Overview

The Vice President, Support for North America (NA) is a customer focused leadership position responsible for driving positive business results for our customers. The role is responsible for supporting 40,000+ customers via our Customer Service and Support teams around the world. The VP, Support for NA works with executives across SolarWinds’ business functions to achieve rapid resolution to customer issues and build improvements to prevent future escalations. The Vice President, Support will also act as our Site Leader for the SolarWinds Lehi office.

Responsibilities

• Provide oversight and guidance to the NA team and enable them to deliver results to SolarWinds’ customers.

• Position the Technical Support team to reinforce the growth of the company and customer retention. Hire, coach, and retain team members and technical support leaders across the globe.

• Motivate and ensure high quality work product and development of the team.

• Work with peers across the company to drive issue resolution.

• Ensure productivity and performance targets are met internally.

• Incorporate understanding of products, technology and business trends to scale with business growth.

• Deliver the highest quality in written and verbal communications, especially as they relate to executive presentations and large, multi-cultural audiences.

• Build and manage repeatable light weight processes to manage customer experience for SWI.

• Establish and manage the budget including: cost and resource allocation, investment planning, and execution.

• As a member of the management team, collaborates in the development and implementation of immediate and long-term, division-wide business operating strategies and plans.

• Develop and manage customer feedback system to drive upstream process improvements to improve customer experience and lower operating costs.

• Oversee the daily operations of the Lehi office and develop professional relationships with staff that facilitate cross-functional teamwork.

• Foster a positive office environment that drives performance, open communication and respect.

• Apply proven quality improvement methods as well as necessary coaching, learning, and training to achieve performance goals to continuously improve the team’s performance.

• Work with other Support leaders in our EMEA and APAC regions to foster collaboration and leverage best practices globally.

• Create a growth mindset where the team is open to possibilities and new ways of operating with their global counterparts and supporting our customers.

Qualifications

• BS in Computer Science or related field

• 10+ years of experience in technical support or related positions

• 5+ years of experience leading a support organization

• Experience leading geographically dispersed teams and projects, including managing team members and outsourced partner relationships

• Experience managing a P&L effectively, cost/benefit analyses, setting up metrics, and improving business processes

• General leadership competencies including the ability to influence others and create confidence throughout the organization to manage end to end support lifecycle

• High level of situational awareness, with the ability to take action that will yield results quickly yet seek to understand what is already in place

• Passion for problem solving and results: the ability to find creative solutions and generate results

• Ability to adapt and leverage experience in a dynamic, high growth environment

• Experienced in driving enterprise-level change initiatives, including successfully influencing and collaborating with senior executives (including C-level and Board) and challenging the status quo and implementing change that has a positive and lasting impact on the business

• Experience in designing and developing business strategies, including implementing and adopting new technologies while achieving expected project returns (NPV/ROI) (including CRM-related technology)

• Demonstrated people leadership skills with ability to engage and motivate people at all levels of the organization

• Experience designing and implementing new organizational structures and business processes, while implementing and maintaining critical operating controls/metrics for large multi-functional customer service operations

• Strong financial and analytical skills; able to manage cost statements, readily identify drivers of lower-than-expected performance, and proactively seek performance improvements as necessary to meet necessary cost and customer service performance metrics

• Experience in evaluating, negotiating, and managing financial and operational arrangements with third party vendors

• Experience with process improvement strategies and tactics such as LEAN or Six Sigma is strongly preferred.

Preferred:

• Master's degree

• Experience in IT software or adjacent industry

Location US-UT-Lehi

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

Job ID 2019-13731

# Positions 1

Category Support

Position Type Regular

Business Group Core IT