Director of Customer Experience and Special Projects

3 weeks ago


San Francisco CA, United States Abnormal Security Full time
Job Description

Job Description

About You

  • As the Director of Customer Experience and Special Projects, you will play a pivotal role in shaping the future of our customer engagement strategy. Your primary responsibilities will involve creating a comprehensive digital Customer Success program, leading special projects that drive our strategic objectives, and focusing on retention, landing, and expansion efforts within our top 10% of global accounts. This role requires a dynamic leader who can innovate in the digital space, manage complex projects, and develop strategies to deepen relationships with our most valuable clients.
In this job, you will bring these skills
  • Expertise in guiding teams to successfully renew or expand platform adoption; Proficiency in developing use cases/solutions with a robust background in the enterprise sector, collaborating with Global 2000, Fortune 500, and Fortune 50 clients.
  • Demonstrated success in developing and implementing digital customer engagement strategies and programs.
  • Experience in managing top-tier accounts, with a focus on retention and expansion.
  • Over 10 years of managerial experience in Customer Success, Account Management, Technical Account Management, or similar fields within a global SaaS B2B technology, SaaS, or enterprise software company
  • Possessing keen analytical abilities and a talent for turning both numerical and descriptive data into strategic actions
  • Skilled in leading change management and enhancing business processes for optimization.
  • Proficient in steering both automated and personalized customer interaction strategies towards success, inclusive of resolving customer concerns and managing escalations.
  • Proven track record in creating and executing effective procedures - Builder type
  • Willingness and ability to operate in a fast-paced, dynamic and high growth technology environment
  • Having led Partner Success teams is a BIG plus. Experience working with MSPs/MSSPs is a requirement.
  • Strong leadership and team-building skills, with the ability to inspire and guide teams towards achieving strategic objectives
  • Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization
  • Ability to travel based on customer and business needs (est. around 25%)
Role Responsibilities + Deliverables

This position will be responsible for 3 main areas of responsibility:

  • Digital Customer Success: Design and implement a state-of-the-art digital Customer Success program that enhances our engagement model, leveraging AI technology to scale our efforts and drive meaningful outcomes for our customers

  • Customer Experience: Own the Retention and Expansion of our Top Accounts: Focus on nurturing and growing our top 10% of global accounts. Develop and execute account-specific strategies to not only retain but also expand our footprint through upselling and cross-selling initiatives, ensuring these key accounts receive exceptional value and service

  • Special Projects: Take charge of special projects that are critical to our strategic goals. This could range from implementing new technologies, entering new markets, or developing unique partnerships. You will oversee these projects from conception through to execution, ensuring they align with our overarching business objectives

  • Cross-functional Collaboration: Work closely with sales, marketing, product, and support teams to ensure a cohesive customer journey and to leverage insights across the organization for program and project enhancements

  • Team Leadership and Development : Build and mentor a highly technical team dedicated to executing the Customer Success program and special projects. Foster a culture of innovation, collaboration, and continuous improvement within the team.

#LI-LM1

#J-18808-Ljbffr

  • San Francisco, United States Abnormal Security Full time

    Job DescriptionJob DescriptionAbout YouAs the Director of Customer Experience and Special Projects, you will play a pivotal role in shaping the future of our customer engagement strategy. Your primary responsibilities will involve creating a comprehensive digital Customer Success program, leading special projects that drive our strategic objectives, and...


  • San Francisco, United States Actweb Full time

    **Assistant Director of Customer Experience** ** San Francisco Full Time** **Job Details** **Assistant Director of Customer Experience** CLS TS Transportation Services Full Time 64483BR Job Summary The Department of Transportation Services at the University of California, San Francisco (UCSF) provides essential transit, parking, and commuter services that...


  • San Francisco, United States Everlane Full time

    **Director of Customer Experience** at Everlane San Francisco, CA At Everlane, we want the right choice to be as easy as putting on a great T-shirt. Thats why we partner with ethical factories around the world. Work with high quality and more sustainably sourced materials. And share the actual cost of every product we make. But theres a lot more work to be...


  • San Francisco, United States CannonDesign Full time

    CannonDesign has an exciting opportunity for a Project Technical Director based in our San Francisco office. Take a look at the description below. If you think your skills and experience make you a good match for this position, we'd love to hear from you. We're looking for creative, curious, empathetic people to join our Living-Centered Design...


  • San Francisco, California, United States City and County of San Francisco Full time

    Job Description The Assistant Director (aka Deputy Managing Director of the Real Estate Division) assists the Director of Property as provided under Chapter 23 of the Administrative Code and is charged with administration, management and supervising the division’s  operations; developing, coordinating, originating and executing policies and procedures;...

  • Project Director

    4 weeks ago


    San Francisco, United States BAKER PLACES Full time

    Job DescriptionJob DescriptionPRC Baker Places is a non-profit residential treatment agency that has provided the San Francisco community with alternatives to institutional care since 1964. Our direct care professionals provide counseling and case management services to previously homeless adults living with co-occurring diagnoses of chronic mental illness...


