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VP of Customer Experience

Company: ExecuNet
Location: Durham
Posted on: January 13, 2021

Job Description:

As the VP of Customer Experience, you will be responsible for leading our customer teams, including Customer Success and Enterprise Account Management & Retention. You will work in close partnerships with functional leaders across Product, Engineering, Marketing, Finance, Legal, and HR, as well as build and maintain key external partnerships. If you: 1) are obsessed with delivering extraordinary customer experiences; 2) wake up thinking about how to build effective processes; 3) believe in empowering businesses to compete in our connected world through brilliantly simple digital advertising, we want to talk to you.What you'll be doing:* Your objective is to create a world class enterprise customer experience that minimizes customer churn, maximizes customer retention, and expands existing account revenue* Deliver and manage world-class enterprise customer on-boarding, account management, customer service, and contract negotiation processes that scale at every point in the customer lifecycle.* Build strong relationships of trust & collaboration across internal key functions, including Sales, Product, Engineering, Finance, Legal, and Marketing.* Provide input for best practices for retention for the entire lifecycle of the enterprise customer experience including Product Development, Product Marketing, Enterprise Sales, Business Development, Legal and Finance.* Help define, evangelize and drive long-term retention strategy for our customer teams* Motivate and inspire customer teams, ensuring they are fully supported and empowered to deliver on their goals* Attract and retain top talent* Instill and drive culture and metrics focused on customer experience and service responsiveness* Manage, evaluate and improve products, processes, communications, and tools supporting customer teams* Travel to meet enterprise customers, attend launches, and oversee trainingsWhat you'll need:* 10+ years of leadership experience; experience in a SaaS business preferred* 5+ years of experience leading customer success, account management, or sales teams* Proven experience increasing customer retention* Proven ability to develop strategies, translate them into initiatives, and track successful delivery* Proven track record of building and leading organizations/teams that deliver exceptional customer experiences* Strong operational acumen, with a focus on building scalable systems that improve productivity and provide increased visibility into progress against key objectives* Experience managing large, distributed teams* A demonstrated ability to influence and drive consensus cross-functionally and at senior levels* Demonstrated ability to drive superior account management enablement and build scalable customer operations* Entrepreneurial, high-growth, B2B marketplace skills preferred* Customer retention marketing experience and familiarity with content and programmatic marketing* Experience working with Salesforce.com and marketing automation tools* A solid understanding of key performance metrics that predict customer experience and churn and ability to create analyses (with the help of data science) and derive conclusions* A network of customer experience experts to help inform, shape, and propel your strategies for customer lifecycle management

Keywords: ExecuNet, Durham , VP of Customer Experience, Other , Durham, North Carolina

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