Director of Customer Experience

1 week ago


Bryan, United States JBKnowledge Full time

**DIRECTOR OF CUSTOMER EXPERIENCE**

As the Director of Customer Experience, you are an integral part of the customers journey and will develop, drive and scale multi-channel support for SmartCompliance. You will oversee the Customer Experience organization that encompass Customer Support, Customer Success, and Full Service teams.

**LOCATION:** Bryan, TX

ROLE

Success:

* Create and implement processes and best practices to ensure customer success.

* Hire, train and manage a team of customer success managers.

* Work with the implementation team to improve customer onboarding, understand success goals and manage the customer through the lifecycle of the contract.

* Increase customer satisfaction and reduce churn with frequent customer touchpoints across multiple channels.

* Have an excellent understanding of all the software products that the company offers.

* Help educate the customer on additional product offerings by the company.

* Conduct product training and new release webinars for customers.

Support:

* Manage and respond to all inbound customer inquiries in a timely fashion through all channels that may include email, chat, and phone.

* Collect customer feedback; synthesize, analyze and develop reporting to share with broader product, operations and engineering teams; Create custom reports, dashboards as needed.

* Represent the voice of the customer in department meetings, sharing pertinent feedback and discussing solutions to resolve customer issues.

* Handle escalated customer complaints efficiently with tact and good judgment.

* Work with product teams to develop comprehensive FAQs and update based on customer feedback and reported issues.


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