  • San Francisco, CA, United States Akqa Full time

    At AKQA, we believe in the imaginative application of art and science to create beautiful ideas, products and services. With an entrepreneurial and collaborative approach, we design adaptive digital services and applications that capture the imagination, delivering impressive returns for our clients.A champion for excellence and enduring client...

  • Development Director

    3 weeks ago


    San Francisco, California, United States ST VINCENT DE PAUL SOCIETY OF SAN FRANCISCO Full time

    Life changing workWelcoming staff * Generous benefits * Advancement opportunitiesJoin the St. Vincent de Paul Society of San Francisco and be part of the solution to break the cycles of homelessness and domestic violence in San FranciscoSt. Vincent de Paul Society of San Francisco operates the Multi-Service Center - Northern California's largest homeless...

  • Development Director

    3 weeks ago


    San Francisco, California, United States ST VINCENT DE PAUL SOCIETY OF SAN FRANCISCO Full time

    Life changing workWelcoming staff * Generous benefits * Advancement opportunitiesJoin the St. Vincent de Paul Society of San Francisco and be part of the solution to break the cycles of homelessness and domestic violence in San FranciscoSt. Vincent de Paul Society of San Francisco operates the Multi-Service Center - Northern California's largest homeless...

  • Development Director

    4 weeks ago


    San Francisco, California, United States ST VINCENT DE PAUL SOCIETY OF SAN FRANCISCO Full time

    Life changing work* Welcoming staff * Generous benefits * Advancement opportunities Join the St. Vincent de Paul Society of San Francisco and be part of the solution to break the cycles of homelessness and domestic violence in San Francisco. . St. Vincent de Paul Society of San Francisco operates the Multi-Service Center - Northern California's largest...


  • San Francisco, United States Withpersona Full time

    **Customer experience associate** San Francisco / Customer Success Customer experience / Full time At Persona, we're building the first universal and comprehensive identity infrastructure to help businesses of all sizes better serve and protect their customers' identities. Our identity platform enables businesses to securely collect and manage their...


  • San Francisco, United States Genuine-People.com Full time

    Here at Genuine-People.com, customer experience is very important and we strive to provide quality service to all of our customers. Every decision is made with the intention of exceeding customer expectations. The role consists of handling all aspects of the customer experience department. As a member of the team, you will be the connection between the...


  • San Francisco, United States Genuine-People.com Full time

    Here at Genuine-People.com, customer experience is very important and we strive to provide quality service to all of our customers. Every decision is made with the intention of exceeding customer expectations. The role consists of handling all aspects of the customer experience department. As a member of the team, you will be the connection between the...


  • San Francisco, United States University of San Francisco Full time

    **Director of Development, Major Gifts** **University of San Francisco** **R0009237** **USF Hilltop Campus** **Job Title**: Director of Development, Major Gifts **Job Summary**: The University of San Francisco is in the second year of its most ambitious fundraising campaign. The USF Campaign has a $500M goal that will vastly enhance the University's...


  • San Francisco, United States Air Canada Full time

    Provide customer service/experience Check in Passengers, issue boarding pass, seat selection and verify immigration documentation Check in baggage - ensure Company regulations regarding size/weight are complied with collect excess charges Make reserv Customer Experience, Specialist, Passenger, Reservations, Customer Service, Operations, Retail, Airline


  • San Francisco, California, United States City and County of San Francisco Full time

    Job Description Under the direction of the Chief Deputy Director, the Deputy Director for Planning, Performance & Strategy will lead a team that anticipates and prepares the Agency to meet future needs and guides equity-driven and data-informed decision making intended to improve outcomes for people experiencing homelessness.  The three core components of...


  • San Francisco, United States Benepass Full time

    **Customer Experience Associate** at Benepass Remote **Benepass** **Who We Are** Benepass is remote-first team making benefits magical. At Benepass, we believe that the future of employer benefits is flexibility. Benepass supports thousands of global employees in 30 countries and counting. Were backed by leading VCs including Gradient (Googles AI venture...


  • San Francisco, United States Air Canada Full time

    Location: San Francisco, CA, United States (Onsite) Starting Salary: $22.47/hour Branch: Airports North America Category: Unionized (IBT) Being part of Air Canada is to become part of an iconic Canadian symbol. Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Let your career take flight by joining our diverse...


  • San Antonio, United States KIPP Texas Public Schools Full time

    Job DescriptionAs a leader on the Academic Programs team, the KIPP Texas Managing Director of Special Populations plays a crucial role in ensuring KIPP realizes its mission through supporting schools and regions by providing high quality and inclusive educational programs. The Managing Director will lead the strategic direction for KIPP Texas Special...


  • San Antonio, United States Archdiocese of San Antonio Full time

    Job Type Full-timeDescription Mission: The mission of Catholic Charities is to provide for the needs of our community through selfless service under the sign of love. Works Hours: 8:30 a.m. - 5:00 p.m., evenings and weekends as needed. Workdays: Monday - Friday Location: 202 W French Pl, San Antonio, Tx, 78212 Summary:The primary responsibility of the...