Executive VP, Global Support — Remote & Enterprise Impact

Ellkay, Llc; Northern (KY); Hybrid; USD 180,000 - 280,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k with matching

Remote work options

Paid time off

Job summary

ELLKAY is seeking a strategic Vice President of Global Support to define and execute the post-go-live support strategy for our SaaS platform. This role leads a global, client-focused organization, shaping a scalable, ITIL-driven service model across regions and time zones.

The executive will manage service quality, client experience, and financial efficiency, partnering with Product, Engineering, Delivery, and leadership to drive continuous improvement and growth.

Qualifications

• Bachelor's degree or equivalent combination of education and leadership experience required.
• 12+ years in SaaS/software/healthcare tech with progressive leadership in client support or related function preferred.
• Strong ITSM/ITIL knowledge including incident, major incident, problem, change enablement, knowledge and service level management.
• Experience leading directors and managers in a distributed organization and managing executive client relationships.
• Experience implementing or optimizing enterprise ITSM platforms and AI/automation in support operations.

Responsibilities

• Serve as executive partner to strategic and enterprise clients and build relationships with business, operations, and technology leaders.
• Lead executive client engagements, quarterly business reviews, and strategic account meetings to understand priorities and expectations.
• Act as executive escalation point for major service issues, providing clear, timely communication.
• Translate client concerns into prioritized actions and ensure follow-through on commitments.
• Partner with Customer Success and Account Management to identify at-risk relationships and develop recovery plans.
• Represent the client voice across the company and communicate complex topics to both technical and non-technical audiences.

Skills

Executive leadership

SaaS support

ITSM/ITIL

Client relationship management

Education

Bachelor's degree or equivalent in education and leadership

Tools

ServiceNow

ITSM platforms

Job description

ELLKAY is seeking a strategic Vice President of Global Support to define and execute the post-go-live support strategy for our SaaS platform. This role leads a global, client-focused organization, shaping a scalable, ITIL-driven service model across regions and time zones.

The executive will manage service quality, client experience, and financial efficiency, partnering with Product, Engineering, Delivery, and leadership to drive continuous improvement and growth.