Vermont Systems

• Reporting into the President of Recreation, you will work with our Customer Support teams. • Lead a multi-functional, global team focused on delivering exceptional customer experiences. • Champion customer-centric service design across all channels (chat, email, voice). • Lead strategy development, including frameworks, metrics, and feedback loops. • Collaborate with Product, Engineering, and Commercial teams to embed customer experience into service delivery models. • Drive continuous improvement through VOC insights, CSAT/NPS tracking, and root cause analysis. • Manage global partnerships, ensuring alignment with service standards and cost models. • Lead performance reviews, contract negotiations, and strategic planning. • Implement governance frameworks to monitor quality, compliance, and operational efficiency. • Drive transformation initiatives, including location strategy and contractor transitions. • Partner with senior stakeholders in Engineering, HR, Product, and Commercial. • Represent Customer Support in strategic forums and transformation programs. • Foster a culture of accountability, innovation, and continuous improvement.

• Lead, mentor, and inspire a team of Account Executives • Develop and execute data-driven sales strategies • Identify best practices in sales process optimization • Collaborate cross-functionally with Marketing, Customer Success, and Product teams • Build strong relationships with relevant organizations • Explore and adopt sales tools for efficiency • Recruit and develop high-performing sales talent