**Senior Vice President, Product Support and Service Management** **Why you want to lead our Customer Experience & Operations team:** The Senior Vice President of Product Support and Service Management plays a pivotal strategic role in driving Accruent's mission to deliver exceptional value to its customers. This exciting, yet challenging, position is responsible for leading and managing three critical functions: **Customer Support, Customer Care, and Customer Experience** . By ensuring the delivery of end-to-end high-quality support services, this role directly impacts customer health, retention, and our financial stability and future growth. The ideal candidate will possess a strong background in customer success, support, customer experience, data-driven insights, churn reduction and growth strategies, and leadership, all of which are crucial for maintaining and enhancing Accruent's reputation, customer satisfaction and position in the market. This global role is remote. Some minimal travel may be required for key onsite meetings and working sessions. The role reports directly to L1 leadership and will regularly interface with senior and executive-level leadership. **How you'll make a difference:** **Improve Customer Health & Retention** + Design and implement strategies to improve customer health and support efficiency, thereby improving customer retention, reducing churn and accelerating growth. + Develop capabilities to analyze themes and implement proactive monitoring techniques to prevent customer issues. + Implement initiatives using data-driven insights to demonstrate the impact of outstanding support services on financial and business outcomes. **Lead and Manage Multi-Product Support** + Lead and manage a multi-product customer organization, ensuring the delivery of exceptional support services. + Collaborate with cross-functional teams, including product development, engineering, technical operations, professional services, and customer success, to resolve customer issues and improve product quality. **Drive Cultural Transformation** + Drive a cultural transformation towards prioritizing customer experience across all levels of the organization. + Modernize Accruent’s approach to customer journey orchestration. + Work cross-functionally to create customer experience playbook(s) aligned with Accruent company and product strategies. **Measure, Manage & Drive Performance** + Establish and maintain key performance indicators (KPIs) to measure the effectiveness of support services, customer health, churn and growth. + Manage the full lifecycle of problems, from identification and analysis to resolution and prevention. **Optimize Resource Utilization** + Design and implement organizational structures to ensure maximum resource efficiency and cost-effectiveness, while allowing for cross-training and development of team members. + Leverage AI and self-service capabilities to enhance customer satisfaction and optimize resource utilization. **Foster Excellence & Accountability** + Lead and mentor team members, fostering a culture of excellence and accountability. + Ensure compliance with industry standards and best practices for technical support and ITIL functions. **Build Strong Relationships** + Develop and maintain strong relationships with key customers and internal stakeholders to ensure an exceptional and seamless experience. + Regularly communicate with senior managers, business leaders, and other key stakeholders. **What you bring to the table:** **Minimum Required Education and Experience:** + Bachelor's degree in Computer Information Management, Business, or a related field. + 7+ years of experience in a customer success and/or support role, with at least 5 years in a leadership role. + Experience in designing and delivering effective strategies. + Experience managing a diverse team across multiple time zones and leading leaders. + Experience leading directly, indirectly, in-person and remote. + Excellent leadership, communication, and interpersonal skills. + Strong analytical and problem-solving skills. + Ability to work effectively in a fast-paced, dynamic environment. + Knowledge of ITIL processes and best practices. + ITIL certification is desirable. + Experience with ServiceNow, Salesforce, and Jira is preferred. **Required Knowledge, Skills and Abilities:** + Strong analytical abilities in visualizing, capturing information, and analyzing data to manage risk and solve complex problems. + Strong communication and presentation skills with the ability to tailor communication to senior leaders, key stakeholders, and teams. + Be ‘the light in the room’ – a positive attitude and flexibility when faced with fast-paced, complex incidents or issues. + Self-motivated, intellectually curious, and a desire for continuous learning. + Experience with customer relationship management (CRM) systems and IT Management systems. + Knowledge of software development lifecycle (SDLC) and agile methodologies. + Familiarity with cloud-based technologies and services. **Fortive Corporation Overview** Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions. We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating. Fortive: For you, for us, for growth. **About Accruent** Personal development and becoming the best you is all about growth and exploring new skills and opportunities – both in and out of the office. At Accruent, we call this Grow Without Limits, and we’re proud to offer each of our employees the resources, coaching and support necessary to achieve Growth Without Limits in their personal and professional lives. Explore where the path takes you. Accruent is a leading provider of solutions for unifying the built environment —spanning real estate, physical and digital assets, and the integrated technology systems that connect and control them. Accruent continues to set new expectations for how organizations can use data to transform how they manage their facilities and assets. With U.S. headquarters in Austin, Texas, Accruent serves over 5,000 customers in a wide range of industries in more than 100 countries worldwide. We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com. **Bonus or Equity** This position is also eligible for bonus and equity as part of the total compensation package. **Pay Range** The salary range for this position (in local currency) is 139,300.00 - 258,700.00 This position is also eligible for bonus and equity as part of the total compensation package. The salary range for this position (in local currency) is 139,300.00 - 258,700.00 We are an Equal Opportunity Employer Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.