QualificationsSenior leadershipCustomer serviceMentoringSalesSaaS
Head of Customer Experience, Kustomer Responsibilities:
Owning our customer happiness via retention and growth of our existing customer base
Providing coaching and guidance to team members, helping them learn and execute on the best possible support Kustomer can offer
Partnering with sales to create and deliver a flawless transition of customers from sales to CX post-sales
Seeking out and analyzing customer feedback to drive improvement in the quality of our service and customer satisfaction
Leveraging customer feedback to identify possible improvements to our product, working closely with Tech and Product to develop and prioritize customer asks and anticipate future needs
Building and retaining your best CX team ever, while driving efficiencies in teams as they scale
Aligning processes across the customer experience organization and ensuring there is buy-in
Building strong cross-functional partnerships in all areas of CX as they interact with Product/Engineering and Sales
Defining challenging goals for the CX organization to drive rapid scaling efforts
Deeply understanding the marketplace and using that knowledge to drive strategic change and efforts within Kustomer
May involve handling sensitive personal data
In a post-COVID world, you are comfortable with traveling up to 25%
Minimum Qualifications:
10+ years of post-sales leadership experience including implementation, customer service, and support (including management of 24/7 support, offshore and contract resources)
Exhibit empathy towards customers with experience developing data driven customer insights
Strategic management experience of all facets of CX with experience scaling these teams effectively
Senior Leadership experience at a fast-growing company
Experience in the SaaS industry
Mentoring, coaching, and people development experience with the know-how to inspire their best work
Preferred Qualifications:
Extensive professional services experience
Contact center/CRM industry experience
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