{"id":334,"date":"2025-10-01T13:16:58","date_gmt":"2025-10-01T13:16:58","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&p=334"},"modified":"2025-10-01T13:17:01","modified_gmt":"2025-10-01T13:17:01","slug":"vice-president-technical-assistance-center","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/vice-president-technical-assistance-center\/","title":{"rendered":"Vice President Technical Assistance Center"},"content":{"rendered":"\n

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

This is a fully remote<\/strong> position, reporting directly to the Senior Vice President of Customer Success, and requires up to 10\u201315% travel.<\/p>\n\n\n\n

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The Role and Core Mandate: Building the TAC<\/h3>\n\n\n\n

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.<\/p>\n\n\n\n

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

    Required Experience and Qualifications<\/h3>\n\n\n\n

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

      \n
    • Experience:<\/strong> A minimum of 10 years of experience in client support, technical assistance, or customer service roles in a leadership capacity.<\/strong><\/li>\n\n\n\n
    • TAC Leadership:<\/strong> Proven record of building and managing a technical assistance or customer support function<\/strong> within a healthcare, technology, or data processing environment.<\/li>\n\n\n\n
    • Education:<\/strong> Bachelor\u2019s degree in Business Administration, Information Technology, or previous experience leading a Technical Assistance Center at a senior level.<\/strong><\/li>\n\n\n\n
    • Technical Acumen:<\/strong> Strong understanding of ticketing systems, CRM software, and technical support processes.<\/strong><\/li>\n\n\n\n
    • Skills:<\/strong> Excellent analytical and critical thinking skills<\/strong> to derive actionable insights from data, coupled with exceptional communication and people skills for engaging both clients and internal stakeholders.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"

      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 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[1440,648],"jobpost_job_type":[39],"jobpost_location":[],"jobpost_tag":[1455,1432,1460,1459,549,1461,81,1456,1457,1458,1454],"class_list":["post-334","jobpost","type-jobpost","status-publish","hentry","jobpost_category-customer-success","jobpost_category-information-technology","jobpost_job_type-remote","jobpost_tag-client-support","jobpost_tag-customer-success","jobpost_tag-escalation-process","jobpost_tag-kpi-definition","jobpost_tag-leadership","jobpost_tag-product-insights","jobpost_tag-remote","jobpost_tag-service-strategy","jobpost_tag-technical-assistance-center-tac","jobpost_tag-ticketing-systems","jobpost_tag-vice-president"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/334","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=334"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=334"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=334"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=334"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=334"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}