About Our Client
Our client is more than just a learning and talent development platform; it is a catalyst for transformative growth. In a market filled with many competitors, the company recognizes that its success is tied to the success and happiness of its employees. It goes beyond the ordinary, shifting businesses from conventional, compliance-centric training to an approach that unlocks and accelerates employee potential and propels overall business growth. The platform is more than a tool; it's a commitment to creating an environment where every team member thrives.
Our client understands that happy, empowered employees are the foundation of any successful organization. They are looking for a results-driven Director of Customer Support with proven experience leading Customer Services teams. Experience with cloud-based systems, a track record of building teams, a people and customer-focused approach, and deep experience in Learning and HR technologies are critical. Above all else, you must be passionate about delivering best-in-class customer service.
About The Role
As the Director of Customer Experience, you will combine execution, management, and leadership with driving growth and adoption of the technology, boosting renewals, and gleaning strategic insights that improve the product value. You will also be managing a few of the key clients directly, by understanding their business needs and helping them achieve their goals.
Our client seeks a passionate, consultative, strategic, high-empathy leader who can vision the organization toward meeting customer expectations as it continues to move up-market. You will also lead a team of Support Engineers (Tier I and Tier II) who are responsible for supporting clients across all industries ranging from SMB to Global 1000 companies, and driving the support and troubleshooting process. You will lead the human faces behind an amazing product and will become the person customers, and support agents, rely on to get an important job done well.
Responsibilities
- Customer Journey Management
: Define and optimize the customer journey across all phases, establishing key performance indicators (KPIs) and qualitative standards to measure success.
- Team Leadership
: Lead cross-functional teams including Enterprise Success, Support, and Education, driving performance improvements and achieving a high Gross Retention Rate (GRR) and Net Retention Rate (NRR).
- Operational Excellence
: Develop and implement proactive and reactive playbooks for the customer lifecycle to enhance team performance and customer satisfaction.
- Support Team Performance
: Maintain a high satisfaction rating while ensuring service level agreements (SLAs) are consistently met.
- Churn Management
: Launch and leverage tools to develop comprehensive churn scores and reduce churn risk.
- Process Design and Implementation
: Design and implement critical processes such as success planning, onboarding, risk mitigation, and quarterly business reviews (QBRs).
- Talent Development
: Foster a culture of growth and development, supporting the advancement of team members into leadership roles.
Performance Metrics
- Maintain and improve GRR and NRR metrics across teams.
- Achieve a consistent satisfaction rating in support and education functions.
- Demonstrate significant churn reduction and risk mitigation.
- Support talent development through the successful advancement of team members.
Requirements
- Proven experience in a senior Customer Success leadership role, managing a significant ARR.
- Strong strategic and operational skills, with a track record of improving retention rates and customer satisfaction.
- Exceptional leadership and team management abilities, with experience in developing talent within the organization.
- Excellent communication and interpersonal skills, with the ability to collaborate across departments.
- Experience with customer success tools and platforms.
- 10+ years of working experience at a similar position
- Ability to prioritize, manage, and deliver short/long term objectives and strategies to achieve performance goals
Job Environment
Employees work independently from home offices. Each employee should have the capacity within their home to set up a work environment or office. The company provides a computer, phone stipend and office supplies for all employees.
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”