Role OverviewThe VP, Global Customer Support owns the strategy, operations, and performance of Sapiens' worldwide customer support organization, ensuring 24x7 service desk coverage across all products and functions under GCSO. This role is the executive escalation point for support cases and issues raised by customers, services teams, and account managers.
What You Will Do
Serve as the senior escalation point of contact for Sapiens customers on all support matters, represent the voice of the customer at the executive level, and establish and maintain coverage models for all product lines.
Why It Might Be a Fit
The ideal candidate will have 15+ years of leading global support organizations, significant experience at a senior/executive management level, and proven experience establishing and scaling geographically dispersed, follow-the-sun support teams.
Requirements
- Bachelor's degree in Computer Science, MIS, or an equivalent field
- 15+ years leading global support organizations
- ITIL expertise
- Experience working closely with Cloud and Product organizations
- Strong business judgment
- Excellent problem-resolution capabilities
- Executive-level interpersonal, communication, and stakeholder-management skills
Benefits
- Diverse, equitable, and inclusive work environment
- E-Verified & Equal Opportunity / Affirmative Action Employer
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran
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