Global SaaS Support VP — Executive Leader

Ellkay, Llc; United States; On-site; USD 230,000 - 300,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

Employer-paid Life and LTD

401k with matching

Remote work options

Job summary

Ellkay, LLC seeks an experienced Vice President of Global Support to define and execute our post-go-live client support strategy for a SaaS platform. You will lead a global, executive-facing team and build trusted relationships with strategic clients across time zones.

You will establish ITSM and ITIL-based processes, drive service quality, and partner with Product, Engineering, and Customer Success to ensure seamless client experience and revenue growth.

Qualifications

• Bachelor's degree or an equivalent combination of education and executive leadership experience.
• 12 or more years of experience in SaaS, software, technology, healthcare technology, or a related environment, including at least 8 years of progressive leadership in Client Support, Technical Support, Service Management, Customer Operations, or a related function.
• Experience leading directors, managers, and geographically distributed teams in a complex, client-facing organization.
• Demonstrated success building executive client relationships and personally managing enterprise escalations and high-severity incidents.
• Strong practical knowledge of ITSM and ITIL, including Incident, Major Incident, Problem, Change Enablement, Knowledge, and Service Level Management.
• Experience establishing or maturing enterprise service processes, SaaS support models, SLAs and SLOs, executive dashboards, workforce plans, and performance systems.
• Strong financial and business acumen in workforce planning, budgeting, forecasting, productivity, and operating leverage.
• Ability to lead significant organizational, process, and technology transformation while communicating effectively with technical and non-technical stakeholders.

Responsibilities

• Serve as the executive partner to strategic and enterprise clients; build relationships with business, operational, and technology leaders before issues accelerate.
• Participate in executive and quarterly business reviews, strategic account meetings, and other senior client engagements to understand priorities, service expectations, and emerging needs.
• Act as the executive escalation point for significant service concerns and complex technical situations, providing clear, timely, and accountable communication.
• Translate client concerns into prioritized corrective actions, confirm that commitments are achievable and documented, and ensure consistent follow-through.
• Partner with Customer Success and Account Management to identify at-risk relationships, develop recovery plans, and strengthen client retention.
• Represent the voice of the client across the company and communicate complex technical and operational matters with confidence to technical and non-technical audiences.
• Define the Global Support strategy, operating model, organizational roadmap, and service standards for all post-go-live client support.
• Build scalable global coverage, including follow-the-sun and 24x7 capabilities where appropriate, with consistent processes and appropriate regional flexibility.
• Govern SLAs, SLOs, severity definitions, response and resolution targets, escalation paths, and support coverage models.
• Establish proactive support practices that identify client-impacting risks early and ensure seamless transition from Implementation and Delivery into steady-state Support.
• Establish a formal Voice of the Client loop using CSAT, NPS, escalations, ticket trends, executive feedback, and direct client conversations to drive measurable improvements.
• Lead and scale a geographically distributed organization of directors, managers, analysts, technical support professionals, and specialized functions.

Skills

Executive leadership

Executive client relationships

ITSM

ITIL

SaaS / software leadership

Cross-functional collaboration

Service management

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Job description

Ellkay, LLC seeks an experienced Vice President of Global Support to define and execute our post-go-live client support strategy for a SaaS platform. You will lead a global, executive-facing team and build trusted relationships with strategic clients across time zones.

You will establish ITSM and ITIL-based processes, drive service quality, and partner with Product, Engineering, and Customer Success to ensure seamless client experience and revenue growth.