ixsystems

ixsystems

Vice President, Global Support Services & Customer Care

Campbell, California · Exec

Sponsorship not specified$200k-$350kDetected 16 days ago
Machine LearningSalesforceCRMSAPCustomer SuccessCustomer SupportResearchLeadershipCommunicationCollaborationProblem SolvingMicrosoft Office

About the role

  • The on-target-earnings of this position is $200,000 to $350,000 USD annually.
  • Please note that the provided range reflects the pay spectrum for positions within the same job category as the one to which this position belongs.
  • This position will be open for a minimum of 5 days, a maximum of 90 days.

Responsibilities

  • Manage key partners and vendors supporting customer deployment and services.
  • Ensure services align with customer expectations and product capabilities, and support long-term customer value realization, renewals, and expansion outcomes.
  • Drive 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).
  • Own ISO, QMS, and support-related compliance standards on behalf of the customer care organization.
  • 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 operations.
  • 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.)
  • Demonstrated 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-serve.
  • Oversee global technical support operations for all TrueNAS products and platforms.
  • Oversee 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 models.

Requirements

  • Willingness and ability to travel up to 25% as required to support business, customer, and team needs.

Nice to have

  • Handle sensitive and confidential information with the utmost discretion and integrity.
  • We have identified the following programs, experience, and knowledge that have helped others find success in this role at TrueNAS.
  • Above all, we consider a person's potential impact in the role and value their unique path to this point in their career.
  • Bachelor's degree in Engineering, Computer Science, Business Administration, or equivalent experience.
  • Previous experience at a mid-size technology company is preferred
  • Ability to multitask, prioritize, and work effectively under pressure in a fast-paced environment with competing operational and strategic demands.
  • Extensive experience supporting and operating within enterprise data storage and IT networking organizations or similarly complex enterprise infrastructure environments.

Skills

  • Excellent organizational and managerial skills

Compensation

  • The on-target-earnings of this position is $200,000 to $350,000 USD annually.
  • Please note that the provided range reflects the pay spectrum for positions within the same job category as the one to which this position belongs.
  • The final offer will consider various factors, such as location, education, and prior experience, to ensure a comprehensive and fair compensation assessment.
  • Expected Posting Timelines
  • This position will be open for a minimum of 5 days, a maximum of 90 days.
  • The Day-to-Day

Benefits

  • Own customer health frameworks, including segmentation, risk identification, and proactive churn-prevention strategies for enterprise and strategic accounts.
  • Provide regular executive-level reporting on support health, customer risk, and improvement initiatives
  • Provide quarterly executive and Board-level reporting on customer health, retention risk, renewal outlook, and strategic accounts.
  • TrueNAS offers a comprehensive package of benefits including health, dental, vision, disability, and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.

Company info

  • to become the most trusted name in data storage.
  • Originally founded in Silicon Valley in 2002 under the name iXsystems, TrueNAS is a profitable, independent company with a culture rooted in trust, curiosity, technical excellence, and continuous improvement.
  • Whether you work remotely or on-site, you'll be part of a team that values collaboration and meaningful impact - where people come before profit, and bold ideas drive the future of data infrastructure.
  • If you're ready to help shape the future of enterprise storage, we'd love to connect.
  • iXsystems DBA TrueNAS, Inc provides equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.
  • This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
  • High level of professionalism, discretion, and emotional intelligence when engaging with executives, customers, and Board-level stakeholders.
  • Establish and maintain certification programs for partners and customers deploying TrueNAS products.
  • Drive feedback loops between customers and internal teams to improve reliability and supportability.

Visa & Work Authorization

  • nd applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental and intellectual disability,
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