Director of Customer Experience MarketLive
THIS JOB HAS EXPIRED MarketLive is seeking a Director of Customer Experience to be responsible for our end-to-end support business. This role reports directly to the EVP of Client Services. Key performance indicators include customer satisfaction (net promoter score), retention/renewal and referenceability; support business profitability; support work request backlog and aging; support developer productivity; support quality; per client/site cost of support; per client cost of upgrades; and upgrade quality.
The Director of Customer Experience will lead transformational change and ongoing strategic improvement initiatives in the support business while managing daily operations focused on clearly defined KPIs. We are seeking someone with clear leadership qualities and directly relevant previous experience including: support process reengineering and change management experience in a high technology, SaaS customer support environment.
This role will have an onshore/offshore Support Development organization, an onshore/offshore platform release upgrade organization and Customer Success Manager resources as direct reports. Total team size is approximately 40.
? Develop, plan and manage a strategic transformation program to take customer satisfaction, quality, profitability and productivity across the support business to a new level.
? Act as executive point-of-contact for customer related issues
? Hire, manage, coach and develop team of Customer Success Managers. Provide ongoing guidance and coaching to team members.
? Hire, manage, coach and develop Support Development team including managing and strengthening 3rd party vendor relationships. Provide ongoing guidance and coaching to team members.
? Hire, manage, coach and develop Platform Release Upgrade team including managing and strengthening 3rd party vendor relationships. Provide ongoing guidance and coaching to team members.
? Prioritize workload across team, and ensure team is right sized for success.
? Coordinate tight communication with cross-functional teams across the company. Partner closely with sales organization on account strategy and account deliverables. Partner closely with operations to ensure effective service delivery.
? Maintain visibility across all accounts and ensure successful, effective, and timely execution of all deliverables and compliance with contractual commitments.
? Deeply understand customer satisfaction survey feedback and drivers and coordinate initiatives for consistent improvement including account planning and quarterly business reviews where applicable. Ensure satisfaction and quality targets are achieved across all accounts.
? Maintain effective systems, tools, and processes for the Customer Support function.
? Develop strong relationships with key executives and single points of contacts at each customer organization
? Provide data and reporting, and review progress with customers on an ongoing basis. Ensure entire Support team is meeting account milestones and targets.
? Coordinate any training and onsite support necessary/requested by customers across all accounts. Deliver training and implementation support where required.
? Provide ?subject matter expertise? and general support for sales initiatives, product initiatives and RFP
? 10-12 years of professional services leadership experience with a track record of transforming support organizations for improved success and growth in a SaaS technology environment
Minimum of 5 years of customer success / account management experience
Minimum of 5 years SaaS technology support domain expertise
Minimum of 8 years of support team management / leadership experience with total team size > 20
? Proven success in client management/account management ? particularly in the eCommerce domain with mid-market retailers and large brands
? Passion for delighting customers and service excellence
? Strong team management & development skills including leading cross-functional teams
? Excellent communication skills; excellent writer, verbal, presentation and follow up skills
? Experience with developing, planning and leading organizational change programs
? Organized, detail oriented
? Big picture, strategic thinker
? Flexible, adaptable, easily handle (and enjoy) constantly changing priorities; able to work well with ambiguity
? Strong work ethic and desire for excellence; Possess a sense of urgency
? Strong track record of exceeding customer expectations through seamless execution of identified action plans
||625 Second Street |
Petaluma, CA 94952
THIS JOB HAS EXPIRED