Vice President, Customer Care (On-Site)

Avenu Insights & Analytics; Centreville (VA); On-site; USD 150,000 - 220,000; Full time

Job summary

Neumo is seeking a Vice President of Customer Care to lead our customer support strategy across government clients and public sector partners. This on-site role directs global operations, drives data-driven improvements, and champions a culture of service excellence using AI and new technologies.

You will collaborate with product, sales, and technology teams, ensure regulatory compliance, and report to executive leadership on performance and initiatives; a Bachelor’s degree and 10+ years in

Qualifications

• Bachelor’s degree required; MBA preferred.
• 10+ years in customer service or support, with 5+ in senior leadership.
• Experience with technology, SaaS, or public sector environments.

Responsibilities

• Develop and execute customer support strategies aligned with organizational goals.
• Oversee global customer support operations across products and channels.
• Act as primary point of contact for escalated issues with government clients.
• Use data analytics to identify trends and drive improvements.
• Partner with product, sales, and tech teams to enhance the customer journey.
• Lead technology integration, including Service Cloud and AI tools.
• Establish policies to meet regulatory requirements for government data.

Skills

CRM software

Salesforce

Data analytics

Public sector experience

Leadership

Cross-functional collaboration

Education

Bachelor’s degree in Business Administration, Public Administration, Computer Science, or related field

MBA preferred

Tools

Service Cloud

Microsoft tools

Job description

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Vice President, Customer Care (On-Site)

Full Time AL, US

12 days ago Requisition ID: 2325

Job Summary

The Vice President of Customer Care will lead Neumo’s customer support strategy, ensuring exceptional support and satisfaction for public sector clients, including government agencies, municipalities, and their constituents. This role will oversee global customer support operations, aligning with Neumo’s mission, and drive continuous improvement using data analytics, industry best practices, and AI. In addition, you will spearhead the transformation and centralization of customer support, bringing three discrete support models and teams into a world class support organization, championing a culture of support excellence, leveraging technology to enhance customer experience and outcomes.

Duties and Responsibilities

• Strategic Leadership: Develop and execute customer support strategies that align with Neumo’s organizational goals, focusing on client satisfaction, retention, and advocacy
• Operational Oversight: Manage all aspects of customer support operations, including support for all Neumo products, ensuring seamless support across standardized communication channels
• Customer Engagement: Act as a primary point of contact for escalated customer issues, collaborating with government agencies to resolve complex challenges and ensure positive outcomes
• Data Driven Improvement: Utilize customer feedback, performance metrics (time to respond, time to resolve, backlog/throughput, etc) and analytics to identify trends, optimize processes, and enhance service delivery
• Cross-Functional Collaboration: Partner with product development, sales, customer success, and technology teams to ensure a cohesive customer journey and integrate customer feedback into product enhancements
• Technology Integration: Oversee the consolidation and transition to Service Cloud, and implement AI-driven support tools, to streamline operations and improve response/resolution times
• Policy Development: Establish and refine customer support policies and procedures to align with industry best practices and regulatory requirements for government clients
• Performance Reporting: Prepare and present reports on customer service performance, trends, and initiatives to executive leadership, including actionable insights
• Compliance and Security: Ensure customer support practices comply with public sector regulations, data privacy standards, and security protocols, particularly for sensitive government data

Education and Experience:

• Education: Bachelor’s degree in Business Administration, Public Administration, Computer Science, or a related field. Master’s degree (e.g., MBA) preferred
• Experience:
• Minimum of 10 years of experience in customer service or support, with at least 5 years in a senior leadership role managing teams of 150 FTEs or more
• Proven track record in customer support within technology, SaaS, or public sector environments
• Experience with Microsoft-like enterprise software or cloud-based solutions is a plus

Knowledge, Skills and Abilities:

• Proficiency in customer relationship management (CRM) software (e.g., Salesforce)
• Familiarity with analytics platforms and data-driven decision-making tools
• Knowledge of transaction processing systems and compliance frameworks
• Soft Skills:
• Exceptional leadership and team-building abilities to inspire and manage diverse teams.
• Strong communication and interpersonal skills for engaging with customers, stakeholders, and cross-functional teams
• Analytical mindset with the ability to interpret data and drive continuous improvement
• Problem-solving and conflict resolution skills to address sensitive and complex customer issues
• Industry Knowledge: Understanding of public sector needs, government regulations, and citizen facing technology solutions
• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands:

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Withthebackingoffourdecadesofpublicsectorexpertiseandcorporatecapability,Neumohassuccessfullysupportedgovernmentservices.Neumowashonoredandrecognizedforfour(4)consecutiveyearsasaGovTech100Companyrepresentingthetop100companiesfocusedonmakingadifferenceinandsellingtostateandlocalgovernmentagenciesacrosstheUnitedStates.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumooffersacompetitivebenefitsandcompensationpackageandarelookingforteammemberswhowillthriveinourdynamicenvironment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age