VP of Customer Experience

🕒 vor 11 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $231.800 - $301.200 / Jahr

⏰ Vollzeit

🔴 Experte

💝 Kundenservice

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Workiva

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 2008

☁️ SaaS

💸 Finanzen

📋 Compliance

SaaS • Finance • Compliance

Workiva ist eine cloudbasierte, KI-gestützte Plattform, die Finanzberichterstattung, Risiko- und Compliance-Management sowie Nachhaltigkeitsberichterstattung vereint. Sie ermöglicht es Teams, Daten über Systeme hinweg zu verknüpfen, in Echtzeit zusammenzuarbeiten, Berichte zu automatisieren (einschließlich XBRL-Tagging) und die Prüfbarkeit und Nachvollziehbarkeit für regulierte Offenlegungen und Prüfprozesse aufrechtzuerhalten. Workiva bedient große Unternehmen sowie Finanz-, Rechts-, Prüfungs- und Nachhaltigkeitsteams, um die Berichterstattung zu beschleunigen, die Genauigkeit zu verbessern und Risiken zu reduzieren.

Beschreibung

• Reports to: SVP Success, Support & Enablement • Lead a global, multi-tier Technical Support organization focused on high-quality, omnichannel support experiences. • Drive operational excellence through rigorous metrics (CSAT, CES, deflection, FRT, FCR, utilization, cost-to-serve). • Expand and optimize self-service and hybrid experiences, AI-assisted support workflows, and automated troubleshooting. • Oversee Customer Enablement, including onboarding programs (in partnership with VP Solution Success), learning paths, curriculum design, certification, and scalable education experiences. • Lead Field Enablement to ensure CSMs, Solution Success, Support Engineers and supporting teams are equipped with the skills, messaging, and tools to drive adoption and deliver value. • Build a digital-first experience strategy leveraging automation, in-product guidance, campaigns, webinars, and AI-powered journeys. • Partner with Product, Marketing, and Customer & Solution Success to deliver cohesive digital programs that reduce friction and accelerate time-to-value. • Lead the strategy for our online customer community—expanding user-led engagement, best practice sharing, thought leadership, and peer-to-peer problem-solving. • Oversee customer-facing communications, including release notes, product updates, incident communications, migrations, and lifecycle messaging. • Define and operationalize a unified CX operating model built on simplicity, consistency, and scale. • Develop a high-performing, diverse global team with strong leadership at all levels.

🎯 Anforderungen

• 15+ years of experience in Customer Experience, Support, Enablement, or related SaaS leadership roles. • Proven success running large-scale, multi-channel support organizations and/or digital CX programs. • Demonstrated expertise in customer education, learning design, and field readiness. • Experience building and scaling thriving online communities. • Strong background in customer communications, ideally in SaaS or complex product environments. • Deep understanding of digital engagement, automation, AI-powered support, and scaled success motions. • Strong operational acumen with the ability to build processes, systems, and operating rhythms that scale. • Highly empathetic leader with excellent communication, executive presence, and cross-functional influence with Product, Engineering, Marketing and Business Technology leaders. • A passion for building simple, intuitive experiences that help customers realize value quickly.

🏖️ Vorteile

• A discretionary bonus typically paid annually • Restricted Stock Units granted at time of hire • 401(k) match and comprehensive employee benefits package