Advance customer success and support at March Networks through scalable SaaS delivery, lifecycle governance, and measurable service performance.
Reporting directly to the CEO and President, the Vice President of Professional Services oversees post-sales functions across the Smart Security Solutions LOB. The scope includes Customer Success, Technical Support, Professional Services, Cloud Services, NOC, Training, and Implementation. This executive will improve onboarding, adoption, support, retention, and customer health across March Networks and Vivotek.
Key Responsibilities:

Optimize onboarding, implementation, adoption, support, and renewal readiness
Sponsor strategic customers and complex deployment escalations
Strengthen recurring services positioning and attach rates
Build standardized playbooks, runbooks, and training frameworks
Manage partners, subcontractors, and delivery governance
Requirements:

Minimum 10 years in services, consulting, support, or customer success
Five years leading multi-function, global, or regional teams
Proven transformation of scalable, predictable service delivery
Experience measuring churn, retention, NPS, CSAT, CES, and health
Experience with third-party providers and global delivery models
Lead customer success and support transformation for March Networks and Vivotek with SaaS expertise, lifecycle metrics, and executive leadership.

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Vice President Customer Success And Support