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Director of Customer Experience

Customer Experience | Greenville, SC | Full Time

Job Description

Summary

Our team builds an enterprise-level software-as-a-service application for outpatient pediatric therapy. This position will lead all areas of customer experience including Support and Onboarding/Implementation.

Responsibilities

This position is responsible for providing our customers with an excellent experience by leading the teams that support our customers.

  • Work directly with Senior Leadership to create team specific goals that align with company-wide strategic goals
  • Establish goal metrics for sub-team staff
    • Support Specialists (Tier 1)
    • Support Specialists (Tier 2)
    • Customer Success Managers (Customer onboarding)
  • Create and execute processes for all teams that will increase productivity, promote user independence, and delight customers including:
    • Processes to ensure smooth and reliable product adoption
    • Processes to facilitate customer plan upgrades
    • Processes to facilitate an efficient and excellent customer support experience
    • Processes to reduce churn
  • Constantly evaluate and work to improve all standard processes
  • Resolve escalated customer situations

Requirements

This individual will need to be a service-driven leader who leads by example and is passionate about mentoring.  Must be extremely focused and organized with the ability to tackle and manage many parallel tasks.

Required

  • Excellent written and verbal communication skills
  • High level of organization
  • Intermediate Excel skills
  • Experience with onboarding and fostering long-term customer relationships
  • Ability to think critically and seek out ways to improve
  • Ability to read, interpret, and make actionable decisions from metrics
  • Ability to effectively motivate staff of all skill levels and personalities

Desired

  • Exposure to SaaS business models
  • Experience managing an onboarding/implementation team
  • Experience with remote customer service