.Technology Vice-President Customer Care Canada. Our client is a well-established publicly traded Canadian software solutions provider. Our client boasts over 500 customers spread over North America, Europe, and Latin America. The firm is profitable and continues to grow.Scope of Position The VP of Customer Care is responsible for ensuring that the company's customers derive the maximum value from their products and services. The VP leads the customer support and advanced technical services organizations and is responsible for the firm's overall maintenance revenues. He or she serves as an advocate for the firm's customers and their concerns in the executive management team.Functional Tasks Providing excellent support to customers,
building long-term relationships with them along the way.Growing the firm's customer support business, ensuring they meet maintenance revenue and other KPI targets.Developing the skills, capabilities, responsiveness, and effectiveness of the firm's customer support and technical services organizations.Collaborating with the firm's products and implementation services organizations to provide a single, effective support channel to customers.Ensuring that the group boasts best practices in its approach, structure, and metrics.Ensuring that a culture of proactive excellence defines the group.Helping customers avail themselves of the firm's products and services.Continually seeking new support offerings to provide increased value to the firm's clients while driving increased revenues.Key Performance Deliverables In light of the identified responsibilities,
the following are specific deliverables that the position is designed to achieve.Competency Profile The following competencies listed below define the role of Vice-President Customer Support at our client.Strategic Approach Develops a strategic plan to realize the vision.Revises strategy in light of changing circumstances.Takes a long-term view of organizational success.Works to clarify long-term organizational goals.Able to stand back from immediate problems in order to focus on more far-reaching ideas.Commercial Acumen Applies appropriate commercial and financial principles.Understands situations in terms of costs, profits, added value, and return on investment.Appreciates the commercial impact of own work on the organization's total expenses and revenues.Customer/Client Orientation Strives to provide customers/clients with personalized and efficient service.Anticipates customers/clients needs.Quickly follows up on customer/client contacts and complaints.Monitors and acts on measures of customer/client satisfaction.Results Orientation Focuses strongly on achieving agreed-upon outcomes and ensures that key objectives are met.Conveys a sense of urgency and drives issues to closure.Aims to improve upon past performance.Establishes aggressive personal targets and strives to achieve them
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