

  • Inclusion: Support a diverse community where we all belong. 

  • Accountability: Be responsible for your success and failure.

We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.

At Workiva, you’ll enjoy: 

  • Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.

  • Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.

  • Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more

  • Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.


Learn more about life at Workiva: https://www.linkedin.com/company/workiva/

Learn more about benefits: https://www.workiva.com/careers/benefits


Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic. We strongly encourage and welcome people from historically marginalized groups to apply.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].


Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

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Apply Now

Date Posted

03/02/2023

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