Global VP, Customer Support & AI-Driven Excellence

Unit4; Greater London; Hybrid; GBP 180,000 - 260,000; Full time

Job summary

Unit4, a fast-growing cloud ERP leader, seeks a Vice President, Global Customer Support to lead its worldwide support organisation and define strategy, operating model and capabilities.

You will partner with Product, Engineering, Cloud Operations and Go-to-Market to remove friction, accelerate resolution and drive customer outcomes across regions and products. This executive role combines leadership and operational excellence with a focus on automation and AI-driven service delivery.

Qualifications

• Proven success leading large-scale global customer support and service operations.
• Ability to influence executive stakeholders and drive alignment.
• Experience implementing modern support capabilities including self-service and AI.
• Strong financial acumen with experience managing budgets and investments.
• Data-driven mindset with analytical and decision-making capabilities.
• Experience leading multi-product cloud software support environments.

Responsibilities

• Lead the global Customer Support organisation with a high-performance culture focused on accountability and customer outcomes.
• Define and execute a scalable global support strategy across regions and products.
• Drive improvements in resolution times, service quality and customer satisfaction.
• Partner with Product, Engineering, Cloud Operations and Customer Success to accelerate issue resolution.

Skills

Global leadership

SaaS / cloud software

Customer support strategy

Operational excellence

Executive stakeholder management

AI / automation in support

Job description

Unit4, a fast-growing cloud ERP leader, seeks a Vice President, Global Customer Support to lead its worldwide support organisation and define strategy, operating model and capabilities.

You will partner with Product, Engineering, Cloud Operations and Go-to-Market to remove friction, accelerate resolution and drive customer outcomes across regions and products. This executive role combines leadership and operational excellence with a focus on automation and AI-driven service delivery.