Vice President - Customer Support

Renaissance Charleston, West Virginia
customer support customer support renaissance drive leadership team strategy k-12 learning growth people k-12 education education
November 24, 2022
Charleston, West Virginia
When you join Renaissance�, you join a global leader in pre-K-12 education technology! Renaissance's solutions help educators analyze, customize, and plan personalized learning paths for students, allowing time for what matters-creating energizing learning experiences in the classroom. Our fiercely passionate employees and educational partners have helped drive phenomenal student growth, with Renaissance solutions being used in over one-third of US schools and in more than 100 countries worldwide. Every day, we are connected to our mission by exemplifying our values: trust each other, win together, strive for the best, own our actions, and grow and evolve. Renaissance is a global leader in assessment, reading, and math solutions for pre-K-12 schools and districts, committed to providing educators with insights and resources to accelerate growth. Renaissance offers a rich multi-layered instructional ecosystem combining workflow software, assessments, analytics, and instructional solutions on an open and integrated platform that allows educators to focus on improving individual student performance at scale. Serving more than 40% of schools in the U.S. and more than 16 million students across the globe, Renaissance is one of the most recognized and trusted brands in Pre-K-12 education. The Vice President of Customer Support (VPCS) will serve on the leadership team of the Chief Operating Officer and is responsible for defining and implementing the company's customer support strategy to drive a world class customer experience. This position leads a large customer support team and is responsible for overseeing back-end customer support and service across the company's full suite of products. The VPCS manages the overall performance of people and processes to achieve the highest levels of customer satisfaction and adoption. Responsibilities include: Functional Leadership + Responsible for developing and implementing a global, scalable customer support strategy based on best practice customer support models and knowledge of the market that can adapt to significant organic and inorganic company growth. + Ensure operational delivery of strategy, meeting timelines and financial expectations. + Drive operational efficiencies and take actions to continuously drive customer satisfaction and adoption. + Provide input into product development and future product enhancements. Track trends and feedback coming through customer support organization. Leverage information to provide a feedback loop to product and engineering. + Utilize metrics, KPIs, customer feedback, tools, and technology to drive automation and efficiencies in the customer support organization. + Meet with customers to showcase the company's customer support model, while also gaining an understanding of customer needs/feedback to continuously enhance customer support. + Build and present quarterly reports on customer support information, including KPIs and customer feedback trends to executive leadership. + Partner with stakeholders across the company, fostering effective collaboration, to continuously evolve customer support model. People Management + Ensure that effective collaboration and innovation are fostered across teams to drive empowerment and engagement, while supporting and advancing company strategy. + Demonstrate a strong, visible, and continued commitment to the attraction, development and retention of both management and employee talent. + Provide inspirational people leadership to the management team, employees, and consultants. + Establish and promote performance standards and conduct ongoing performance review discussions to ensure employee performance continually meets or exceeds objectives. Provide ongoing coaching and continuous training/development opportunities to individuals and teams. + Leadership of 3-5 direct reports and 100+ indirect reports. Strategy

  • Work collaboratively with senior leadership on strategy, planning, and prioritization to continue to enhance and grow company value.
  • Contribute to overall product development strategy planning by keeping abreast of market needs and sharing customer feedback.
  • Act as primary liaison for the company's customer support vision via regular written and in-person communications with the organization's executives and department leaders. Financial + Create and maintain the annual budget for department, including tools, resources and people, and mange to that budget during the fiscal year. + Drive key transformational initiatives necessary to support the operational efficiency and growth goals of the company. + Bachelor's or Master's degree in business, engineering, computer science or related field, or equivalent practical experience. + 10+ years of experience in software technology, including strong leadership experience in customer support. Deep subject matter expert in best practices with customer support models. + Successful track record of managing individuals and teams. Proven ability to guide, energize and inspire a diverse and geographically dispersed team. + Experience building strategic plans and successfully operationalizing such plans. + Demonstrated ability leading back-end customer support teams that drive customer satisfaction and adoption. + Proven track record building a strong team and company culture that motivates employees to provide effective customer service and support. + Ability to make independent decisions and successfully manage multiple priorities in a fast-paced environment. + Strong demonstrated oral and written communication skills. + Strong financial and business acumen. + Ability to build strong relationships internally and externally. + Must be able to travel for industry meetings and key customer visits in compliance with Renaissance's travel policy. Preferred: + Previous experience in K-12 education industry. All your information will be kept confidential according to EEO guidelines. Benefits: + World Class Benefits: Medical, Prescription, Dental, Vision, Telehealth + Health Savings and Flexible Spending Accounts + 401(k) and Roth 401(k) with company match + Paid Vacation and Sick Time Off + 13 Paid Holidays + Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program + Tuition Reimbursement + Life & Disability Insurance + Well-being and Employee Assistance Programs Frequently cited statistics show that some women, minorities, individuals with disabilities, and protected veterans, may only apply to roles if they meet 100% of the qualifications. At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need into the future. We hope you're open to learning new skills to grow with us. Make our team, your team! Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law. At Renaissance our mission is: "To accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide." Inherent in that guiding principle is dedication to serving all identities by recognizing the importance of Diversity, Equity, and Inclusion (DEI) in our organization, our work and our products. Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition ([email protected]) . For information about Renaissance, visit:

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