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VP Customer Experience

ExecuNet Sandy, UT Full Time
LOCATION
Sandy, UT
POSTED
33 days ago

Full Job Description

The Opportunity

We are looking for a VP of Customer Experience. Reporting directly to the CEO, your mission is to ensure the consistent, efficient, and timely delivery of an excellent customer experience across all post-sales, customer-facing services teams including Product Customer Support, Product Technical Specialists, Product Onboarding, Documentation and Training.

If you are intellectually curious with a proven track record delivering on strategic business initiatives, driving program management, and communicating cross functional objectives, this is the place where you can have an impact and leave an imprint.

Responsibilities:

Drive Customer Success Outcomes:

  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Drive new business growth through greater advocacy and reference-ability
  • Define and Optimize Customer Lifecycle
  • Map customer journey
  • Develop listening points in journey (e.g., usage, satisfaction, etc.)
  • Standardize interventions for each point in journey
  • Identify opportunities for continuous improvement
  • Learn from best practices in industry

Manage Customer Experience Activities

  • Onboarding
  • Training
  • Customer Support
  • Customer Success Management
  • Advocacy

Measure Effectiveness of Customer Success

  • Define operational metrics for team
  • Establish system for tracking metrics
  • Create cadence for review within team
  • Expose subset of metrics to executive team, company and board

Inspire Customer Success Across Company

  • Create company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer

Required Experience/Skills:

  • 15+ years' experience in leading customer-facing organizations with a proven track record with a software as a service (SaaS) company.
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Experience with customers whose average sales price (ASP) for products purchased is less than $5K preferred
  • Previous P&L responsibility preferred
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills
  • Relevant Bachelor 's degree