VP of Customer Support (International) On-site
OPSWAT
Protecting the World’s Critical Infrastructure
OPSWAT is a global cyber security company providing solutions for enterprises since 2002 to identify, detect, and remediate advanced security threats from data and devices coming into and out their networks. Trusted by over 1,000 organizations worldwide and with over 30 anti-malware engines, 100+ data sanitization engines and more than 25 technology integration partners, OPSWAT is a pioneer and leader in data sanitization, vulnerability detection, multi-scanning, device compliance, and cloud access control.
The Position:
Dear future Vice President of Technical Support (International): Are you ready to make a massive impact in the world of tech support? We are looking for a dynamic and visionary leader to join OPSWAT as our VP of Technical Support (International). Your mission, should you choose to accept it, will be to take our international business from $100 million to $1 billion! If you're passionate about driving customer success and building high-performing teams, this is your chance to lead a crucial function and shape the future of customer support at OPSWAT.
The Position:
As the VP of Technical Support (International), reporting directly to the SVP of Customer Experience, you will be the strategic leader responsible for managing and transforming our customer technical support for Europe, the Middle East, and Africa. Your goal? To elevate the customer experience with OPSWAT products while enhancing the efficiency, productivity, and scalability of our Support team through innovative process improvements, automation, and digital transformation.
You'll be the champion of our customers, ensuring their issues are resolved swiftly and satisfactorily. You'll also drive global processes and metrics, keep the support team highly effective and motivated, and provide invaluable "voice of the customer" feedback to our product teams. Additionally, you'll play a pivotal role in identifying and communicating product expansion opportunities from existing customers to our sales team.
This high-impact position is based at our Delhi, India office. We are looking for someone ready to immerse themselves fully in this transformative journey—remote candidates, this one's not for you!
What You Will Be Doing:
- Lead and Inspire: Develop, nurture, and motivate a high-performing, customer-focused support team that exceeds KPIs and drives outstanding customer satisfaction in a fast-growing environment.
- Innovate and Optimize: Identify opportunities to reduce support costs through automation, digital transformation, and process improvements.
- Enhance Customer Experience: Maintain and improve customer interaction SLAs and CSAT levels, ensuring an exceptional experience for every customer.
- Build Expertise: Continuously enhance the support team's subject matter expertise, reducing dependency on Product and R&D for customer cases.
- Drive Collaboration: Improve integration and interaction with downstream teams such as Cloud Operations, Product Management, and Engineering.
- Manage Escalations: Refine processes for effective escalation management from Sales, Partners, and customers.
- Identify Opportunities: Develop a robust framework for identifying and communicating product expansion leads.
- Strategic Leadership: Collaborate regularly with the OPSWAT executive team to drive strategic initiatives and gain consensus.
- Monetize Support: Lead the go-to-market strategy for paid support service offerings.
What We Need From You:
- Educational Background: Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.
- Extensive Experience: At least 10 years of experience in B2B software or high-tech sales, service, or commercial operations.
- Leadership Track Record: Minimum 5 years of experience managing a global B2B technical support team, with a proven track record of building, guiding, mentoring, and leading high-performing teams.
- Strategic Thinker: Ability to develop clear action plans and drive processes with numerous interdependencies.
- Digital Transformation Leader: Experience in delivering automations and digital transformations that enhance scalability and performance.
- Customer Experience Champion: Expertise in building support systems focused on automation and an exceptional customer user experience.
- Documentation Expert: Experience in developing a documentation management framework to produce, manage, and maintain high-quality, relevant documentation.
- Adaptability: Ability to thrive in a fast-paced, high-growth, and dynamic environment.
It Would Be Nice If You Have:
- International Expertise: Experience working with an internationally diverse group of customers.
- Industry Knowledge: Cybersecurity and/or networking industry experience.
- Revenue Responsibility: Experience with top-line revenue accountability.
- Advanced Degree: An MBA or similar advanced degree.
OPSWAT is an equal opportunity employer. We celebrate diversity and are committed to providing an environment where equal employment opportunities are extended to all employees and applicants, free of discrimination and harassment of any type. All employment decisions are based on individual qualifications, job requirements, and business needs without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other category protected by federal, state, or local laws.
Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.