Customer Experience Officer

2 months ago

Newtown, United States CenTrak Full time

Mission:


CenTrak, a leader in real-time location technology, seeks a visionary Customer Experience Officer (CXO) to drive service excellence and ensure seamless integration of CenTrak’s solutions into customer and partner operations. The CXO will lead the organization in achieving outstanding outcomes in customer satisfaction, operational efficiency, and strategic alignment through effective customer and partner strategies and implementation processes.



Responsibilities:

  • Establish a comprehensive customer strategy aligned with CenTrak’s vision of service excellence, resulting in a world-class onboarding experience that ensures seamless integration of solutions into customer operations.
  • Successful pre-implementation planning that accurately addresses customer needs, supported by clear and consistent communication, leading to projects completed on time and within budget.
  • Comprehensive training programs that ensure end-users are proficient, resulting in higher adoption rates and effective use of CenTrak’s solutions.
  • Proactive technical support and troubleshooting that minimizes disruptions, with post-implementation support ensuring ongoing success.
  • Accurate performance metrics and detailed reporting that provide insights into implementation success and areas for improvement.
  • A proactive and responsive customer service playbook that effectively addresses the needs of different customer sizes, partners, and use cases, ensuring both operational and communication strategies are executed flawlessly.
  • Consistent and integrated communication with customers and partners that captures feedback and insights, leading to improved products and services through effective collaboration with marketing, product, and engineering teams.
  • Comprehensive and standardized customer interaction processes that are consistently documented and followed, ensuring best practices across the organization.
  • A high-performing organization capable of delivering exceptional service, fostered by a culture of continuous improvement and customer-centricity.
  • Enhanced customer support and responsiveness by addressing feedback from high-profile customers and partners, leading to improved processes and reduced delays in issue resolution.
  • Strong collaboration across departments and effective management of customer experience, especially within the healthcare sector, leading to a unified approach to customer satisfaction.
  • Proactive identification and resolution of potential issues before they escalate, with customer feedback translated into actionable strategies that drive continuous improvement.
  • Practical and effective solutions tailored to the unique challenges of hospital operations and acute care environments, ensuring relevance and value to customers.


Qualifications:


  • A bachelor’s degree in business or related field, with an MBA preferred
  • Minimum of 10+ years of executive leadership experience in business, operations, customer delivery, or healthcare technology
  • Demonstrating a proven track record in high-growth, fast-scaling companies.
  • Significant sales/revenue growth driven by strong execution and delivery focus
  • Growth mindset and data-driven decision-making skills.
  • Effective at building high-performing teams and developing talent.
  • Balances short-term execution with long-term investment.
  • Ability to travel up to 50%, including occasional international travel, ensuring a global perspective and capability to meet customer needs.
  • Proficiency with Microsoft Office and Salesforce, enabling effective management and reporting.

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