Vice President Sales, Americas - Genomic Solutions
Danaher CorporationSalary not specified
Full Time
Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
TechnologyIndustries
Requirements
- 6+ years of experience in a technical support or customer service leadership role, with experience managing a technical support team
- Program management expertise: Proven track record in program or project management, specifically with experience leading the implementation of new technologies such as AI, automation, or ticketing system migrations
- Strategic mindset: Deep familiarity with CRM systems (e.g., JSM, Atlassian, Salesforce) and a strong understanding of how to leverage technology to scale support operations effectively, both regionally and internationally
- Strong communication: Exceptional communication, presentation, and negotiation skills with the ability to build trust and influence senior-level stakeholders and executives
- Proven business acumen: An understanding of how support operations impact revenue, retention, and customer lifetime value
- Leadership: Demonstrated ability to lead, motivate, and manage a diverse and high-performing team in a fast-paced environment
- Problem-solving: Excellent analytical and problem-solving skills with the ability to make sound decisions under pressure
Responsibilities
- Lead and develop: Provide leadership and mentorship to both the local and international teams, fostering a culture of ownership, continuous learning, and professional growth
- Contribute to strategy: Partner with senior leadership to define and execute the regional support strategy, ensuring alignment with global initiatives and business objectives
- Drive innovation: Lead the planning and execution of strategic programs, including the evaluation, selection, and implementation of AI and machine learning solutions to enhance support efficiency and customer self-service capabilities
- Ensure operational excellence: Oversee all technical support operations for the North American market while also partnering with APAC and EMEA leadership for a global experience, ensuring the team consistently meets and exceeds key performance indicators (KPIs) and service level agreements (SLAs)
- Collaborate cross-functionally: Act as a key liaison and advocate for the customer with internal stakeholders, including executive leadership, Product, Engineering, and Sales, to influence product roadmaps and drive resolution for complex issues
- Uplevel processes: Continuously review, optimize, and standardize support processes, procedures, and documentation to improve scalability, efficiency, and the overall customer experience
- Serve as a leader: Handle high-profile escalations and act as a senior point of contact for strategic accounts, ensuring swift and effective resolution
Skills
Customer Support
Technical Support
AI
Machine Learning
Team Leadership
Program Management
Operational Excellence
KPI Management
SLA Management
Process Optimization
Forter
Fraud prevention and identity protection services
About Forter
Forter provides a range of services designed to protect online businesses from fraud and abuse. Its offerings include identity protection to prevent unauthorized access and fraudulent purchases, fraud management that allows businesses to make instant decisions to stop fraudsters, and abuse prevention to identify unauthorized resellers and coupon abusers. Additionally, Forter focuses on payment optimization to enhance trust with banks and improve transaction conversion rates while ensuring compliance with European regulations like PSD2. The company also automates chargeback recovery to help businesses dispute and win claims. Unlike many competitors, Forter operates on a B2B model, charging businesses based on their size and transaction volume, and aims to enhance revenue protection and customer experience for online retailers.
New York City, New YorkHeadquarters
2013Year Founded
$513.6MTotal Funding
SERIES_FCompany Stage
Cybersecurity, Financial ServicesIndustries
501-1,000Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
Home Office Stipend
Unlimited Paid Time Off
Hybrid Work Options
Risks
Rising BNPL services complicate fraud detection and increase payment default risks.
Increased returns fraud challenges Forter's fraud prevention systems.
Shift to social media shopping introduces new fraud vectors for Forter to address.
Differentiation
Forter offers real-time, automated fraud prevention solutions for online merchants.
The company focuses on consumer-centric fraud prevention, enhancing customer experience and growth.
Forter's services include identity protection, fraud management, and payment optimization.
Upsides
Forter's AI enhancements improve decision capabilities, boosting fraud prevention effectiveness.
Partnerships with Shopify, Salesforce, and PwC enhance Forter's competitive positioning.
Integration with Gr4vy streamlines payments and mitigates risks for enterprise merchants.
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