Vice President, Customer Care (On-Site)

Job Description

Job Description

Job Summary

The Vice President of Customer Care will lead Neumo’s customer support strategy, ensuring exceptional support and satisfaction for public sector clients, including government agencies, municipalities, and their constituents. This role will oversee global customer support operations, aligning with Neumo’s mission, and drive continuous improvement using data analytics, industry best practices, and AI. In addition, you will spearhead the transformation and centralization of customer support, bringing three discrete support models and teams into a world class support organization, championing a culture of support excellence, leveraging technology to enhance customer experience and outcomes. 

Duties and Responsibilities

• Strategic Leadership: Develop and execute customer support strategies that align with Neumo’s organizational goals, focusing on client satisfaction, retention, and advocacy
• Operational Oversight: Manage all aspects of customer support operations, including support for all Neumo products, ensuring seamless support across standardized communication channels
• Customer Engagement: Act as a primary point of contact for escalated customer issues, collaborating with government agencies to resolve complex challenges and ensure positive outcomes
• Data Driven Improvement: Utilize customer feedback, performance metrics (time to respond, time to resolve, backlog/throughput, etc) and analytics to identify trends, optimize processes, and enhance service delivery
• Cross-Functional Collaboration: Partner with product development, sales, customer success, and technology teams to ensure a cohesive customer journey and integrate customer feedback into product enhancements
• Technology Integration: Oversee the consolidation and transition to Service Cloud, and implement AI-driven support tools, to streamline operations and improve response/resolution times
• Policy Development: Establish and refine customer support policies and procedures to align with industry best practices and regulatory requirements for government clients
• Performance Reporting: Prepare and present reports on customer service performance, trends, and initiatives to executive leadership, including actionable insights
• Compliance and Security: Ensure customer support practices comply with public sector regulations, data privacy standards, and security protocols, particularly for sensitive government data

Education and Experience:  

• Education: Bachelor’s degree in Business Administration, Public Administration, Computer Science, or a related field. Master’s degree (e.g., MBA) preferred
• Experience: 
• Minimum of 10 years of experience in customer service or support, with at least 5 years in a senior leadership role managing teams of 150 FTEs or more
• Proven track record in customer support within technology, SaaS, or public sector environments
• Experience with Microsoft-like enterprise software or cloud-based solutions is a plus

Knowledge, Skills and Abilities:

• Proficiency in customer relationship management (CRM) software (e.g., Salesforce)
• Familiarity with analytics platforms and data-driven decision-making tools
• Knowledge of transaction processing systems and compliance frameworks
• Soft Skills: 
• Exceptional leadership and team-building abilities to inspire and manage diverse teams. 
• Strong communication and interpersonal skills for engaging with customers, stakeholders, and cross-functional teams
• Analytical mindset with the ability to interpret data and drive continuous improvement
• Problem-solving and conflict resolution skills to address sensitive and complex customer issues
• Industry Knowledge: Understanding of public sector needs, government regulations, and citizen facing technology solutions

Work Environment :

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands :

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization.  And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age