Senior Vice President of Customer Experience

March 21

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Intelligent Self-Service for Banks and Credit Unions.

NLP • AI • ML • Chatbots • Artificial Intelligence

51 - 200

Description

• Leadership & Team Management: Lead, mentor, and scale the Customer Success, Customer Support and services teams to ensure that all customers receive top-notch service and support. • Customer Relationship Management: Develop strong relationships with key stakeholders within client organizations to ensure they're deriving maximum value from our products. • Strategy Development: Develop and implement strategies to maximize customer retention, upsell opportunities, and minimize churn. • Feedback Loop: Collaborate with the Product and Sales teams to ensure feedback from clients is channeled effectively and results in product improvements. • Onboarding: Oversee the customer onboarding process, ensuring it's efficient, effective, and tailored to individual customer needs. • Analytics: Monitor customer health metrics, NPS scores, and other relevant KPIs. Use data to drive decisions and strategies. • Escalation Management: Be the point of contact for any major customer issues or escalations, ensuring timely resolution and customer satisfaction. • Renewals and Expansion: Work closely with the sales team to drive renewals and identify upsell and cross-sell opportunities. • Training: Implement training programs for customers to ensure they fully utilize and understand the value of our solutions.

Requirements

• Bachelor’s Degree in Business, Management, or related fields. Master’s Degree in Business or a related field preferred. • 10+ years of Leadership experience in customer success, account management, Pro-Services, and Customer Experience or a similar role in a SaaS or tech environment. • Experience in AI-driven or tech companies preferred. • Proven track record in leading and scaling customer experience teams. • Exceptional interpersonal and communication skills. • Strong problem-solving and analytical skills. • Proficiency in customer success software tools. • Ability to handle multiple priorities in a fast-paced environment.

Benefits

• Compensation is expected to be between $250,000 - $300,000. Exact compensation may vary based on skills and location.