Global VP, Customer Experience & Delivery

ePS; Utah; On-site; USD 180,000 - 240,000; Full time

Job summary

CAI Software is seeking a Vice President of Customer Experience to lead customer delivery across the Graphic Communications unit, reporting to the General Manager. The role oversees Professional Services, Customer Support, Managed Services, and Documentation, with accountability for performance, growth, retention, and profitability.

The ideal candidate brings 15+ years of leadership in enterprise software, a proven ability to scale global customer-facing teams, and strong collaboration with

Qualifications

• 15+ years of progressive leadership experience in Professional Services, Customer Experience, Customer Operations, or Technical Services within enterprise software or SaaS.
• Demonstrated success leading large global customer-facing organizations.
• Experience managing Professional Services, Customer Support, Managed Services, and customer delivery organizations.
• Proven ability to build standardized operating models across multiple software products.
• Strong financial acumen with experience managing services profitability, utilization, forecasting, and operational performance.
• Experience leading offshore or global delivery organizations and Centers of Excellence.
• Track record of scaling customer operations during periods of rapid growth and organizational transformation.
• Executive-level communication and customer relationship management skills.
• Experience partnering closely with Product, Engineering, Sales, and Executive Leadership.

Responsibilities

• Lead global post-sale operations spanning Professional Services, Customer Support, Managed Services, and Documentation.
• Build Customer Experience as a business with bookings, margin, and delivery efficiency.
• Standardize delivery excellence with repeatable methodologies, readiness checklists, and governance.
• Develop a portfolio of Customer Experience offerings including implementations, 24x7 support, documentation, and enablement.
• Sponsor strategic customer relationships to improve retention and long-term success.

Skills

Leadership

Executive communication

Financial acumen

Global delivery

Program management

Job description

CAI Software is seeking a Vice President of Customer Experience to lead customer delivery across the Graphic Communications unit, reporting to the General Manager. The role oversees Professional Services, Customer Support, Managed Services, and Documentation, with accountability for performance, growth, retention, and profitability.

The ideal candidate brings 15+ years of leadership in enterprise software, a proven ability to scale global customer-facing teams, and strong collaboration with