FICO · 1 month ago
Vice President, Customer and Solution Support - Cloud and Software Platform Support
United States
Full-time
Remote
Senior LevelFICO is a leading analytics and decision management company that empowers businesses and individuals with data-driven insights. The VP of Customer and Solution Support will lead the transformation of customer support experiences for FICO's Software portfolio, ensuring enterprise clients maximize their investments and maintain high platform performance.
AnalyticsBig DataCollection AgencyConsultingFinancial ServicesFraud DetectionPredictive AnalyticsSoftware
Hiring Manager
Reena Ramesh
Responsibilities
Develop and execute a comprehensive support strategy that scales with FICO's growth while building C-level relationships at key enterprise accounts as a trusted advisor
Partner cross-functionally with Product, Engineering, Professional Services, Cyber Security, and Sales to influence roadmaps and drive continuous improvement initiatives based on customer insights
Position support as a strategic differentiator that enhances customer satisfaction, reduces resolution times, and drives platform adoption
Build and scale a world-class global support organization with optimized processes, KPIs, and SLAs that exceed enterprise services requirements
Implement predictive support models and AI-driven analytics to proactively address issues before customer impact
Oversee 24/7 mission-critical operations while driving automation and self-service capabilities to improve efficiency
Provide deep technical guidance on platform architecture, integration patterns, and enterprise deployment best practices
Lead root cause analysis for complex issues and collaborate with Engineering on permanent resolution strategies
Champion knowledge management and technical enablement initiatives across the organization
Design robust incident management frameworks and lead crisis response during high-severity events to minimize business impact
Develop comprehensive business continuity plans ensuring uninterrupted support services during disasters or disruptions
Establish post-incident review processes that drive systemic improvements and prevent recurrence
Establish governance frameworks for managing third-party vendors and technology partners while ensuring compliance with security and quality standards
Negotiate strategic vendor relationships to augment support capabilities and optimize the vendor portfolio for cost, capability, and risk
Drive vendor performance management to maintain service excellence across all support channels
Own customer satisfaction metrics and P&L while driving initiatives to achieve industry-leading NPS scores
Create value-added support offerings that generate revenue opportunities and deepen customer relationships
Build executive-level partnerships with strategic accounts to ensure long-term success and growth
Qualification
Required
Extensive executive-level leadership experience in technical support, with proven success leading large-scale global support organizations for enterprise software platforms
Deep expertise in supporting mission-critical systems at major organizations, with significant experience in enterprise platform architectures
Strong technical background with hands-on experience in platform technologies, APIs, enterprise integration patterns, modern support tools, and AI/ML applications in decision management
Comprehensive experience with regulatory compliance requirements to maintain security standards
Proven ability to develop and execute multi-year strategic plans that align support capabilities with business objectives and position support as a competitive differentiator
Demonstrated track record of driving digital transformation, building strategic partnerships with key accounts, and identifying opportunities to enhance customer value
Excellence in operational planning, budgeting, and resource optimization across global teams with deep understanding of support metrics and continuous improvement methodologies
Proven ability to scale operations efficiently in high-volume environments while implementing automation and self-service capabilities
Exceptional ability to inspire and develop high-performing, diverse global teams with strong executive presence and influence across cross-functional stakeholders
Demonstrated success building inclusive teams and driving organizational change in complex, multi-time zone environments
Natural ability to build bridges across diverse teams, break down silos, and foster collaborative relationships between Support, Product, Engineering, PS, and Sales
Strong track record of creating a culture of knowledge sharing, cross-functional partnership, and leading through influence
Advanced data-driven decision-making capabilities with expertise in support analytics, and building performance optimization frameworks
Ability to synthesize complex technical and business information into actionable insights that drive continuous improvement and innovation
Outstanding communication skills with extensive experience presenting to C-suite executives and board-level audiences, crafting compelling narratives that connect technical details to business value
Strong crisis communication capabilities with proven success managing high-level escalations and securing stakeholder buy-in for strategic initiatives
Company
FICO
Fair Isaac Corporation enables businesses to automate, improve, and connect decisions to enhance business performance. It is a sub-organization of FICO.
Founded in 1956
1001-5000 employees
H1B Sponsorship
FICO has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (30)
2024 (18)
2023 (22)
2022 (25)
2021 (45)
2020 (40)
Funding
Current Stage
Public CompanyTotal Funding
$1.5B2025-05-08Post Ipo Debt· $1.5B
2021-05-05Acquired
2003-01-10IPO
Leadership Team
William Lansing
CEO
Amir Hermelin
Chief Technology Officer
Recent News
2026-01-06
Company data provided by crunchbase