Job Description
Who We Are Build a brighter future while learning and growing with a Siemens company at the intersection of technology, community and sustainability. Our global team of innovators is always looking to create meaningful solutions to some of the toughest challenges facing our world. Find out how far your passion can take you.
About The Job We’re looking for a dynamic and inclusive leader to head our global client support organization. As VP, Head of Global Client Support, you’ll shape the future of customer experience for over 12,000 clients worldwide. Your leadership will directly influence product adoption, customer retention, and innovation.
This role reports to the SVP, Operations Services and Support and is part of the senior leadership team. You’ll collaborate across departments to align support strategy with business goals, product development, and market expansion. Your work will help drive over $200M+ in annual recurring revenue.
What You Will Do Strategic Leadership - Build and execute a global support strategy aligned with growth, customer success, and expansion goals.
- Lead digital transformation initiatives, including AI and automation, to improve self-service and reduce resolution time by 35%.
- Define service level agreements (SLAs) that set us apart in the CMMS marketplace.
- Build strategic partnerships to expand support capabilities and reach.
Team Development - Lead and grow a diverse team of 75+ support professionals across the Americas, EMEA, and APAC.
- Craft clear career paths and development programs to attract and retain top talent.
- Foster a culture of collaboration, continuous learning, and customer-first thinking.
- Partner with People & Organization (P&O) to support hiring and engagement strategies.
Customer Experience - Improve key metrics like CSAT, Net Promoter Score, and Customer Effort Score.
- Build feedback loops that advise on product enhancements and user experience.
- Launch proactive support programs including health checks and optimization reviews.
- Create customer advisory boards and user groups to strengthen community and feedback.
Cross-Functional Collaboration - Work closely with Product, Engineering, Revenue, Marketing, Finance, Legal, and P&O teams.
- Translate customer insights into product roadmap priorities.
- Support marketing with customer stories and competitive insights.
- Ensure compliance with global data privacy and security standards.
What You Need - Bachelor’s degree (technical field preferred).
- 10+ years of experience leading global support teams, ideally in SaaS.
- Proven success in scaling support operations across regions.
- Experience with AI, automation, and self-service tools.
- Strong collaboration and leadership skills.
- Ability to manage through change and lead during high-pressure situations.
- Willingness to travel up to 30%, including to Raleigh, India, and client locations.
What Makes You a Standout - Advanced degree (MBA, Master’s, or similar).
- Multilingual fluency.
- Experience with various software delivery models (on-prem, cloud, SaaS).
- Background in both SMB and enterprise environments.
- Strong partnerships with cloud operations and product teams.
The Brightly culture We’re guided by a vision of community that serves the ambitions and wellbeing of all people, and our professional communities are no exception. We model that ideal every day by being supportive, collaborative partners to one another, conscientiously making space for our colleagues to grow and thrive. Our passionate team is driven to create a future where smarter infrastructure protects the environments that shape and connect us all. That brighter future starts with us.
Our Commitment to Equity and Inclusion in our Diverse Global Workforce: We value your unique identity and perspective. We are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society, while ensuring that we attract the best talent based on qualifications, skills, and experiences. We welcome you to bring your authentic self and transform the every day with us.
Brightly maintains a Drug Free workplace in accordance with applicable law. US Employment Guidelines Qualified Applicants must be legally authorized for employment in the United States. Qualified Applicants will not require employer sponsored work authorization now or in the future for employment in the United States.
You’ll Benefit From Siemens offers a variety of health and wellness benefits to our employees. Details regarding our benefits can be found here:
The pay range for this position is $167,860 - $287,760 annually with a target incentive of 25% of the base salary. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and premium geographic location.
Equal Employment Opportunity Statement Siemens is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.
EEO is the Law Applicants and employees are protected from discrimination on the basis of race, color, religion, sex, national origin, or any characteristic protected by Federal or other applicable law.
Reasonable Accommodations If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form by clicking on this link
Accommodation for disability form . If you’re unable to complete the form, you can reach out to our AskHR team for support at 1-866-743-6367. Please note our AskHR representatives do not have visibility of application or interview status.
Pay Transparency Siemens follows Pay Transparency laws.
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Criminal History Qualified applications with arrest or conviction records will be considered for employment in accordance with applicable local and state laws.
Job Tags
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