Unwavering Support for Our Customers on Every Step of the Journey

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We know firsthand that when an organization decides to embark on the journey to select a tax technology solution like Vertex offers, they need to create alignment between the tax and IT departments throughout the sales process, during implementation, and as the new technology becomes integrated into the day-to-day operations. What can’t be overlooked is the importance of ongoing support and a true partnership with your technology provider to enable sustained, long-term success. 

The Vertex Global Support team strives to provide the highest levels of support to create an exceptional experience for our customers at every stage of their relationship with Vertex. And while I am certainly proud of the team, that service level is being recognized beyond our team by achieving Support Center Certification from the Help Desk Institute (HDI). I’m proud that Vertex is the only provider in the tax technology space to have earned this honor. And it’s the second time we’ve accomplished this goal! 

For background, HDI is a global professional association for technical service and support professionals and the premier certification body for the industry.  Support Center Certification requires an extensive evaluation process that fully engages management and staff, as well as select customers to share their input on the topics of leadership, strategy and policy, people management, resources, people satisfaction results, customer satisfaction, performance results, and the heavier weighted process and procedure. 

While the process is extensive, the information generated by the interview/survey process creates benefits that include:  

  • Uniting management and service teams around a common mission to create greater efficiencies. 
  • Demonstrating our commitment to providing a differentiated, quality service for our customers. 
  • Reinforcing the Vertex corporate culture and our dedication to employee training, career development, recognition, and productivity.

This honor reflects our commitment to continuous improvement and also affirms that the customer-centric strategy and vision meets the high standards set by the organization internationally recognized for best practices in customer support.  

Blog Author

Kate Shields: Chief Customer Officer at Vertex Inc. Vertex delivers the world’s most valued tax solutions for companies to connect, transact, and comply while growing their business.

Kate Shields

Chief Customer Officer

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As Chief Customer Officer, Kate Shields leads customer experience, including customer success, support, and enablement. Kate provides leadership and guidance to the organization to ensure that the customer is at the center of all strategic decisions and is focused on driving growth, retention, and customer satisfaction.

Since joining Vertex in 2013, she has held several business and marketing leadership roles, including head of cloud line of business. Kate holds a B.S. in Management Information Systems and an MBA with a concentration in Marketing from Saint Joseph’s University.