VP Global Customer Support

Sapiens International is seeking a VP, Global Customer Support who will own the strategy, operations and performance of Sapiens' worldwide customer support organization, ensuring 24x7 service desk coverage across all products and functions under GCSO. This role is the executive escalation point for support cases and issues raised by customers, services teams and account managers, and is accountable for building a support function that scales with the business and meets tomorrow's standards for global enterprise customers.,

• Serve as the senior escalation point of contact for Sapiens customers on all support matters, representing the voice of the customer at the executive level.
• Own oversight and direct management of the support functions that enable smooth operations of the Global Customer Support Center worldwide.
• Set the vision for and continuously evolve the global customer support strategy to meet growing business demand and rising customer expectations.
• Establish and maintain coverage models for all product lines, including cloud support, incorporating standard operating procedures and follow-the-sun models across multiple time zones.
• Provide strong, dynamic leadership that mentors, develops and guides regional support leaders and their teams to maximize the efficiency, quality and value of every customer interaction.
• Deliver results against a defined scope of work, including measurable ROI, strategic innovation, performance reporting and human capital development.
• Build, implement and maintain enterprise-wide Quality Assurance (QA) programs that drive continuous improvement and consistent achievement of Service Level Agreement (SLA) performance.
• Design and maintain an effective global organizational structure, including recruiting, training, coaching, recognition, workflow design, performance standards and staffing levels across all regions.
• Coordinate analytic, strategic and technical resources to meet client expectations, and ensure a disciplined Workforce Management practice is in place, covering planning, forecasting, scheduling and real-time management of all Contact Center staff.
• Own the customer support budget and resourcing plan, including in-house and outsourced/BPO capacity, and report performance and investment priorities to executive leadership.
• Partner with Product, Engineering and Cloud teams to ensure support readiness for new releases, regions and product lines, including new L1/L2 service stand-ups., We will keep you in the loop, as we focus on providing an inclusive screening and interview process. Each country has a local flavor, but here's what you can expect during our recruitment process:
Disclaimer Sapiens India does not authorize any third parties to release employment offers or conduct recruitment drives via a third party. Hence, beware of inauthentic and fraudulent job offers or recruitment drives from any individuals or websites purporting to represent Sapiens. Further, Sapiens does not charge any fee or other emoluments for any reason (including without limitation, visa fees) or seek compensation from educational institutions to participate in recruitment events. Accordingly, please check the authenticity of any such offers before acting on them and were acted upon, you do so at your own risk. Sapiens shall neither be responsible for honoring or making good the promises made by fraudulent third parties, nor for any monetary or any other loss incurred by the aggrieved individual or educational institution. In the event that you come across any fraudulent activities in the name of Sapiens, please feel free report the incident at sapiens to sharedservices@sapiens.com.


• Bachelor's degree in Computer Science, MIS, or an equivalent field; advanced degree a plus.
• 15+ years leading global support organizations, including significant experience at a senior/executive management level.
• Proven experience establishing and scaling geographically dispersed, follow-the-sun support teams.
• ITIL expertise required; familiarity with ServiceNow is a plus.
• Track record of standing up new support regions and service tiers, including L1 and L2 operations.
• Experience working closely with Cloud and Product organizations to align support readiness with product strategy.
• Demonstrated success designing and modifying support processes and coverage models to improve efficiency.
• Sound business judgment with the ability to manage shifting priorities while remaining focused, motivated and enthusiastic.
• Excellent problem-resolution capabilities and strong critical-thinking and analytical skills to isolate and resolve complex technical and operational issues.
• Executive-level interpersonal, communication and stakeholder-management skills.
• Strong organizational, multi-tasking and prioritization skills across a large, distributed organization.
  
  Sapiens International Corporation N.V. is a global leader of AI-centric, SaaS-based insurance software, delivering hyper-relevant experiences that are efficient, compliant, and innovative. With agile intelligence, Sapiens' solutions turn real-time data and human insight into precise action at every moment, across every risk.
The Sapiens platform includes agentic workflows accelerating every capability across policy, underwriting, claims, reinsurance, decisioning, and finance and compliance. With more than 600 insurers in over 30 countries running on Sapiens, our deep industry expertise is the foundation of our long-term relationships, from initial implementation through to modernization and market transformation. Sapiens is headquartered in London, serving customers in property and casualty, life, reinsurance, specialty, and workers' compensation from offices across North America, Europe, the Middle East, and Asia Pacific.