Trilliant · 1 day ago
VP of Global Customer Support and Quality
Raleigh, NC
Full-time
Onsite
Director/Executive
10+ years expTrilliant is a company that offers a universal communications platform at the convergence of smart grid and IIoT applications. They are seeking a Vice President of Global Customer and Quality Support to oversee the global team in handling customer inquiries and spearheading quality management programs.
HardwarePower GridSoftwareWireless
Responsibilities
Develop and execute a comprehensive global customer support strategy aligned with corporate goals
Lead and mentor a diverse team of customer support professionals across various locations, fostering a culture of collaboration, excellence, and continuous improvement
Oversee the entire customer support operation, ensuring timely and effective resolution of customer inquiries and issues across all contact channels
Drive initiatives aimed at enhancing the overall customer experience, including implementing best practices and innovative solutions
Engage and drive compliance tools and process automation deeper into the product development organization
Establish internal controls and auditing systems to monitor and report on regulated activities and processes
Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer support and compliance initiatives
Collaborate closely with cross-functional teams (e.g., Sales, Marketing, Product Development, Legal, Engineering) to ensure alignment and enhance the customer journey while maintaining compliance
Qualification
Required
10+ years of experience in a client-facing customer support position
7+ years in progressive compliance roles leading quality initiatives in the product development area
A proven track record in a results-driven quality organization, with at least 5 years of work experience, should be in designing, implementing, and continuously improving a Quality Management System (QMS) or an enterprise management system aligned to ISO standards and other solution delivery frameworks
In-depth knowledge of current versions of ISO-9001, ISO-14001, ISO-45001 and ISO-27001 standards from an implementation perspective is required
Ability to learn quickly and manage initiatives – process implementation, process audits, training and continuous improvement using analytics
Proven ability to manage complex projects and multiple priorities in a fast-paced environment
In-depth understanding of customer support strategies, market dynamics, and industry best practices
Experience in applying ISO requirements, lean principles, and Agile practices in a fast-paced environment
Strong leadership, strategic thinking, and communication skills
Ability to inspire and manage a team effectively
University Degree in Computer Science, Computer Programming, Computer and Information Technology, Software Engineering or related field
Certified in Risk and Information Systems Control (CRISC)
Preferred
A lean six sigma black belt certification is preferred
Industry certifications such as: MCP, MSSE, MSCA CCNP, CCNA desired
Benefits
Comprehensive benefits and compensation packages
Selection of insurance programs
Company
Trilliant
Trilliant delivers intelligent networks that enable the energy industry’s transition to the smart grid.
201-500 employees
H1B Sponsorship
Trilliant 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 (4)
2024 (4)
2023 (2)
2022 (8)
2021 (2)
Funding
Current Stage
Growth StageTotal Funding
$146M2010-12-21Series Unknown
2010-07-15Series B· $106M
2008-08-19Series A· $40M
Leadership Team
Norma Formanek
Special Counsel to the CEO
Mike Mortimer
Chief Commercial Officer (CCO)
Recent News
2025-09-22
Company data provided by crunchbase