About the Company

Supply chains power the world, a fact that has been underscored by the challenges of the pandemic and the changes it has brought.  Virtually every supply chain around the globe is changing, driven by e-commerce, geopolitical forces, rising labour costs, and shifting consumer demands.  Many existing supply chain platforms are old and were put in place for Y2K.   The company is a global provider of SaaS supply chain solutions that equip the borderless enterprise for growth. Spanning multiple complex, regulated and high-volume distribution industries, the company delivers dynamic and powerful solutions for warehouse management, distribution and transportation management, supply management at point of use, retail order management, as well as financial management and analytics solutions. From demand planning to demand fulfillment, the company puts power into the hands of both front-line workers and back-office planners, helping business leaders operate sustainable and scalable logistics so they may focus on the future of their products, services and people, not on their operational challenges. Customers around the world trust their supply chains to the company in the healthcare, service parts, third-party logistics, retail and general wholesale high-volume distribution industries.

The company is the market leader in North America for supply chain solutions for health systems and hospitals. With attractive industry tailwinds, our client’s organic growth is accelerating and may be augmented by some M&A. It is expected that revenues will double in the next three to five years (Current revenues $200mm)

The company currently employs approximately 700 people and enjoys and promotes an environment of respect and work-life balance that results in above-average loyalty and lower turnover.  It also seems to be more fun to work there!

This is an outstanding organization that features:

• Strong industry and company growth;
• History of stability;
• Superb team and culture;
• Committed investors;
• An opportunity to make a real difference.

Our client is headquartered in Canada with offices, staff and customers in the Americas and EMEA. The company is listed on the Toronto Stock Exchange (TSX).

Scope of Position

Our client is seeking an individual to join in the capacity of Vice-President of Global Customer Care. The role is pivotal in ensuring exceptional customer experiences and operational excellence across our client’s full global support services. Reporting to the Chief Customer Officer, the successful candidate will lead global customer support and success efforts, ensuring our client’s SaaS customers maximize value. The VP of Global Customer Care will oversee Customer support and Technical support teams, fostering a customer-centric approach to fuel company growth strategy.

The VP Global Customer Care will collaborate closely with the Global Operations Leadership team, ensuring alignment and synergy across all customer facing functions.

Functional Tasks

• Leadership and Strategy:
• Develop and execute a global support strategy aligned with the company’s overall vision.
• Provide escalation leadership and support institutional learning through strong cross-functional communication and best practice sharing.
• Lead, mentor, and inspire a diverse team of support professionals across different regions.
• Measure and prioritize individual and team contributions centered on enabling global resources to deliver excellence in field and remote support.
• Collaborate with other senior leaders to align support goals with business objectives.
• Hire and develop world-class talent throughout Support organization.
• Act as a project sponsor and advisor, providing overall direction, resources, and support.
• Customer Experience:
• Deliver best-in-class customer experience across various functional responsibilities, including customer training and education, product launches, case management, and troubleshooting.
• Champion customer-centricity by ensuring timely and effective resolution of customer issues.
• Monitor customer satisfaction metrics and implement improvements based on feedback.
• Foster a culture of empathy, responsiveness, and continuous improvement.
• Operational Excellence:
• Oversee support operations, including incident management, ticket resolution, and service level agreements (SLAs).
• Optimize resource allocation, staffing, and training to meet service demands.
• Implement best practices for incident escalation, problem-solving, and knowledge management.
• Contribute to achieving revenue growth and profitability goals by focusing on market opportunities and productivity metrics.
• Global Collaboration:
• Collaborate with regional support teams to ensure consistent service delivery.
• Establish communication channels for seamless coordination across time zones.
• Drive alignment on global support processes and standards.
• Reinforce cross-functional communication, collaboration, and thorough documentation by implementing and assessing process adoption and system integrations, including oversight for the ongoing implementation and integration of ServiceNow.
• Collaborate closely with other leaders across the organization, including Sales, Product Development, Quality, and Client Services to ensure an effective partnership and unified support strategy.
• Metrics, Reporting:
• Empower senior stakeholders with actionable data from customer feedback, product performance, and customer trends.
• Identify product and process improvements that drive customer loyalty and satisfaction throughout the product life cycle.
• Define and monitor key metrics to ensure product performance and supportability.
• Define and track key performance indicators (KPIs) related to support effectiveness.
• Regularly report on support metrics to executive leadership.
• Use data-driven insights to identify areas for improvement.
• Vendor Management:
• Manage relationships with third-party vendors and partners.
• Evaluate vendor performance, negotiate contracts, and ensure compliance.
• Continuous Improvement:
• Stay abreast of industry trends, emerging technologies, and customer needs.
• Innovate and implement new support models, tools, and processes.
• Drive efficiency gains while maintaining high-quality support.

Key Performance Deliverables

In light of the identified responsibilities, the following are specific deliverables that the position is designed to achieve.

Specific measures of performance will be discussed and agreed upon with the successful candidate. This will include improvements in our client’s:

• Net Promoter Score (NPS),
• Gross Retention Rate (GRR)
• Net Retention Rate (NRR)

Preferred Experience / Education

The following indicates specific industry, academic and functional experience/qualifications that are important to the successful achievement of the identified responsibilities and performance deliverables:

• 15 + years of experience in customer support/customer success roles in enterprise software
• A number of years of experience in senior leadership roles
• Experience in managing the complexities of SaaS firms with revenues in excess of $200mm per year
• Broad experience with strategy and change management
• Mentoring/Coaching, people-first mindset

Remuneration & Benefits

• Highly competitive compensation package

If interested, please contact:

Robert Hebert StoneWood Group, Toronto, Canada Bus: +1 416 365 9494 Ext. 777 Mob: +1 416 889 9494 [email protected]