VP, Customer Support
Campus, Atlanta, GA, United States
About Illumia
Illumia 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 (NYSE: ROP) serving more than 1,750 client institutions across higher education, healthcare, corporate, and senior living markets.
Illumia 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.
Our 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.
Position Summary
The Vice President of Client Support is a member of Illumia's operational leadership team, reporting to the COO. Customer support is both a cost center and a competitive signal — and Illumia's 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.
This 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.
The COO's first-year mandate includes establishing support SLAs, driving generative AI adoption across the function, and making support a measurably better experience for Illumia's clients. This leader owns the execution of that mandate.
Responsibilities
Support Strategy & Performance
AI-Enabled Support Transformation
Leadership Team Development & Succession
Operational Excellence & Reporting
Cross-Functional Partnership
Key Areas of Focus
Establish SLAs and Make Them Visible
Lead the AI Transformation in Support
Build the Leadership Team Support Deserves
Restore Operational Transparency
Be the Standard-Bearer for the Client Experience
Qualifications
Bachelor's degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience
Master's degree or MBA (preferred)
12+ years leading client support or service operations, with at least 5 years in a VP-level or senior director role managing large, distributed teams
Demonstrated experience serving clients in higher education, healthcare, corporate enterprises, or other complex, mission-critical environments
Proven 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
Deep expertise in support best practices, including tiered service models, knowledge-centered service (KCS), omnichannel delivery, SLA management, and emerging AI-enabled support tools
Exceptional coaching and mentoring skills with a track record of developing leaders at all levels, including managing through organizational change and addressing underperformance directly
Strong data orientation — able to build and use reporting infrastructure to manage operations and communicate performance to executive leadership
Executive presence and communication skills to represent client perspectives with authority across the organization
Experience with SaaS or enterprise technology platforms in higher education or healthcare
Familiarity with FERPA, HIPAA, or relevant compliance frameworks
Certifications in customer experience or service management (e.g., ITIL, HDI)
Experience leading support organizations through post-merger integration
Leadership Qualities
Humble:
They lack excessive ego or concerns about status. The right leaders for Illumia don't 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.
Hungry:
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 what's 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.
Smart:
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.
What You Get When You Join
Flexible time off including paid holidays and volunteer time
Robust health, dental, and vision insurance plans on your first day of employment
Comprehensive employee assistance program (EAP)
Employer-paid life insurance, AD&D, short-term and long-term disability insurance
Flexible spending account (FSA) or health savings account (HSA)
Matched 401(k)
Employee stock purchase plan
Base 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.
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Illumia 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 (NYSE: ROP) serving more than 1,750 client institutions across higher education, healthcare, corporate, and senior living markets.
Illumia 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.
Our 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.
Position Summary
The Vice President of Client Support is a member of Illumia's operational leadership team, reporting to the COO. Customer support is both a cost center and a competitive signal — and Illumia's 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.
This 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.
The COO's first-year mandate includes establishing support SLAs, driving generative AI adoption across the function, and making support a measurably better experience for Illumia's clients. This leader owns the execution of that mandate.
Responsibilities
Support Strategy & Performance
AI-Enabled Support Transformation
Leadership Team Development & Succession
Operational Excellence & Reporting
Cross-Functional Partnership
Key Areas of Focus
Establish SLAs and Make Them Visible
Lead the AI Transformation in Support
Build the Leadership Team Support Deserves
Restore Operational Transparency
Be the Standard-Bearer for the Client Experience
Qualifications
Bachelor's degree in Business, Communications, Computer Science, or a related field, or equivalent professional experience
Master's degree or MBA (preferred)
12+ years leading client support or service operations, with at least 5 years in a VP-level or senior director role managing large, distributed teams
Demonstrated experience serving clients in higher education, healthcare, corporate enterprises, or other complex, mission-critical environments
Proven 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
Deep expertise in support best practices, including tiered service models, knowledge-centered service (KCS), omnichannel delivery, SLA management, and emerging AI-enabled support tools
Exceptional coaching and mentoring skills with a track record of developing leaders at all levels, including managing through organizational change and addressing underperformance directly
Strong data orientation — able to build and use reporting infrastructure to manage operations and communicate performance to executive leadership
Executive presence and communication skills to represent client perspectives with authority across the organization
Experience with SaaS or enterprise technology platforms in higher education or healthcare
Familiarity with FERPA, HIPAA, or relevant compliance frameworks
Certifications in customer experience or service management (e.g., ITIL, HDI)
Experience leading support organizations through post-merger integration
Leadership Qualities
Humble:
They lack excessive ego or concerns about status. The right leaders for Illumia don't 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.
Hungry:
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 what's 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.
Smart:
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.
What You Get When You Join
Flexible time off including paid holidays and volunteer time
Robust health, dental, and vision insurance plans on your first day of employment
Comprehensive employee assistance program (EAP)
Employer-paid life insurance, AD&D, short-term and long-term disability insurance
Flexible spending account (FSA) or health savings account (HSA)
Matched 401(k)
Employee stock purchase plan
Base 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.
#J-18808-Ljbffr