VP of Customer Experience

🕒 il y a 13 jours

🇺🇸 États-Unis – Télétravail

💵 $231 800 - $301 200 / an

⏰ Temps Plein

🔴 Expert

💝 Support Client

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Workiva

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2008

☁️ SaaS

💸 Finance

📋 Conformité

SaaS • Finance • Compliance

Workiva est une plateforme cloud, alimentée par l'IA, qui unifie le reporting financier, la gestion des risques et de la conformité, ainsi que le reporting de durabilité. Elle permet aux équipes de connecter des données à travers les systèmes, de collaborer en temps réel, d'automatiser le reporting (y compris le balisage XBRL), et de maintenir l'auditabilité et la traçabilité pour les divulgations réglementées et les processus de certification. Workiva s'adresse aux grandes entreprises et aux équipes de finance, juridique, audit et durabilité pour accélérer le reporting, améliorer la précision et réduire les risques.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

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