Plans and directs all aspects of an organization's technical customer support policies, objectives, and initiatives.
Responsible for the overall satisfaction of customers. Coordinates with directors in establishing direction and initiatives for the department, and ensures those align with greater organizational direction and objectives.
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each VP of Technical Customer Support skill and competencie below to view definitions.
Skill definition-Identifying and forecasting customer behavior and insights to increase customer acquisition, retention, and buyer engagement.
Level 1 Behaviors
(General Familiarity)
Lists the commonly used technology and tools in conducting customer analytics.
Level 2 Behaviors
(Light Experience)
Uses customer analytics tools to understand customers' journey and service preferences.
Level 3 Behaviors
(Moderate Experience)
Partners with key stakeholders in performing customer analytics to maximize customer retention rate.
Level 4 Behaviors
(Extensive Experience)
Oversees the customer analytics process to drive maximum customer lifetime value and success.
Level 5 Behaviors
(Mastery)
Improves customer analytics capabilities to predict customer needs and reduce customer churn rate.
Skill definition-Classifying and prioritizing customer concerns and issues based on severity to ensure proper resolution and retain customer trust.
Level 1 Behaviors
(General Familiarity)
Lists most common reasons for customers seeking escalation.
Level 2 Behaviors
(Light Experience)
Tracks the escalation of customer issues to support real-time resolution of customer concerns.
Level 3 Behaviors
(Moderate Experience)
Reviews incident performance metrics to make action plans and reduce future escalation rates.
Level 4 Behaviors
(Extensive Experience)
Trains and guides teams in handling and resolving customer issues promptly to avoid escalations.
Level 5 Behaviors
(Mastery)
Improves customer interactions and incident management to prevent escalation of future conflicts.
Skill definition-Insight into our organization's business, goals, and values. Ability to design and implement initiatives that facilitate successful outcomes.
Level 1 Behaviors
(General Familiarity)
Names our key stakeholders from a business value chain perspective.
Level 2 Behaviors
(Light Experience)
Supports the planning, implementation, and management of training programs that foster process improvements.
Level 3 Behaviors
(Moderate Experience)
Implements effective marketing strategies that achieve improved business outcomes.
Level 4 Behaviors
(Extensive Experience)
Optimizes business processes based on deep insight into various business unit functions.
Level 5 Behaviors
(Mastery)
Evaluates industry and market trends to identify new business opportunities.
Skill definition-Knowledge of and ability to apply a set of quantifiable measurements to determine how effectively an individual, team or organization is achieving a business objective.
Level 1 Behaviors
(General Familiarity)
Lists some typical KPIs from own industry, business, and function.
Level 2 Behaviors
(Light Experience)
Identifies KPIs currently in use and provides input to management.
Level 3 Behaviors
(Moderate Experience)
Maintains an organized data management process to track progress on KPIs.
Level 4 Behaviors
(Extensive Experience)
Leverages the Business Intelligence (BI) technologies and tools for KPI reporting and analysis.
Level 5 Behaviors
(Mastery)
Monitors the efficiency and effectiveness of current organizational KPI architecture.
There are 0 hard skills for VP of Technical Customer Support.
8 general skills for VP of Technical Customer Support, Customer Analytics, Customer Escalation Management, Customer Relations, etc.
15 soft skills for VP of Technical Customer Support, Business Acumen, Key Performance Indicators (KPI), Customer Relationship Management, etc.
While the list totals 23 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a VP of Technical Customer Support, he or she needs to be skilled in Business Acumen, be skilled in Key Performance Indicators (KPI), and be an expert in Customer Relationship Management.
