Global Head of Customer Support & AI Strategy

UNIT4 NV; Greater London; Hybrid; GBP 180,000 - 300,000; Full time

Job summary

UNIT4 NV, a global software company, is seeking a Vice President, Global Customer Support to lead the worldwide support organization and define the strategy, operating model and capabilities that ensure customers achieve successful outcomes quickly and consistently from first contact to resolution.

You will collaborate across Product, Engineering, Cloud Operations and Go-to-Market to remove friction, improve resolution and turn customer insights into meaningful business improvements.

Responsibilities

• Lead the global Customer Support organisation, creating a high-performance culture focused on accountability, customer outcomes and continuous improvement.
• Establish / maintain rigorous operational performance management disciplines, including ownership of service levels, backlog health, resolution performance, escalation management, workforce productivity and continuous service improvement.
• Lead regular operational reviews with clear accountability for customer outcomes, service delivery performance, resource utilisation and support efficiency metrics.
• Define and execute a global support strategy that enables scalable growth while improving customer satisfaction, service quality and operational efficiency.
• Build and evolve a unified support operating model that delivers a consistent experience across products, regions and customer segments.
• Drive measurable improvements in resolution times, service performance, customer effort and operational effectiveness.
• Partner with Product, Engineering, Cloud Operations and Customer Success leaders to accelerate issue resolution and eliminate recurring customer challenges.
• Transform customer insight, feedback and operational data into actions that improve products, services and customer experiences.
• Champion the adoption of AI, automation, knowledge management and self-service capabilities that enhance both customer outcomes and team productivity.
• Develop future-ready leadership capability, succession plans and career pathways across the global support organisation.
• Lead workforce planning, investment decisions and budget management to ensure support operations remain resilient, scalable and cost-effective.
• Serve as an executive voice of the customer, influencing strategic priorities and ensuring customer needs remain central to decision-making.

Job description

UNIT4 NV, a global software company, is seeking a Vice President, Global Customer Support to lead the worldwide support organization and define the strategy, operating model and capabilities that ensure customers achieve successful outcomes quickly and consistently from first contact to resolution.

You will collaborate across Product, Engineering, Cloud Operations and Go-to-Market to remove friction, improve resolution and turn customer insights into meaningful business improvements.