VP of Customer Experience

VP of Customer Experience

Accelerate Performance.

 

About CAI Software

 

CAI Software builds purpose-built solutions that help manufacturers, processors, and distributors accelerate performance. Our mission is to enable manufacturers to transform performance through a connected, AI-assisted ecosystem that delivers visibility, control, and continuous improvement. We bring the deep operational expertise and enterprise infrastructure to be a true long-term performance partner.

 

With 6,200+ active customers worldwide and a market-leading position in every vertical we serve, CAI combines 45+ years of industry expertise with modern AI-driven execution - helping businesses move faster, operate smarter, and perform at their peak. We work across 15+ industries and 10+ countries, guided by three values built into our name: Candor, Accountability, and Impact.

 

CAI Business Units and the Markets We Serve

CAI Software is organized into three business units: Graphic Communications, Process Manufacturing, and Discrete Manufacturing - aligned to the industries we serve. This structure keeps our teams close to customer needs while operating with the scale and support of a global software company.

 

Graphic Communications

This role is part of our Graphic Communications business unit, which serves the global print and packaging industry with ERP and production software designed for commercial printers, packaging manufacturers, promotional and transactional print providers, sign and display manufacturers, and in-plant operations. Our solutions accelerate performance by improving operational visibility, production efficiency, and profitability in complex, high-volume environments.

 

About the Role

 

CAI Software is seeking a Vice President of Customer Experience will lead every aspect of customer delivery across the Graphic Communications Business Unit. Reporting directly to the General Manager, this executive will oversee Professional Services, Customer Support, Managed Services, Customer Enablement, and Documentation. 

 

The successful candidate will grow Customer Experience as a managed business—with accountability for operational performance, commercial growth, customer retention, and service profitability. 

 

The VP will ensure adoption of standardized implementation methodologies, scalable support operations via AI and Center of Excellence resources, productized service offerings, and governance models that allow CAI to deliver enterprise-class customer experiences and maximize customer lifetime value.  

 

What You'll Do

 

Lead Customer Delivery Operations 

• Refine and lead a high-performing global post sale operating system spanning: 

• Professional Services 
• Customer Support (L1, L2 & L3) 
• Managed Services 
• Premium 24x7x365 Support Operations 
• Documentation and Customer Enablement 
• Global Center of Excellence (COE) 
• Scale consistent operating standards that enable predictable implementations, high-quality support, and operational excellence across a diverse product portfolio. 

 

Build Customer Experience as a Business 

Own Customer Experience with business-level accountability by driving: 

• Services bookings 

• Services gross margin 

• Resource utilization 

• Delivery efficiency  

• Customer satisfaction 

• Operational scalability 

Partner closely with Sales to increase service attachment rates and develop standardized service offerings that accelerate software adoption while creating recurring revenue opportunities.  Implement AI where possible to drive speed and scale.  

 

Standardize Delivery Excellence 

Evolve and scale repeatable implementation methodologies that reduce deployment risk and improve customer outcomes. 

Redefine and scale: 

• Standard deployment playbooks 

• Operational readiness checklists 

• Knowledge capture standards 

• Runbooks 

• Go-live governance 

• Escalation procedures 

• Incident management processes 

• Change control standards 

• Clear ownership transitions from implementation to support 

• Clear transitions from Sales to implementation