Description
Head of Customer Experience
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The Head of Customer Experience is tasked with the critical role of embodying the 'customer-first' mindset within the organization. This individual will be proactive in both managing and nurturing the development of the Customer Service and Account Management teams.
The role extends beyond team oversight, encompassing the creation and implementation of robust processes that embed the philosophy of 'thinking customer' at every decision point and operational step, ensuring an exceptional and consistent customer journey throughout all interactions with our company.
- Spearhead our Customer Support Division
- Evaluate and refine our existing Customer Service and Account Management structure
- Collaborate extensively with upper management
- Cultivate our strategy for exceptional customer service experiences
- Leverage analytics to enhance our operational processes and outcomes
- Ensure consistent one-on-one meetings and goal-setting for the customer service staff and Account Management leader
- Contribute to hiring efforts, which include assessing resumes and conducting interviews both virtually and face-to-face
- Meet with clients on their premises to build rapport, gain insights, and understand their needs concerning our offerings
- Guarantee that our clients perceive the value of our service and grasp how our products cater to their specific requirements
- Adapt to a flexible work model, spending approximately three days weekly at our primary office in Farnborough
- Offer out-of-hours urgent support on a rotating schedule
- Perform additional tasks as needed or upon request
Experience
- Minimum of 4 years' experience in customer success or experience roles within a software company
- Outstanding leadership capabilities to effectively lead and manage a customer success team
- Proven ability to coach, monitor, and drive team performance with a friendly yet commanding presence
- Demonstrated experience in a fast-paced software company with the agility to manage rapidly evolving situations
- Analytical skills to assess business requirements, discern trends, and develop processes for enhanced operational efficiency
- Deep commitment to delivering exceptional customer service
- Capacity to handle a diverse and demanding workload with a proactive mindset
- Willingness to embrace and address new challenges with enthusiasm
- Proficient in managing relationships and expectations of various stakeholders
- Excellent communication skills, both in writing and verbally
- **(preferred) Familiarity with CRM and customer support tools such as Salesforce, Intercom, Xelion, Jira, and Confluence