VP Global Customer Support

Role Overview

The Vice President of Global Customer Support is a strategic executive-level leader responsible for defining the global vision strategy and execution of all technical support operations. This role ensures customers receive timely expert and scalable assistance across all global markets driving exceptional customer satisfaction loyalty and product adoption.

Key Responsibilities:

• Global Support Strategy: Develop and execute a comprehensive unified global support strategy (24/7/365 multi-channel multi-tiered) that aligns with the companys growth targets and commitment to a world-class customer experience.

• Service Level Agreements (SLAs): Define monitor and enforce global SLAs and Operational Level Agreements (OLAs) for all support tiers to ensure consistency and world-class speed and quality of resolution.

• Process Scaling: Drive continuous operational improvement initiatives across all regional support teams focusing on automation deflection (self-service) and optimization of workflows for maximum efficiency and reduction in cost-to-serve.

• Support Tech Stack: Oversee the selection implementation and optimization of the support technology ecosystem including ticketing systems (e.g. Service Cloud) CRM and Contact Center technology.

• Knowledge & Self-Service: Define the strategy for knowledge management (internal and external) driving significant improvements in the self-service portal community forums and documentation to empower customers and reduce ticket volume.

• Defect & Escalation Management: Establish rigorous predictable and expedited global processes for bug reporting critical incident management and high-priority escalation workflows ensuring seamless coordination between Support Engineering and Product teams.

• Customer Communication: Partner closely with Product Marketing and Customer Experience Operations to ensure timely accurate and valuable communication to the customer base regarding product updates product releases and bugs or critical incidents.

• Budget & P&L: Own the global support budget managing forecasting resource allocation and spending to ensure profitable and efficient delivery of services.

• Talent & Development: Lead mentor and scale a large globally distributed team of support managers and specialists. Institute world-class hiring onboarding and continuous training programs (including technical certifications).

• Performance & Culture: Establish key performance indicators (KPIs) for the team including CSAT (Customer Satisfaction Score) FCR (First Contact Resolution) TTR (Time to Resolution) and overall Quality Score. Foster a resilient empathetic and data-driven culture.

• Customer Advocacy: Act as the executive point of contact for major customer escalations ensuring rapid resolution and maintaining strong relationships with high-value clients.

• Voice of the Customer (VoC): Serve as the definitive Voice of the Customer for technical issues analyzing support data to identify recurring product issues and collaborating with the Product and Engineering GMs to influence the product roadmap and prioritize bug fixes.

• Customer Success Alignment: Partner closely with the VP of Customer Success to ensure smooth handoffs align on customer health definitions and provide proactive support to at-risk or high-churn accounts.

Requirements:

• Experience: 10 years of progressive leadership experience in a global Technical Support Customer Service or Customer Operations function with 5 years at a senior director or VP level within a B2B SaaS environment managing a large global organization (managing teams across multiple regions/time zones).

• Education: Bachelors degree in a relevant technical or business field (e.g. Computer Science Engineering or Business Administration). An MBA is strongly preferred.

• Global Scale: Proven track record of successfully managing and scaling globally distributed support teams (100 employees) across multiple regions and time zones.

• Technical Acumen: Deep understanding of SaaS architecture cloud infrastructure and software troubleshooting principles. Must be able to engage in technical discussions with Engineering leaders.

• Metrics Mastery: Expert-level knowledge of support metrics methodologies (ITIL/ITSM is a plus) and the ability to leverage data analytics (case deflection rates trending topics) to drive business decisions.

• Global Mindset: Experience navigating international business practices and cultural nuances in customer engagement and team management.

• Communication: Excellent verbal and written communication skills with the ability to articulate complex operational concepts to both technical and non-technical audiences.

• Expected Travel is 30%; both domestic and internationally. Valid Passport required.

Benefits: Trimble offers comprehensive core benefits that include Medical Dental Vision Life Disability Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan. If this position is identified above as commission- or bonus-eligible the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.

How to Apply: Please submit an online application for this position by clicking on the Apply Now button located in this posting.

Application Deadline: Applications could be accepted until at least 30 days from the posting date.

At Trimble we are committed to fostering a diverse inclusive and equitable workplace where everyone can thrive. Guided by our core valuesBelong Innovate and Growwe embrace and celebrate differences knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer welcoming individuals of all backgrounds and advancing opportunities while embracing race color gender identity sexual orientation religion disability veteran status or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more please see Trimbles Code of Business Conduct and Ethics at under Corporate Governance.

Our mission to transform the way the world works starts with transforming how we work together. By actively listening asking questions and taking intentional actions we cultivate a culture that provides equitable opportunities for everyone to contribute and grow.

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