Customer Experience Management Director
This role oversees the customer experience department and all teams within. This position involves creating a strategy or strategies for improving the customer experience and always being one step ahead. We are searching for an excellent storyteller. If you are obsessed about improving customer experience, partnering with other teams to ensure alignment and work on innovative ways to solve problems. You constantly find yourself acting, speaking and asking on behalf of the customer, keep reading This job is for you! This role supports one of the most crucial strategic pillars. Your goal is to create multiple ongoing strategies for anticipating and meeting customer needs. Engage and be a support to multiple partners when designing any customer impacting workstreams, projects, programs, releases, communications and more. This role along with support teams will inform the organization of any trends, recommendations and changes that might translate into higher NRR, loyalty and reduce churn. Your Area of Focus Oversee our Voice of the Customer program that includes NPS, CSAT, KLAS, and other data assets Hold customer focus groups and research initiatives to support product, operations, and R&D Partner with analytics team creating meaningful actions across the enterprise from the data Implementing change that anticipates and addresses customer questions, needs, and complaints Segmenting customers and audiences into meaningful groups Supporting customer facing teams across the enterprise Oversee and help develop program strategies to increase customer loyalty, NRR and lower Churn Sponsor the implementation of product updates that continually drive customer satisfaction and best outcomes Align the greater organization and Executive teams on vision, approach, status and outcomes around program initiatives and business improvement needs. Use customer journey mapping framework to help drive business decisions and objectives Help ensure every cross functional partner understands the friction and pain-points of the customer and help to remove Conduct alignment and read out sessions with stakeholders and cross functional leaders Act as the advocate and owner of the CS organizational vision in all projects and initiatives for your assigned function Help uncover the scope of impact (how many customers, how much MRR is at risk, etc.) with the help of our tools, teams and data Invoke Urgency on behalf of our customers Create communication plans based on target audiences (internal, customer facing, support vs executives) Generate executive summaries of our Customer Sentiment metrics Follow up with recurring updates until the issue is resolved Manage and interact with multiple Slack rooms and virtual conference rooms Partner with all Cross-functional teams that directly and indirectly impact the Customer Journey and Experience Manage all CXM team members reporting under this pillar Design and create customer Journey Maps that represent the customer lifecycle Be involved in all Go To Market planning Advocate for our customers in all that you do Your Professional Qualifications
Experience:
3 years with customer experience management including journey mapping, customer advocacy, and VOC program Degree level:
Bachelors Customer Success runs in your veins! Excellent communication skills; written and verbal Thrives in a fast paced, high, and almost instant gratification environment Loves story telling on behalf of a customer, through feedback, data trends and experience Great networking abilities. Works well with other team cross-functional members Delivering feedback, insights and recommendations to the organization is a MUST to you! Capable of generating report summaries on a weekly, monthly and quarterly basis to share with cross-functional teams and executive audience
Salary Range:
$150K -- $200K
Minimum Qualification
SalesEstimated Salary: $20 to $28 per hour based on qualifications.
Experience:
3 years with customer experience management including journey mapping, customer advocacy, and VOC program Degree level:
Bachelors Customer Success runs in your veins! Excellent communication skills; written and verbal Thrives in a fast paced, high, and almost instant gratification environment Loves story telling on behalf of a customer, through feedback, data trends and experience Great networking abilities. Works well with other team cross-functional members Delivering feedback, insights and recommendations to the organization is a MUST to you! Capable of generating report summaries on a weekly, monthly and quarterly basis to share with cross-functional teams and executive audience
Salary Range:
$150K -- $200K
Minimum Qualification
SalesEstimated Salary: $20 to $28 per hour based on qualifications.
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