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- Tasks: Lead and reshape customer support teams for a top SaaS vendor.
- Company: Established SaaS vendor with a focus on innovation and customer satisfaction.
- Benefits: Competitive salary, remote work flexibility, and opportunities for professional growth.
- Why this job: Design and improve support services while making a real impact on customer experience.
- Qualifications: Experience in managing support teams within a SaaS environment is essential.
- Other info: Remote role with occasional office visits in the Midlands.
The predicted salary is between 90000 - 110000 £ per year.
An excellent opportunity to join a well established SaaS vendor and take responsibility for their customer facing application support teams.
You will be responsible for day to day management of BAU support; working with users and stakeholders to identify commercial needs, track metrics and deliver effective and fast paced support.
You will also be responsible for reshaping the support function to ensure that it is structured to meet the needs of customers; you will have the opportunity to design the service from the ground up and restructure teams and approach to deliver demonstrable improvements in service and capability.
You will need to be able to demonstrate previous experience of running support teams, and having worked in a SaaS vendor in a similar role. Experience with ServiceNow or similar would be a significant advantage, as would running change programmes as well as delivering BAU services.
The role is remote; you will need to be able to be in the office in the Midlands on occasion so a UK base is essential (and you must have the right to work in the UK). It will pay around £90-110K base.
For more details and a confidential discussion please contact Justin Sleep with a copy of your resume.
Head of SaaS Support in Birmingham employer: Vocative Consulting
Contact Detail:
Vocative Consulting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of SaaS Support in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS industry and let them know you're on the hunt for a Head of Support role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of support metrics and customer service strategies. We want you to showcase your experience in running support teams and how you've improved service delivery in the past.
✨Tip Number 3
Don’t forget to tailor your approach! When you apply through our website, make sure to highlight your specific experience with SaaS vendors and any tools like ServiceNow that you've used. This will help you stand out from the crowd.
✨Tip Number 4
Follow up after your interviews! A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the role and the company, which is always a bonus.
We think you need these skills to ace Head of SaaS Support in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of SaaS Support role. Highlight your experience in managing support teams and any relevant SaaS vendor experience. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've reshaped support functions or improved service delivery in previous roles.
Showcase Your Metrics: We love numbers! When discussing your past experiences, include metrics that demonstrate your success in managing support teams. Whether it's response times, customer satisfaction scores, or team performance, let us see the impact you've made.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining the StudySmarter team!
How to prepare for a job interview at Vocative Consulting
✨Know Your SaaS Inside Out
Make sure you’re well-versed in the SaaS industry and the specific vendor's offerings. Familiarise yourself with their customer support processes, tools like ServiceNow, and any recent changes or updates in their services. This will show that you’re genuinely interested and prepared.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed support teams in the past. Highlight your experience in reshaping support functions and improving service delivery. Use metrics to demonstrate your impact, as this will resonate well with the interviewers.
✨Understand Customer Needs
Be ready to discuss how you identify and address customer needs. Think about how you would track metrics and gather feedback to enhance the support experience. This shows that you’re not just focused on management but also on delivering exceptional service.
✨Prepare for Change Management Questions
Since the role involves running change programmes, anticipate questions around your experience with change management. Prepare to discuss specific initiatives you've led, the challenges faced, and the outcomes achieved. This will demonstrate your capability to drive improvements effectively.
