Vice President, Support Services

Want to work with fearless innovators, visionaries, and community-minded people who challenge the status quo?

We do too.

Plex is more than a software company — we’re a team of disruptors who are driving innovation and unlocking the promise and value of smart manufacturing.

It isn’t a trend or a moment, it’s a movement.

And we’re leading it, but we can’t lead it alone.

That’s where you come in.

Plex Systems, Inc.® delivers the first smart manufacturing platform, helping the world’s leading innovators to make awesome products. Built in the cloud, the Plex Smart Manufacturing Platform includes MES, ERP, supply chain management, Industrial IoT, and analytics.

We believe that anything that can be made can be made better, and we are focused on finding the right people to help us achieve the big important tasks ahead.

Is that person you?

We are looking for a self-motivated and results-driven Vice President of Support Services to direct the strategy and execution of our technical support function.

Duties for the Vice President will include formulating policies, coordinating business operations, providing cross-functional leadership to positively impact the customer experience, monitoring and motivating staff, managing operational costs, ensuring good customer service, improving administration processes, identifying business opportunities, and monitoring financial activities.

Your entrepreneurial spirit and vision in directing business functions will assist our organization in maintaining relationships with clients, generating new business, increasing staff productivity, improving service, ensuring sustainability, and meeting business objectives.

The successful candidate for this role should possess excellent operational skills with a passion for customer experience and delivering customer outcomes. Reporting to the Chief Customer Officer, The Vice President will account for all support services business activities, support staff oversight, enhance efficiency, maintain relationships with key clients, enhance the organizations image, and meet overall growth objectives.

The role can be based anywhere in the US with a preference for Troy, MI

WHAT’S YOUR IMPACT?

• Lead a global team of support personnel including directly managing Directors of Support Services based across the globe, providing 24×5 support and scaling to 24×7 model

• Formulate strategy and oversee scalable execution plans in support of business growth for Plex SaaS offerings, for fee premium support services, Plex customer community, Plex corporate customer loyalty program, and the Plex customer migration program

• Define budgetary requirements and identify and execute management of resources and technical investments needed to support all support services functions

• Define strategy for Plex premium support offerings to create customer value and revenue opportunities for the company

• P&L responsibilities for premium support services

• Define strategy and execute plans to continue to grow the Plex online community enabling peer to peer collaboration and improving Plex efficiencies in solving customer’s technical issues

• Lead the Plex customer loyalty program resulting in identification and execution of customer experience improvements across all Plex departments

• Oversee the technical and operational strategy supporting our customer’s migration to the latest version of Plex ERP and MES solutions

• Continually optimize and improve business performance particularly in the areas of customer satisfaction and operational efficiency

• Provide consistent analysis and reporting of customer issues to the Product and Engineering organizations and ensure efficient resolution of customer issues

• Provide ongoing visibility of outcomes and challenges to the CCO and executive management

• Work with other executives and departments to optimize customer issue identification and resolution

IS IT IN YOU?

• 15+ years of experience with increasing levels of responsibility in a global, software technical support organization 

• 5+ years of experience in senior leadership/management roles, including managing and motivating other managers, multiple disciplines and global teams

• Passionate about customer experience with a demonstrated track record of delivering customer satisfaction metrics

• Proven track record of outstanding performance in a previous complex enterprise

• Excellent organizational, project management, communication and inter-personal skills with both technical teams and non-technical business leaders.

• Ability to interact at all levels of a client organization

• Strong ability to influence functions to achieve business outcomes without having direct resource responsibilities

• A strong presence, business acumen and exceptional presentation skills are a must

• Bachelor’s degree with post Graduate education preferred

WHAT’S IN IT FOR YOU?

We are proud to be recognized as one of the top workplaces in the tech industry. Our inviting culture fosters collaboration, innovation, and motivates team members to take on important work, every day.

In addition to all the benefits you’d expect from a world-class company like ours, we also offer Day 1 benefits, career growth and professional development opportunities, tuition reimbursement, unlimited paid time off, a wellness allowance to support your family’s well-being, sustainable work-life balance, and flexibility.

Our multiple office locations offer a casual-dress workplace, complimentary snacks and drinks, and “de-stress areas” complete with amenities in some locations like massage chairs, golf simulator, ping pong tables and more.