Why Join Us?

Riskonnect, Inc. is the leading integrated risk management software solution provider that empowers organizations to anticipate, manage and respond in real-time to strategic and operational risks across the extended enterprise. Riskonnect is the only provider ranked in the leadership and visionary quadrants by world renowned industry analysts Gartner and Forrester. We employ more than 1,100 risk professionals in the Americas, EMEA and Asia Pacific and serve over 2,400 customers across 6 continents. The combination of innovative risk technology, a customer success mindset, and employee-first belief makes Riskonnect a sought after place to work.

The Opportunity

Riskonnect, Inc. is seeking a dynamic VP of Services & Support to lead our customer support and premium services teams through the next phase of our growth. As a key partner to the Chief Customer Officer, John Shaw, and a leader of the company's customer facing post-implementation support teams, the VP of Services and Support will be responsible for multiple departments including our Global Customer Care and Success Services Teams. In partnership with TA Associates Riskonnect is in a phase of accelerated organic and inorganic growth. The VP of Services and Support will play a critical role in integrating acquisition targets, optimizing existing customer service experiences, expanding our premium services offerings and developing the next generation of leadership at Riskonnect.

Essential Functions:

• Define and optimize Riskonnect's post-implementation technical support strategy with a laser focus on efficient and effective support services that improve customer health.
• Collaborate cross functionally to optimize the offering and application of premium and standard support offerings for customers and prospects.
• Provide operational leadership across our Customer Support and Success Services team with a focus on process efficiency, metric standardization, and continual improvement of the customer experience.
• Manage the team effectively within a multi-million-dollar budget.
• Accelerate the development and adoption of our Customer Success Portal with a focus on customer self-service, case avoidance, customer education and cross functional engagement through the portal (product ideas, customer health interactions, maturity models etc..)
• Expand the depth of the Customer Support network to include a growing set of international requirements including more in-depth follow-the sun capabilities and multi-language support.
• Lead the Support Services organization through rapid growth over the next 4 years with both organic and inorganic growth.
• Assess and integrate purchased companies into the Riskonnect support infrastructure.
• Continue to foster a culture of employee growth through performance.
• Continue to place Riskonnect values at the forefront of how we approach customer success.
• Be inquisitive, challenge the status quo and partner tightly with our Success Operations team to leverage and analyze case data to identify the root causes of customer case.
• Collaborate cross-functionally to drive project and programs that address the root causes of customer cases (examples: product improvements, training, upstream implementation decisions, improved self service)
• Partner with Riskonnect senior leaders cross-functionally to help them understand case trends and implement product and process changes that avoid unnecessary and/or avoidable support cases.
• Serve as an active and visible leader in the organization around driving an efficient and effective customer case experience.
• Service as an escalation point for critical customer issues.

MINIMUM POSITION QUALIFICATIONS

Competencies and Responsibilities:

• 20 years supporting customers in the Enterprise Software Space
• 5 years' experience leading 100 employee organizations
• 10 years leading Customer Support organizations
• Direct experience in operating and optimizing customer case-based support organizations and underlying CRM/Case management infrastructure.
• Direct experience in contact center management and work force automation.
• Experience in providing premium services that extend beyond typical technology customer break-fix support organizations. (Examples: System Optimization & Business Process Outsourcing)

Preferred Qualifications

• Proven ability to effectively integrate acquired organizations into a support infrastructure.
• Experience with Salesforce Service Cloud and CRM
• Experience in domains related to Integrated Risk Management (RMIS, GRC, ERM, ESG)

If you read this and thought "I can do this!" then please submit your qualifications and apply directly at Riskonnect.com/company/careers/

Riskonnect is an equal-opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Learn more about Life at Riskonnect by visiting - https://bit.ly/3tVw1B9