Plex Troy , MI 48007
Vice President of Customer Support
We're on a mission. As a fast-growing software company on the cutting-edge of technology, Plex is revolutionizing global manufacturing in the same way cloud solutions have transformed sales, marketing, and human capital management. We want manufacturers to succeed. That's why we're on a mission to replace underperforming, on-premise enterprise resource planning (ERP) systems with the Plex Manufacturing Cloud ERP built for today's model of manufacturing. If you want to see the future of business, we're what's next.
In support of our ongoing growth, we are looking for a Vice President of Customer Support to lead and manage our global customer care organization. Position can be located in Troy, MI or we will consider remote candidates based on background and expertise.
The position oversees the organization that becomes a primary point of interaction with Plex's customers post-implementation. The role will be managing, plus reporting on a scorecard of metrics shared between the organizations including backlog, aging, and time to disposition. Key responsibilities include:
Cross-functional coordination and alignment at an operational level including strategic and operating plans.
Executing plans to establish, meet and exceed the strategic objectives outlined in the operating plan.
Attain/exceed customer satisfaction metrics with in Customer Support; influence peer-groups to achieve customer experience objectives across Plex.
Define strategy, plans, and success criteria for support delivery through social media channels.
Deploy best-in-class processes and tools to capture knowledge and make it easy to consume to enable customer self-support and sufficiency.
Create and execute the plans to grow Customer Support to a global, follow-the-sun 24x7x365, multi-lingual support organization aligned with Plex's growth.
Build added value support programs that meet latent customer needs, improve satisfaction, increase product stickiness and meet profitability objectives.
The successful candidate must be a strong leader with ten plus years of relevant technical support experience, preferably in a SaaS provider. The candidate will have proven experience leading a world-class team though constant change.
Minimum of 10 years of leadership experience with increasing levels of responsibility in a global technical support organization
Demonstrated ability to develop opportunities for growth, while at the same time able to lead, be operationally oriented, and execute at a tactical level.
Have a strong technical background with experience leading technical support services, operations, or implementation teams in a Software-as-a-Service company.
Have proven ability to instill operational excellence with an eye towards customer experience, while bringing discipline to technological and operational issues.
Excellent financial, budgeting, planning and variance management skills.
Demonstrated skills in providing insight into the business through analysis of key metrics and measurements.
A successful track record of instilling greater discipline and enhancing business processes across an organization.
Proven ability to establish a vision and lead teams to realize that vision.
Have excellent communication skills. Have a strong work ethic; lead by example. Hold people accountable.
Prior experience leading a global organization is desired.
Masters degree, preferably MBA, or equivalent.
We are proud to be recognized as one of the top workplaces in the tech industry. In fact, it's Plex employees themselves who say our company is a great place to work. We've created an inviting workspace that fosters a culture of collaboration, innovation, and excitement. Some of the things our employees enjoy include:
Generous benefits including Health, Dental, Vision, Life, Disability Insurance, & 401(k) matching program
Very generous PTO/paid holidays
Health club dues reimbursement
Sustainable work-life balance and flexibility
Our multiple locations offer a casual-dress workplace, complimentary food and drink, and "de-stress areas" complete with video games, ping pong tables, and more
We're looking for high-skilled, passionate people to help us do something daring, difficult, and incredibly rewarding. If you're ready to be inspired, solve problems, grow professionally, and unleash your talentthen apply today. You're what's next.
The Plex Manufacturing Cloud
Plex is the engine behind the manufacturing economy, powering the first ERP cloud built specifically for the plant floor. The Plex Manufacturing Cloud delivers anywhere, anytime industry-leading ERP and manufacturing automation through a secure web browser, connecting suppliers, machine, people, systems, and customers with capabilities that deliver continuous innovation. Plex now supports more than 600+ organizations and 2,000+ manufacturing facilities in 22 countries around the world. Our customers make everything from diesel engines and aircraft to ice cream and candy, all in the Plex Manufacturing Cloud.