Our Director of Customer Experience will lead and expand our activities of the North American Customer Success and Technical Support teams across multiple verticals industries and product solutions. Being a Customer Service Director establishes policies and procedures that produce high quality customer service delivery and that reflect industry best practices. Customer Experience Duties. Customer experience can include different things, but it really boils down to how the customer engages with your brand, and the perception they have of the company. Full-time, temporary, and part-time jobs. Project-managing and monitor the implementation process, delivering best-in-class customer service and meeting every milestone; Conduct regular In Process Reviews with customer success managers and the product/engineering team and a monthly review with senior management; Develop and implement Customer Success protocols, including 180 day Customer Review process and exit survey for lost accounts; Lead Customer Success KPI’s to analyze all aspects of customer success; report and present findings to VP of Operations and/or Senior Leadership; Establish a communication plan and a regular business rhythm for client communication; Provide thought leadership and executive escalation with clients to promote key client relationships and growth initiatives; Develop process to identify and correct customer concerns quickly; Fully understand the client’s business including: economic factors, category, organization, and specific client needs; Lead, scale, and manage a team of Customer Success Managers based in New York to service all HyperScience global customers; Liaise with Product and Engineering on identification/tracking of customer requirements; Provide weekly reporting on customers, participate in weekly sales meeting and lead a weekly customer success team meeting; Develop trusted advisor relationships with customer stakeholders and executive sponsors; Negotiate contracts and agreements (renewals and expansion deals) to maximize profit; Revenue Retention: Increase retention / reduce churn. Responsibilities. This includes liaising with other department heads to ensure all other teams contribute equally to … Career Definition of Employee Experience Managers Employee experience managers specialize in creating and maintaining a positive, rewarding work environment. Director Customer Experience jobs. Leverage your professional network, and get hired. What is customer service? customer experience strategy and take responsibility for planning, developing and managing portfolio of recruitment activities. Customer Experience Director Job Description Template. What Does a Customer Experience Manager Do? Customer Experience Specialist Job Description. As a Customer Success Manager for National Accounts, you’ll be managing a few of our Enterprise/Named clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. Page 1 of 12,517 jobs. What You'll Do. Ideally combined background of post-sale and sales experience; Hands-on experience with proposal creation and leading proposal presentations; You understand business metrics and how important it is to keep every customer satisfied and growing; Previous experience with media and marketing channels – how they are purchased, leveraged and measured to drive optimal marketing outcomes; Strong analytical skills, with previous experience with marketing analytics and attribution strategy; Advanced understanding of social media networks and social monitoring tools; Excellent communication skills, can influence and motivate both customers and internal stakeholders; Proven ability to develop executive champions at a strategic level; High emotional intelligence, including curiosity, empathy, self-awareness, and integrity; Bachelor’s degree in business, sales, marketing, or equivalent training in business or sales management. Being a Director of Customer Insights designs and implements qualitative and quantitative research projects and methodologies used to measure customer perceptions and satisfaction. Director of Customer Success Job Description Template. Job Description The opportunity: Due to growth we have a newly created Leadership opportunity for a Director of Customer Experience. Minimum 2 years in Customer Service and/or industry related experience; Strong written and verbal communication skills; Excellent facilitation skills in both one-on-one and group presentation environments; Experience in managing budgets and working with financial metrics; Deep analytical skills and ability to utilize information to identify issues and develop sound recommendations; Strong verbal and written communication skills to effectively deal with employees and various levels of management staff; Effective at leading and implementing projects with various disciplines and stakeholders; Able to efficiently solve complex problems; Strong collaboration and influence skills across multiple functions and all levels; Interpersonal skills to work effectively in a team environment and maintain a professional and positive manner. 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