Vice President, Customer Support and Operations

Location: Broomfield, CO

Data Management

ZOLL Data Systems, a division of ZOLL Medical Corporation, is a healthcare software solutions provider that empowers hospital, EMS and Fire, and billing/accounts receivable (AR) teams to deliver more—from better patient outcomes to operational efficiencies and greater revenue capture. Our business exists to help save more lives through data-driven innovation and interoperability, opening new pathways for our customers to achieve the highest levels of care, collaboration, and reimbursement. Click here to learn more about us!

VP Customer Support Operations (CSO)

ZOLL Data Management is the leading Digital Health technology company servicing the needs of the emergency and public safety industries. Our healthcare cloud-based technology solutions lead the industry in providing mission critical service to industries that provide life-saving services. If you are a strong motivated leader, excited to embrace change management, and your core passion is customer service, then this job is for you!

This position will report to the CEO and be an integral part of the executive management team.  The VP of CSO will be responsible for managing all the operations and customer support teams for ZOLL Data Systems. This includes implementation of our software solutions, professional services, and post sales technical support. This is a team of 86 employees with 3 direct reports.

Responsibilities:

  • Lead the Implementation & Training team of 41 professional services people.  This group is responsible for on-prem software and SaaS implementation as well as customer training. The position will be responsible for leading the implementation of the legacy on-prem software products as well as implementation of all SaaS products.  The incumbent will lead the CSO to morph this organization from a traditional on-prem implementation/support team to a SaaS services organization with superior engagement skills, customer training, and on-boarding.

  • Lead the Technical Support team. This team is responsible for all technical support for ZOLL’s entire suite of on-prem and SaaS products.  This team consists of 45 staff members and includes support of 140 hosted customers in ZOLL’s proprietary hosted environment.

  • Maintain strong focus on minimizing customer churn and improving customer satisfaction and response times.

  • Create a strong value proposition for ZOLL’s entire product suite by engaging in more business discussions with existing customers and making ZOLL’s solution sticky with its customers.

  • Understand the competitive landscape in the SaaS space and utilize ZOLL’s unique position to help increase market penetration and customer retention.  

  • Ensure the team delivers best in class performance, achieving or exceeding customer satisfaction targets for Technical Support & Services, Implementation and Training

  • Lead & support change management efforts throughout the organization.

  • Continue to build out and enhance a metrics-driven approach to evaluate team performance, capturing level of performance efficiency, quality, customer satisfaction, conformance with SLAs, NPS, and other relevant metrics to continually inform tactical and strategic direction of CSO team.

Qualifications:

  • Minimum of 10 years leadership experience managing customer implementation, customer support, and professional services organization for software company.

  • Experience managing a team of at least 50+ people.

  • Must have SaaS experience.

  • Must have strong change management experience, ideally experience converting a company from on-prem software delivery to a SaaS model.

  • Experience using data to drive decisions, set goals, achieve targets, and manage team performance.

  • Must understand privacy and security for a cloud-based company.

  • Proven ability to build customer support programs and rapidly evolve them through change

  • Experience in creating a SaaS customer support team to optimize the organization to increase overall customer satisfaction.

  • Excellent problem solver who thrives in a complex environment.

  • Experience in healthcare/EMS industry is preferred.

  • Excellent communications, organization, and time management skills.

ZOLL is an equal opportunity employer and does not discriminate in hiring or employment based on race, color, religion, national origin, citizenship, gender, gender identity, genetic information, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law.

Salary for this position is $175,000-$275,000 plus bonus annually. Final compensation will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and location. 
 

Perks & Benefits

ZOLL provides a casual work environment, competitive salaries, and a compensation structure that rewards contribution and hard work. Our benefits package includes 401(k), medical, dental, vision, life, AD&D, flex spending accounts, STD/LTD, Paid Time Off, tuition assistance, and home office technology allowance.