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Senior Vice President of Customer Experience

Remote
Customer Service

 

What You Will Do:

  • Leadership & Team Management: Lead, mentor, and scale the Customer Success, Customer Support and services teams to ensure that all customers receive top-notch service and support.
  • Customer Relationship Management: Develop strong relationships with key stakeholders within client organizations to ensure they're deriving maximum value from our products.
  • Strategy Development: Develop and implement strategies to maximize customer retention, upsell opportunities, and minimize churn.
  • Feedback Loop: Collaborate with the Product and Sales teams to ensure feedback from clients is channeled effectively and results in product improvements.
  • Onboarding: Oversee the customer onboarding process, ensuring it's efficient, effective, and tailored to individual customer needs.
  • Analytics: Monitor customer health metrics, NPS scores, and other relevant KPIs. Use data to drive decisions and strategies.
  • Escalation Management: Be the point of contact for any major customer issues or escalations, ensuring timely resolution and customer satisfaction.
  • Renewals and Expansion: Work closely with the sales team to drive renewals and identify upsell and cross-sell opportunities.
  • Training: Implement training programs for customers to ensure they fully utilize and understand the value of our solutions.

 

What You Will Bring:

  • Bachelor’s Degree in Business, Management, or related fields. Master’s Degree in Business or a related field preferred.
  • 10+ years of Leadership experience in customer success, account management, Pro-Services and Customer Experience or a similar role in a SaaS or tech environment.
  • Experience in AI-driven or tech companies preferred.
  • Proven track record in leading and scaling customer experience teams.
  • Exceptional interpersonal and communication skills.
  • Strong problem-solving and analytical skills.
  • Proficiency in customer success software tools.
  • Ability to handle multiple priorities in a fast-paced environment.

 

Compensation:

  • Compensation is expected to be between $250,000 - $300,000. Exact compensation may vary based on skills and location.
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