Vice President of Global Support, Marigold
Relationship marketing solutions
Be an early applicant
Relationship marketing solutions
1001+ employees
Be an early applicant
1001+ employees
Company mission
To grow the relationships that grow businesses.
Role
Who you are
- Technical Support executive with 5+ years of experience successfully building and managing large distributed customer support teams in a 24x7x365 B2B SaaS environment, including oversight of multiple levels of management
- Outstanding executive presence and communication skills, both internally and externally
- Effective leader in a distributed environment - it is imperative that this person will be able to build and foster close relationships with employees and partners across the business
- Very strong collaboration skills; proven experience from sitting on cross-functional leadership teams
- Proven track record of successfully managing budget parameters (and demonstrating efficiency improvements) and allocating resources effectively based on internal and external demands
- Data-driven with a strong appreciation for metrics; ability to present compelling data-driven evidence to drive decisions
- Experience managing relationships with external vendors for customer support systems and contractors
- Significant experience building customer relationships and managing escalations at senior levels
- Demonstrated ability to identify and develop excellent talent
- Willingness to travel to customer meetings and team meetings
What the job involves
- This executive will be responsible for leading the global support organization that spans Marigold’s family of brands.
- This person must be passionate about delivering a memorable customer experience that retains customers and accelerates new business growth.
- This leader will be a collaborative partner to multiple functions across the business, including Product, Engineering, Enablement, and Customer Success teams
- Execute the strategy for a large global support organization with teams supporting the Marigold family of enterprise solutions
- Recruit, manage, and mentor a team of technical support professionals across AMER, EMEA, and APAC/Japan regions
- Focus on retaining customers and increasing customer lifetime value
- Be a collaborative partner to many functions across the business – product, engineering, enablement, customer success, etc
- Ensure a culture of continuous improvement and operational excellence, making data-driven decisions that reduce customer and employee friction to deliver high quality support at scale
- Evolve and optimize support processes and key performance indicators, leveraging insights from data analysis and VOC to continuously meet or exceed customer expectations
Our take
As the parent company to a family of brands - including Campaign Monitor, Cheetah Digital, Emma, Vuture, and more - Marigold is a global marketing technology company that provides a simple, yet powerful, relationship marketing platform that enables companies to optimize and customize their campaigns. Its easy-to-use design, personalization, and automation tools allow users to create captivating marketing to connect with their audiences.
The company is trusted by over 40,000 businesses (with its subsidiaries drawing in a large number of additional clients), and Marigold's solutions currently cater to 11+ industries, including Media & Publishing, Retail, Travel & Hospitality, and Non-Profits.
The company’s numerous partnerships, expansion, and consistent innovation of its products have enabled it to not only adapt to the ever-changing marketing space but become a leading global solution provider within the specialized relationship marketing space.
Freddie
Company Specialist
Insights
Few candidates hear
back within 2 weeks
4% employee growth in 12 months
Company
Funding (1 round)
May 2019
$410m
GROWTH EQUITY VC
Total funding: $410m
Company benefits
- Remote-first hybrid work environment
- Schedule flexibility and open time away
- Home office stipend
- Generous paid parental leave, including adoptive and foster parents
- Learning and development Programs
- Paid time off to volunteer, matching and giving funds for charity initiatives
- Mental health care services, global social events, local support
Company HQ
Rolling Mill Hill, Nashville, TN
Articles
Leadership
Mike Gordon
(CEO, not founder)Joined Marigold in 2024 from ArisGlobal, where they served as both the CEO and Chairman of the Board. Prior, they held CEO positions for Altus Group and Callcredit.
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