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Head of Customer Experience

2 months ago

New York NY United States Visitt Full time

Visitt is seeking a dynamic and experienced Head of Customer Experience to lead our growing team. In this critical role, you will oversee client onboarding, project delivery, and service quality, while managing and developing a global team of professionals. Your ability to build strong client relationships, drive improvements based on feedback, and align customer success strategies with company goals will be vital to our continued growth.

What you will be doing

  • Lead the customer journey from onboarding to renewal by developing and implementing the Customer Success strategy. Ensure a seamless experience, drive retention and satisfaction, identify growth and upsell opportunities, and contribute to overall revenue growth.
  • Manage global teams of professionals, ensuring high performance and effective service delivery. This includes mentoring, coaching, training and developing team members.
  • Establish robust foundations for strong client relationships through a comprehensive understanding of their unique needs, an efficient and streamlined onboarding process, and a consistent commitment to professionalism in all service delivery.
  • Drive the development and enhancement of services based on client feedback and market trends, while ensuring team-delivered services meet internal standards and client expectations.
  • Use data to inform decisions and strategies for improving onboarding processes and customer service standards.
  • Collaborate closely with cross-functional teams to ensure efficient and top-of-the-line customer service processes.
  • Create, maintain, and continually improve documentation to ensure consistency and scalability as the company grows.
  • Set, monitor, and analyze key performance indicators (KPIs) to measure the success of the Customer Success strategy and drive continuous improvement.
  • Serve as the voice of the customer within the organization, advocating for customer needs in product development and service improvements.

Qualifications

  • At least 2 years of experience in a similar role with proven team-building skills.
  • Extensive customer-facing experience in a SaaS product environment.
  • Strong project management skills.
  • Proven ability in problem-solving, conflict resolution, and building strong client relationships, with excellent communication skills and the ability to clearly present complex ideas to diverse audiences.
  • Strong analytical skills; experience with data-driven decision-making and familiarity with onboarding and implementation tools.
  • Proficient in relevant software and technologies used in the industry, including support and implementation tools.
  • Comfortable in a startup environment; self-motivated, able to move quickly, adapt, and work in a fast-paced environment.
  • Proven ability to develop and execute customer success strategies that align with company goals.
  • Proven track record in mentoring, recognize strengths and fostering a positive team environment and driving collective success.
  • Flexibility to travel to Israel.