Sapiens International Corporation N.V.

VP Global Customer Support

Sapiens International Corporation N.V. • $160K — $200K *
Rochelle Park, NJ 07662In-Person
Information Technology
11 - 15 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Computer Science, MIS, or equivalent; advanced degree preferred.
  • 15+ years of experience leading global support organizations, particularly at an executive level.
  • Proven ability to establish and scale geographically dispersed support teams.
  • Expertise in ITIL; familiarity with ServiceNow is a plus.
  • Experience in implementing new support operations and service tiers (L1/L2).
  • Strong history of collaboration with Cloud and Product teams to align support with strategic goals.
  • Exceptional problem-solving and critical-thinking skills.

Responsibilities

  • Act as the primary escalation contact for customer support issues at the executive level.
  • Manage and oversee global customer support operations to ensure seamless service delivery.
  • Develop and refine the global support strategy to address evolving customer needs and business growth.
  • Establish comprehensive coverage models, including follow-the-sun operations across multiple regions.
  • Provide leadership to regional support leaders to enhance the overall quality and efficiency of customer interactions.
  • Implement and maintain QA programs to drive performance against Service Level Agreements (SLA).
  • Coordinate resources and manage workforce planning to meet client expectations and operational goals.

Benefits

  • Remote work opportunity with flexible location options.
  • Work with a global team and diverse clientele.
  • Engagement in strategic leadership responsibilities.
  • Opportunities for continuous professional development and training.
  • Involvement in shaping the future of customer support at an enterprise level.
Full Job Description
Title: Vice President, Global Customer Support

Location: Remote (East Coast)

Job Description:

The VP, Global Customer Support owns 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.

Key Responsibilities:
  • 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.


Requirements:
  • 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.


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About Sapiens International Corporation N.V.

Sapiens International Corporation N.V. is a provider of software solutions for the insurance industry, with a focus on the financial services sector. The Company offers software solutions for life, pension, annuity, property and casualty, reinsurance, financial and compliance, workers' compensation, and financial markets. Its software solutions are designed to enable its customers to manage their operations and processes, including policy administration, claims management, underwriting, and billing. The Company's products and services include Sapiens CoreSuite, Sapiens DigitalSuite, Sapiens Reinsurance, Sapiens IDIT, Sapiens Stingray, Sapiens UnderwritingPro, Sapiens AgentConnect, Sapiens Intelligence, and Sapiens Decision. The Company's customers include insurance carriers, third-party administrators, brokers, and agents.
Learn more about Sapiens International Corporation N.V.
Size
4,044 employees
Market Cap
$1 billion
Industry
Enterprise Technology
Net Income
$33.7 million
Founded
1982
5 Year Trend
+16.4%
Revenue
$382.9 million
NASDAQ
SPNS
* Ladders Estimates

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