New job VP of Customer Experience in Telangana

VP of Customer Experience

Company : Web-студия AXIOMA
Salary : Details not provided
Location : Telangana

Full Description

Mission

Our mission is to empower people to accomplish more when using screens together, and you will have a significant impact on making it possible. As the VP of Customer Experience, you will be a part of our Commercial Leadership team and lead teams that touch every aspect of the customer journey. This leadership position offers the opportunity to join a fast-growing organization and enable our teams to continue growing and maturing in their functional areas while building new capabilities for our customer-facing teams.

This position is located in New York and reports to our Chief Commercial Officer.

Outcome for the next 12 months

  • Hire, engage and retain top talent for our Customer Success, Technical Support, and Sales Engineering teams.
  • Drive positive customer experiences that create customer surprise and success.
  • Champion and leverage data sources such as the voice of customer, insights, analytics and customer journey mapping, to fully understand our customers’ experience.
  • Partner with sales and marketing leaders, product & development leaders to champion the strategy and product development that increases our customers' value.
  • Act as a Customer Experience thought leader to keep us aligned with industry norms.
  • Responsible for overseeing all Post-Sale activities (e.g., onboarding, support, services, adoption, advocacy, retention.) and outcomes (e.g., renewals, up-sell).
    • Oversee and introduce paid Support and Implementation offerings.
    • Scale our customer efforts and increase our level of automation.
    • Establish and build out our Customer Success teams in both North America and EMEA.
    • Introduce health scores and necessary tools to ensure a proactive approach to our Customer Success endeavours.
    • Build out the pre-sales function, engaging the sales engineering team, and elevating our overall implementation program for new clients.

Competences

  • Experience in a senior leadership position in customer experience.
  • Proven experience creating processes that enable a CX team to scale and deliver tangible business benefits (e.g., customer health score, CSAT & NPS improvements, etc).
  • Proven track record of building and leading customer-facing teams.
  • Good understanding and passion for technologies.
  • Demonstrable competency in strategic planning and business development.
  • Outstanding organizational and leadership abilities.
  • Aptitude in decision-making and problem-solving.
  • Working knowledge of data analysis and performance/operations metrics.

Bonus Points

  • Experience of working in entrepreneurial, high-growth environments.
  • Experience with HESaaS (Hardware Enabled SaaS) Solutions.

Benefits

  • An open culture where you can see your ideas put into action right away.
  • Competitive salary.
  • Private health insurance.
  • 401K retirement savings plan.
  • Flexible work environment and opportunity to work remotely.
  • 3 weeks vacation in the first year and 4 weeks thereafter.
  • Close collaboration with the European team.

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