divh2Vice President Of Client Support/h2pIllumia empowers education, healthcare, and corporate enterprises with secure, intelligent technology that streamlines operations and enriches experiences for everyone they serve. Formed by the merger of Transact and CBORD, Illumia is a portfolio company of Roper Technologies serving more than 1,750 client institutions across higher education, healthcare, corporate, and senior living markets./ppIllumia serves over 12 million students, facilitates over $58 billion in transactions annually, and connects more than 1,100 colleges and universities through over 300 technology and integration partners. We operate across three business units Campus ID and Commerce, Integrated Payments, and Healthcare with a portfolio spanning campus identity and access, commerce and payments, food and nutrition management, and data analytics. Illumia operates at the intersection of institutional technology and regulated financial services./ppOur values are Authenticity, Responsibility, Passion, and Excellence. At Illumia, we believe diverse perspectives make us stronger as a team and as a technology partner. We are committed to building an inclusive workplace where people of all backgrounds feel valued, respected, and empowered to do their best work./ppThe Vice President of Client Support is a member of Illumias operational leadership team, reporting to the COO. Customer support is both a cost center and a competitive signal and Illumias customers have long-standing relationships with the company and high expectations for responsiveness. This role exists to ensure that support is a differentiator, not a reactive cost center: a reason customers renew, not a source of escalation./ppThis is not a steady-state leadership role. Illumia is completing the operational unification of Transact and CBORD into a single, high-performing $600M software company. The support organization carries the weight of that history two legacy cultures, two toolsets, and two sets of client expectations. The VP of Client Support is responsible for building the unified, high-performing support function that One Illumia requires: consistent standards, AI-enabled workflows, and a leadership team developed to carry the organization forward./ppThe COOs first-year mandate includes establishing support SLAs, driving generative AI adoption across the function, and making support a measurably better experience for Illumias clients. This leader owns the execution of that mandate./ppResponsibilities:/pulliSupport Strategy Performance/liliAI-Enabled Support Transformation/liliLeadership Team Development Succession/liliOperational Excellence Reporting/liliCross-Functional Partnership/li/ulpKey Areas Of Focus:/polliEstablish SLAs and Make Them Visible/liliLead the AI Transformation in Support/liliBuild the Leadership Team Support Deserves/liliRestore Operational Transparency/liliBe the Standard-Bearer for the Client Experience/li/olpQualifications:/pulliBachelors degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience/liliMasters degree or MBA (preferred)/lili12+ years leading client support or service operations, with at least 5 years in a VP-level or senior director role managing large, distributed teams/liliDemonstrated experience serving clients in higher education, healthcare, corporate enterprises, or other complex, mission-critical environments/liliProven track record implementing generative and agentic AI tools including intelligent ticketing, virtual assistants, and automated triage with measurable improvement in support efficiency, quality, and client satisfaction/liliDeep expertise in support best practices, including tiered service models, knowledge-centered service (KCS), omnichannel delivery, SLA management, and emerging AI-enabled support tools/liliExceptional coaching and mentoring skills with a track record of developing leaders at all levels, including managing through organizational change and addressing underperformance directly/liliStrong data orientation able to build and use reporting infrastructure to manage operations and communicate performance to executive leadership/liliExecutive presence and communication skills to represent client perspectives with authority across the organization/liliExperience with SaaS or enterprise technology platforms in higher education or healthcare/liliFamiliarity with FERPA, HIPAA, or relevant compliance frameworks/liliCertifications in customer experience or service management (e.g., ITIL, HDI)/liliExperience leading support organizations through post-merger integration/li/ulpLeadership Qualities:/pullistrongHumble:/strong They lack excessive ego or concerns about status. The right leaders for Illumia dont need to own the spotlight they share credit, define success collectively, and are quick to elevate the contributions of others. This is a company still writing its story. The leaders who thrive here find energy in building something together, not in being recognized as the smartest person in the room./lilistrongHungry:/strong They are always looking for more more things to do, more to learn, more responsibility to take on. We are not looking for caretakers. We are looking for leaders who are restless about whats possible, self-motivated to close the gap between where we are today and where we need to be, and who are already thinking about the next opportunity before anyone asks./lilistrongSmart:/strong They have common sense about people, dealing with others in the most effective way, and picking up on the needs and feelings of others. At Illumia, our leaders must operate across a complex, distributed organization spanning multiple product lines, two legacy cultures, and thousands of customers with competing priorities. Technical skills matter, but the ability to read a room, build trust across functions, and bring people along is what separates a great leader from one who burns the organization out./li/ulpWhat You Get When You Join:/pulliFlexible time off including paid holidays and volunteer time/liliRobust health, dental, and vision insurance plans on your first day of employment/liliComprehensive employee assistance program (EAP)/liliEmployer-paid life insurance, ADD, short-term and long-term disability insurance/liliFlexible spending account (FSA) or health savings account (HSA)/liliMatched 401(k)/liliEmployee stock purchase plan/li/ulpBase salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions./p/div