[Remote] Vice President, Global Support Services & Customer Care

Note: The job is a remote job and is open to candidates in USA. TrueNAS is redefining enterprise storage by delivering proven data resilience, performance, and flexibility. The Vice President, Global Support Services & Customer Care is responsible for leading TrueNAS’s global customer support and care functions, ensuring a consistent, high-quality customer experience across all touchpoints.ResponsibilitiesDefine and execute a multi-year strategy for global Support and Customer Care operations, driving digital transformation, self-service adoption, and support automation to scale the organization efficiently while reducing cost-to-serve and improving gross margin contribution to achieve world-class service standardsAct as the primary executive contact representing customer interests across the businessPartner with Operations, Engineering, Product, and Sales leadership to support growth and adoptionEstablish clear expectations for product capabilities, service delivery, and customer outcomes, including customer retention, renewal execution, and expansion opportunities in partnership with SalesPartner with Sales on renewals and expansions while maintaining clear ownership boundaries, governance, and alignment on account strategy and commercial executionOperate within approved annual budgets and workforce plans; all headcount increases, promotions, and compensation adjustments must follow companywide Finance and HR governance processesOversee global technical support operations for all TrueNAS products and platformsOversee 24/7 global support delivery, ensuring the consistent achievement of world-class Customer Satisfaction (CSAT) and Customer Effort Score (CES) targets. Drive the evolution from reactive to proactive and predictive support modelsServe as the executive escalation point for critical customer accounts and high-severity incidentsEnsure customer and product SLAs are met or exceededOwn customer health frameworks, including segmentation, risk identification, and proactive churn-prevention strategies for enterprise and strategic accountsLead the Professional Services organization, including onsite deployments and advanced engagements, with accountability for utilization, margin, and delivery efficiencyManage key partners and vendors supporting customer deployment and servicesEstablish and maintain certification programs for partners and customers deploying TrueNAS productsEnsure services align with customer expectations and product capabilities, and support long-term customer value realization, renewals, and expansion outcomesWork closely with Engineering, Hardware, Product, and Sales teams to align customer expectationsRepresent customer needs, product performance, and product quality in executive planningDrive feedback loops between customers and internal teams to improve reliability and supportabilityDrive continuous improvement of support processes, leveraging AI/ML, self-service portals, and robotic process automation (RPA) to optimize workflows and significantly reduce customer effort and time-to-resolution (TTR)Ensure operations are managed through Salesforce, SAP, and other internal enterprise systemsOwn ISO, QMS, and support-related compliance standards on behalf of the customer care organizationAdvocate for root-cause analysis and corrective actions for recurring customer and product issuesDefine, monitor, and enforce a balanced scorecard of KPIs, focusing on both lagging indicators (e.g., SLA, CSAT) and leading indicators (e.g., self-service adoption, case deflection rate, first contact resolution), alongside financial metrics including cost-to-serve, support margin, and budget adherence, as well as customer retention, renewal rates, churn, and net revenue retention (NRR) as a primary success metricProvide regular executive-level reporting on support health, customer risk, and improvement initiativesUse data-driven insights to guide operational and strategic decisionsProvide quarterly executive and Board-level reporting on customer health, retention risk, renewal outlook, and strategic accountsForecast renewal and retention risk in partnership with Finance and Sales, including early-warning indicators and mitigation plansWillingness and ability to travel up to 25% as required to support business, customer, and team needsHandle sensitive and confidential information with the utmost discretion and integritySkillsBachelor's degree in Engineering, Computer Science, Business Administration, or equivalent experience10+ years of experience leading teams in a customer-facing or operational role, with at least 5 years operating at a VP or equivalent executive level in a high-growth, enterprise B2B software or hardware company with direct accountability for customer outcomesAbility to multitask, prioritize, and work effectively under pressure in a fast-paced environment with competing operational and strategic demandsHigh level of professionalism, discretion, and emotional intelligence when engaging with executives, customers, and Board-level stakeholdersExtensive experience supporting and operating within enterprise data storage and IT networking organizations or similarly complex enterprise infrastructure environmentsDemonstrated success in scaling a global support organization (3x-5x growth) while simultaneously improving key quality metrics (CSAT, CES) driving customer retention, and lowering cost-to-serveAn equivalent combination of professional experience and demonstrated leadership capability that delivers the knowledge, skills, and abilities described aboveExcellent verbal and written communication skills, with the ability to engage effectively with executives, customers, and cross-functional teamsAbility to manage complex and critical customer situations both with the customers and with internal teamsExcellent organizational and managerial skillsAbility to build trusted and proactive relationships with major TrueNAS accountsProven ability to set long-term strategic goals and translate them into actionable plansAbility to build, motivate, and lead high-performing, globally distributed teamsStrong analytical and problem-solving skills, with a data-driven approach to improving customer outcomesAbility to manage multiple priorities and initiatives in a fast-paced environmentStrong business acumen with experience aligning customer success initiatives to company objectives, including renewals, expansion outcomes, and net revenue retention (NRR) in enterprise B2B environmentsStrong financial acumen, including experience managing operating budgets, headcount planning, and cost optimization in global support organizationsStrong Experience in Digital Transformation for Support: Proven track record of successfully implementing large-scale support automation (AI/ML chatbots, routing) and advanced self-service strategies to drive case deflection and scale operationsCustomer Effort Reduction Focus: Deep understanding of modern support metrics (e.g., Customer Effort Score, Net Promoter Score) and a proven ability to design service experiences that prioritize ease of use for the customerVendor and Technology Management: Extensive experience selecting, integrating, and managing complex support technology stacks, including CRM (Salesforce/SAP), knowledge management systems, and emerging support toolsGlobal Support Model Design: Expertise in designing and managing scalable, resilient 24/7/365 global support models that effectively utilize follow-the-sun strategies and leverage resources across multiple international sites (U.S., Manila, etc.)Previous experience at a mid-size technology company is preferredBenefitsHealth, dental, vision, disability, and life insurancePaid time-off401(k)Health and flexible spending accountsStock purchase plan and moreCompany OverviewRelied upon by millions in over 140 countries, TrueNAS is an award-winning universal data platform used by a majority of Fortune 500 companies. It was founded in 2002, and is headquartered in Campbell, California, USA, with a workforce of 201-500 employees. Its website is http://ixsystems.com.