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Vice President of Global Support

  • Full Time
  • U.S.

Website RelativityHQ Relativity

Organize Data. Discover the Truth. Act on It.

Do you want to be part of the company that builds the fastest growing legal technology platform in the world? Do you envision yourself having a lot of influence in your function? Would you like to grow a first-class support team from 50-200 people in the next 5 years?

As the Vice President of Global Support, you will be a key member of the Service Delivery leadership team and will report directly to the Chief Customer Officer. You will be responsible for overseeing the strategic direction and operations of our product and SaaS support teams, including leadership related to customer service, quality control, and reporting. As a member of the team, you will also contribute to the development of talent and provide feedback on the evolution of our products and services to best serve our customers.

Your Role in Action 
-Build and execute an overall vision for Global Support with an accompanying strategic plan that evolves with our customers, company and products
-Foster a service-minded culture, demonstrate energy and enthusiasm with employees and customers, and build teamwork
-Develop strong relationships with customers and serve as an escalation point for issues that impact customer success
-Lead and grow our Global Support function with a Talent-First mindset – recruiting excellent talent, developing talent and scaling our team to meet the demands and challenges of our customers, company and products
-Enhance employee product knowledge, training, and utilization
-Implement continuous improvement processes throughout the organization
-Create and maintain standard operating procedures to support a repeatable and scalable business
-Collaborate with other departments to identify trends in the Support organization that can be resolved with improved techniques and processes

Your Skills 

-10+ years of proven leadership building and leading global support organizations in the technology industry
-Customer-focused, culture-centric
-Experience leading at least teams of 50-100 employees with 5-10 direct reports

Expectations of a People Leader 
-Role Model Core Values
-Align Vision, Strategy, and Individual Expectations
-Recruit and Develop High Performing Teams
-Empower the Team to Deliver Results
-Enable Collaboration and Change

Why Relativity? 
Relativity is currently at a stage where we are looking for builders, not just operators. We have the capability to scale the business dramatically over the next 5-10 years and we need impact-driven individuals to join our team to collectively propel us forward. We have a workplace where everyone can belong and we invest in our people so career progression inside or outside Relativity can be a reality. If this sounds like a place where you would like to be, we look forward to welcoming you.

We believe that great talent is not bound by geography and have assumed a hybrid work strategy, allowing choice and flexibility for employees to work either from home, a physical Relativity office location (once safe to do so), or a combination of the two, within certain logistical boundaries.

View an additional list of National perks & benefits HERE.

Tagged as: customer, customer success, customer support, support

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