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Director of Customer Experience
وصف الوظيفة
The Director of Customer Experience plays a key role in assuring the overall success of our customers. You will manage our customer team and our support team. Your main goal will be to ensure the needs of our customers are met by reducing churn, upselling/renewals, and ensuring their success. You will help our customers move towards achieving their business priorities and digital presence goals.
المسؤوليات
- Manage the Customer Success Team and Support Team
- Ensure the needs of customers are met by reducing churn and upselling/renewals
- Ensure a smooth and successful onboarding process
- Collaborate with Product and Marketing teams on roadmap alignment
- Own and manage department budgets
- Implement processes and best practices to achieve Customer Success and Support excellence
- Manage external resources for 24/7 support
- Ensure fast response and SLA commitments are met
المؤهلات
- 8+ years of experience working with customers, preferably with software platforms
- Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization
- Experience managing teams that have supported customers
- Extensive experience with CRM software and MS Office
- Enjoy working in a fast paced, innovative, and energizing environment
- Excellent time management and organization skills
- Proven ability to prioritize work and consistency in performance
- Excellent written and communication skills
- Superior listening skills
- Ability to build trusting relationships with co-workers and customers