VP of Global Customer Support at LiveRamp

| Greater Boston Area | Remote
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LiveRamp is the trusted platform that makes data accessible and meaningful.

Our services power people-based customer experiences that improve the relevance of marketing and allow consumers to better connect with the brands and products they love.

We thrive on solving the toughest technical and customer challenges, and we’re always looking for smart, compassionate people to help us blaze a trail.

Mission: LiveRamp makes it safe and easy for businesses to use data effectively.

As the leader for our Global Customer Support teams, you will own the success of our overall customer support efforts. Our Customer Support people, process, and organization is still in an early state of maturity. As the leader of this team, you will help LiveRamp build world-class support that enables our customers to be successful using our products while driving down cost to serve over time. You will also help integrate and mature our international support as well as support from acquisitions into our global team over time.

You will report to the President and Head of Products and Platforms. You will partner with leaders across the commercial team including Customer Success, Professional Services, and Field Strategy.

You will be accountable for:

  • Support hitting core SLAs. Our core SLAs are First Response Time and Update Cadence (how often we communicate with customers on open tickets)
  • Increasing Support CSAT, which is measured through surveys after the close of Support Tickets
  • Influencing Product and Engineering to reduce the overall ticket volume
  • Improving key Internal Service Targets, such as Total Resolution Time and internal quality standards
  • Improving key financial and efficiency metrics while maintaining quality and supporting additional product lines
  • Developing a global location strategy, including developing relationships with BPO partners
  • Developing Support Packages that serve the needs of LiveRamp’s most sophisticated customers
  • Working with Customer Success and LiveRamp Global Services to refine a holistic customer experience for LiveRamp customers that will increase overall CSAT and reduce churn
  • Incorporating additional technology solutions to improve quality, efficiency, and data collection. Today, we use Salesforce Service Cloud and Salesforce Communities as our primary ticketing system.
  • Integrating international, B2B, and other adjacent support teams into the global model.

About you: 

  • 5-10 years experience leading global support in a rapidly growing B2B SaaS organization that sells to large enterprises
  • Experience scaling Support teams globally, including working with BPO partners
  • Experience creating and managing Support offerings, including features like 24/7 Support
  • Experience with best-in-class Support technologies, preferably including Salesforce Service Cloud
  • Experience building robust and highly adopted customer support communities
  • Experience integrating acquisitions into Global Support framework
  • Deep understanding of SaaS business practices
  • Scrappiness: you don’t always have all the answers, but you know where to find them

Benefits:

  • People. Work with talented, collaborative, and friendly people who love what they do.
  • Food. Enjoy catered meals, boundless snacks, and the occasional food truck.
  • Fun. We host events such as game nights, happy hours, camping trips, and sports leagues. 
  • Work/Life Harmony. Flexible paid time off, remote work opportunities, and paid parental leave. 
  • Stock. Every employee is a stakeholder in our future.
  • Whole Health Package. Medical, dental, vision and disability insurance. Plus mental health support (via Talkspace) and fitness reimbursement up to $100 per month. 
  • Savings. Our 401K matching plan helps you plan ahead.
  • Commuter Subsidy. $75 per month to be used toward commuter cards, monthly parking, rideshare pools, or metro/bus passes.
  • Location. Work in the heart of your home for now

More about us:

To all recruitment agencies: LiveRamp does not accept agency resumes. Please do not forward resumes to our jobs alias, LiveRamp employees or any other company location. LiveRamp is not responsible for any fees related to unsolicited resumes.

LiveRamp is an affirmative action and equal opportunity employer (AA/EOE/W/M/Vet/Disabled) and does not discriminate in recruiting, hiring, training, promotion or other employment of associates or the awarding of subcontracts because of a person's race, color, sex, age, religion, national origin, protected veteran, disability, sexual orientation, gender identity, genetics or other protected status. Qualified applicants with arrest and conviction records will be considered for the position in accordance with the San Francisco Fair Chance Ordinance. California residents: Please see our California Personnel Privacy Policy for more information regarding how we collect, use, and disclose the personal information you provide during the job application process .
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • FlaskFrameworks
    • HadoopFrameworks
    • SparkFrameworks
    • PostgreSQLDatabases

Location

Located in the middle of Boston's Seaport district, we're steps from fabulous dining, entertainment and shopping. And just steps from the T!

An Insider's view of LiveRamp

What are some social events your company does?

Everything from themed monthly team lunches, office happy hours, SummerRamp family camp outing, volunteer groups, Pride celebrations, guest speakers, baking competitions to fitness classes. Our Workplace Experience team is always planning unique events and celebrations.

Abram

Workplace Experience Site Lead

How do you collaborate with other teams in the company?

Within LiveRamp. I collaborate frequently with many different teams, including other data science teams (on tools and methodologies), client teams (to understand our customer needs), the engineering teams (to improve data pipelines processes) and our product and operations team (to streamline my science solutions and turn them into products).

Dan

Senior Data Scientist

What makes someone successful on your team?

Taking initiative! We strive to find the type-S personalities… type-startup! Embrace your natural entrepreneurial drive and commitment to make an impact and be recognized and rewarded by our likeminded type-S team & leadership.

Jonathan

Director, Customer Operations

What are LiveRamp Perks + Benefits

Diversity
Highly diverse management team
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
LiveRamp employees can contribute up to $2,700 annually to their FSA, and up to $5,000 per household.
Disability Insurance
Short-term disability insurance pays a benefit equal to 100% or 60% depending on years of service and length of disability. LTD pays a benefit equal to 60% of pay, up to a maximum of $15,000 per month
Dental Benefits
We offer 2 types of dental plans, both of which over 100% of preventative care. The basic plan has an annual benefit maximum of $1,500 per person and the major plan has a maximum of $2,000 per person.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with allowances up to $170 for glasses ($200 for featured frames) and $130 for contact lenses.
Health Insurance Benefits
LiveRamp offers you a choice 3-4 of medical plan options. Our medical plans are designed to help keep you healthy and also assist you in times of illness or unexpected injury.
Life Insurance
Life insurance is equal to 2 times an employee's annual salary, up to $500,000.
Pet Insurance
Our pet insurance policy reimburses up to 90% of out of pocket expenses.
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
LiveRamp provides employees with a 401(k) matching plan managed by T. Rowe Price. We match 100% of contributions up to 6% of an employee's annual gross pay.
Employee Stock Purchase Plan
LiveRampers can purchase RAMP stock at a 15% discount each month. You may participate through convenient payroll deductions and contribute 10% from each paycheck (post-tax).
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
The Bright Horizons Family Solutions program offers your family high-quality back-up child and adult/elder care, plus access to regular caregivers, pet care, tuition discounts, & more.
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary and secondary caretaker.
Flexible Work Schedule
Based on your team, LiveRampers can enjoy flexible work scheduled such as start and end times, and remote work opportunities.
Family Medical Leave
Adoption Assistance
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Professional Development Benefits
Tuition Reimbursement
We will reimburse you up to $5,250 per year for courses leading to a graduate or undergraduate degree related to your LiveRamp job role or based on LiveRamp’s business needs.
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