Vice President Global Support-21-0397

  • Location: Remote United States
  • Department: Relativity Service Delivery
  • Work Status: Full-time

Overview

We are Relativity. A market-leading, global tech company that equips legal and compliance professionals with a powerful platform to organize data, discover the truth, and act on it.  The US Department of Justice, 199 of the Am Law 200, and more than 329,000 enabled users trust Relativity during litigation, internal investigations, and compliance projects.
 
Our SaaS product, RelativityOne, has become the fastest-growing product in the company's history and we have consistently been named a great workplace. As we grow, we continue to seek individuals that will bring their whole, authentic self to our team.
 
We believe that great talent is not bound by geography and that what you do matters more than where you do it. Relativity has 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. Submit your application to learn more from our recruiters or contact us for more details.
 

As a Vice President of Global Support, you will be responsible for overseeing the strategic direction and operations of our product and SaaS support teams, providing leadership and management of day-to-day operations, including customer service, quality control, and reporting.  
 
As a member of the Service Delivery leadership team, you will contribute to and help guide Relativity’s approach to and implementation of our key strategic plans for global support, service operations and customer success.  Ongoing operations of and refinements to the Global Support strategic plan are key areas of ownership for this role.   
 
As a key leader in our business, you will contribute to talent leadership, product feedback and evolution, service feedback and evolution and customer outcomes. 

Responsibilities:

  • Build and execute an overall vision for Global Support with an accompanying strategic plan that is evergreen and evolves with our customers, company and products 
  • Leadership of and assurance of ongoing operations of our global support organization. Ensures customer outcomes utilizing a mixture of strong engagement with customers and employees and monitoring and maintenance of key performance indicators 
  • 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 
  • Facilitate a high level of cooperation and communication between operational based teams and with all functions within the company 
  • Effectively communicate corporate and industry information to front line employees 
  • Define and manage to best in class support OKRs, KPIs, and SLAs 
  • Serve as the subject matter expert with respect to client-based tools and ensure that staff members adhere to company standards. 
  • Maintain expert knowledge of current technologies and trends with third party systems that provide Relativity leverage to scale and grow Global Support effectively 
  •  Enhance employee product knowledge, training, and utilization 
  •  Implement continuous improvement processes throughout the organization 
  •  Identify, develop, and ensure implementations of standard practices and process improvements. 
  • Maintain knowledge of preferred vendor programs and apply knowledge to optimize company-vendor relationships. 
  • Create and maintain standard operating procedures to support a repeatable and scalable business 
  • Identify technical issues and trends and advocate for improved product designs, improved telemetry that supports customer value and effective support operations 

Preferred Qualifications:

  • 15+ years of software SaaS or cloud support delivery management and leadership experience 
  • Exceptional leadership skills and the ability to build effective teams 
  • Exceptional mentor and coach that focuses on team development, productivity and excellence 
  • Effective written and verbal communications skills. 
  • Extensive experience creating premium support offerings and leading those teams 
  • Experience working in a Global Operating Model leverage influence and mandates to accomplish key outcomes 
  • Exceptional presentation skills and a high level of comfort speaking in public 
  • Ability to manage multiple projects simultaneously and prioritize based on company objectives and critical deadlines 
  • Entrepreneurial experience and a willingness to make independent decisions 

Minimum Qualifications:

  • 4 Year / Bachelors Degree Or equivalent experience. 
  • 10+ Building and leading global support organizations for Software or Technology companies 
  •  Experience leading at least teams of 50-100 FTE’s with 5-10 direct reports 

Expectations of a People Leader

  • Role Model Core Values 
  • My manager demonstrates and reinforces Relativity’s Core Values in action. 
  • My manager seeks and is open to feedback and makes changes to improve 
  • Align Vision, Strategy, and Individual Expectations 
  • My manager communicates what is expected of me and how my work contributes to Relativity’s vision and strategic priorities. 
  • My manager invites my input and communicates with me when decisions impact my work. 
  • Recruit and Develop High Performing Teams 
  • My manager promotes our employment brand and brings in top talent to strengthen Relativity’s performance and culture. 
  • My manager promotes our employment brand and brings in top talent to strengthen Relativity’s performance and culture. 
  • My manager engages me in monthly performance coaching conversations about my contributions, career development plan, and two-way actionable feedback. 
  • Empower the Team to Deliver Results 
  • My manager holds the team accountable for results. 
  • My manager gives me the autonomy to deliver what I’m accountable for and provides expertise/direction/coaching to help improve my performance. 
  • Enable Collaboration and Change 
  • My manager reinforces a collaborative environment within my team and across departments. 
  • My manager guides our team through organizational changes by keeping us informed and focused. 

Supervision:

  • 5-10 Direct Reports 
  • Team of 50-200 FTEs - scaling/growing with time 

About Relativity

At Relativity, we live our core values and we thrive on solving complex problems. We’re dedicated to continually improving our product and providing relentless customer service, and we’re always looking for people to join us on the journey.     Relativity is a team of smart, passionate people always looking to grow, contribute, and make our product and customer service the best it can be. Our team members come from diverse backgrounds with different skills and life experiences—and we love and celebrate those differences. We believe that employees are happiest when they’re empowered to be their full, authentic selves, regardless how you identify.    So, please come as you are. We can’t wait to meet you.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

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