VP, Support and Client Delivery (SaaS) - Remote

Overview

As the VP, Client Delivery, you will be the engine behind Q4’s ability to scale and deliver excellence across our platform. You will oversee and integrate operations across Web Development, Customer Support, Events Management, and Service Delivery, ensuring that every client interaction post-sale is efficient, high-quality, and value-driven.

In Short

• Lead and mentor a multi-functional team across various departments.
• Drive hiring, onboarding, and training strategies for team growth.
• Ensure timely fulfillment of product operations and support.
• Establish SLAs and escalation processes for customer support.
• Identify and implement process improvements and automation.
• Standardize workflows for high-quality execution.
• Build a quality assurance framework for operations.
• Monitor service performance and customer satisfaction metrics.
• Collaborate with Product and Engineering for feature readiness.
• Act as a strategic advisor to executive leadership on operational risks.

Requirements

• 10+ years of leadership experience in operations or customer success.
• Experience in building and scaling cross-functional teams.
• Strong expertise in workflow/process design and service delivery optimization.
• Familiarity with customer support platforms like Salesforce and Zendesk.
• Data-driven with skills in defining and driving KPIs.
• Strategic thinker and empathetic leader.
• Strong communication and collaboration skills.

Benefits

• Be part of a fast-growing SaaS company.
• High visibility and impact role influencing customer experience.
• Values-driven culture that prizes ownership and innovation.
• Flexible remote options and learning opportunities.