An opportunity has emerged in our network for a Vice President of Client Support for the Technical Assistance Center (TAC) at Nuvem. This is a critical senior leadership role responsible for building the TAC from the ground up, defining its strategy, technology stack, and performance metrics to ensure exceptional client support.

This is a fully remote position, reporting directly to the Senior Vice President of Customer Success, and requires up to 10–15% travel.

The Role and Core Mandate: Building the TAC

This VP will be the pivotal leader in establishing and enhancing Nuvem’s client support capabilities, focusing on operational execution, technology selection, and strategic alignment with product teams.

• Build and Manage the TAC: Develop and implement the strategy for the Technical Assistance Center. Hire, train, and manage a team of support professionals and evaluate/optimize all client support channels.
• Define KPIs and Metrics: Establish clear Key Performance Indicators (KPIs) to measure the effectiveness of the TAC and client support initiatives, then monitor performance against these metrics.
• Technology Selection: Research and select appropriate technology solutions and ticketing systems that enhance support efficiency and integrate seamlessly with existing tools.
• Develop Escalation Processes: Define and implement a robust escalation process for handling complex client issues, ensuring timely resolution and adherence to best practices by the support team.
• Prioritize Client Needs & Insights: Collaborate closely with Product and Engineering teams to relay client feedback and insights, prioritizing product improvements based on customer needs. Conduct regular client satisfaction assessments to drive continuous improvement.

Required Experience and Qualifications

This senior role demands extensive leadership experience in building and scaling technical support functions, preferably in high-tech or data-focused industries.

• Experience: A minimum of 10 years of experience in client support, technical assistance, or customer service roles in a leadership capacity.
• TAC Leadership: Proven record of building and managing a technical assistance or customer support function within a healthcare, technology, or data processing environment.
• Education: Bachelor’s degree in Business Administration, Information Technology, or previous experience leading a Technical Assistance Center at a senior level.
• Technical Acumen: Strong understanding of ticketing systems, CRM software, and technical support processes.
• Skills: Excellent analytical and critical thinking skills to derive actionable insights from data, coupled with exceptional communication and people skills for engaging both clients and internal stakeholders.