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OneStream Software · 23 hours ago

VP, Customer Support

United States

Full-time

Remote

Director/Executive

$210K/yr - $262K/yr

15+ years exp

OneStream Software is a leading enterprise finance platform, and they are seeking a Vice President of Customer Support to lead a global organization responsible for delivering world-class customer support. This role will oversee teams managing various support pillars, drive strategic initiatives to enhance customer satisfaction, and ensure operational excellence across commercial and enterprise clients worldwide.

Artificial Intelligence (AI)FinanceFinancial ServicesInformation TechnologySoftware

Growth Opportunities

No H1B

Responsibilities

Define and execute the global support strategy aligned with company objectives

Partner with the SVP of Customer Support and Remote Consulting to shape long-term vision and operational excellence

Develop support strategy to continue high level of customer satisfaction even with growth

Study industry competition to maintain leading policies and offerings

Develop shift and location strategies to build a 24/7/365 support program

Create communication channels to ensure synergies across regions and with other departments

Ensure lessons learned from critical escalations are added into support playbooks and shared across teams

Partner with Cloud teams and CSRC resources to evaluate emerging technologies, performance trends, and architectural impacts on SaaS/Azure environments

Collaborate with product and engineering leaders to solve problems and share feedback from support cases that can influence product planning and design decisions

Align support strategies with Customer Success initiatives to deliver a unified customer journey

Share customer health insights and escalation trends to proactively address risks and improve retention

Collaborate on success planning for highly visible accounts, ensuring continuity between proactive success management and reactive support

Qualification

SaaS platformsAzure cloud environmentsCustomer support leadershipFinancial Management SoftwareIncident managementTechnical capacityPowerShellVB.netVisual BasicOneStreamSAP Outlooksoft BPCIBM CognosLeadership abilityOrganizational SkillsCustomer/Client FocusDecision MakingInitiativeProblem Solving/AnalysisCommunication skills

Required

College diploma or bachelor's degree in a technology-related field (or equivalent work experience)

15+ years of experience in customer support, technical support, or related leadership roles within software/SaaS companies

15+ years of leadership experience

Proven track record of managing global support organizations with multiple functional domains

Deep expertise in SaaS platforms, Azure cloud environments and Financial Management Software

Strong understanding of customer business continuity and incident management

Exceptional leadership, communication, and stakeholder management skills

Ability to thrive in a fast-paced, matrixed environment with global teams

Excellent written, verbal, and interpersonal skills

Knowledge of Finance and Accounting practices and principles

Preferred

Experience with PowerShell, VB.net or Visual Basic. Any object-oriented programming

Prior experience with any of the following products is a plus: OneStream, SAP Outlooksoft BPC, SAP BOFC/BFC (Cartesis), HFM (Hyperion Financial Management), FDM (Financial Data Quality Management), Hyperion Planning, Hyperion Essbase, IBM Cognos, or other EPM solutions