Vice President, Customer Support
Published date: 2026/11/06
- Location: Ahmedabad, Gujarat, India
Works collaboratively with leadership throughout Litera, to identify and implement companywide strategies and approaches that will elevate the business units’ service reputation; and supports Litera’s brand identity and positioning initiatives by leveraging technology.
Manages customer support function in India and a team of 50+ to ensure customer satisfaction/client performance objectives to be performed in an efficient manner.
Manages our 24/7 work hours and workforce planning.
Accountable for developing and sustaining a culture of customer service excellence to include measurements and continuous improvement.
Influences customer lifetime value (CLV) through higher product adoption, customer satisfaction, retention, and overall health scores.
Provides direct reports with ongoing guidance in goal setting/attainment, performance management.
Lead initiatives across a diversity of methodologies including disciplined agile practices to ensure consistency and predictability of delivery cycles and value as well as critical path time to market.
Critical metric cadence, tracking, measurement, reporting.
A hands-on approach to leading projects.
Manages customer support function in India and a team of 50+ to ensure customer satisfaction/client performance objectives to be performed in an efficient manner.
Manages our 24/7 work hours and workforce planning.
Accountable for developing and sustaining a culture of customer service excellence to include measurements and continuous improvement.
Influences customer lifetime value (CLV) through higher product adoption, customer satisfaction, retention, and overall health scores.
Provides direct reports with ongoing guidance in goal setting/attainment, performance management.
Lead initiatives across a diversity of methodologies including disciplined agile practices to ensure consistency and predictability of delivery cycles and value as well as critical path time to market.
Critical metric cadence, tracking, measurement, reporting.
A hands-on approach to leading projects.
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