Director, Customer Experience

3 months ago

Pleasanton, United States Mineral Full time

**Director, Customer Experience**

Pleasanton, CA / Marketing Product Marketing / Regular Full Time Every small business journey is different, filled with its own twists and turns. Mineral is with them every step of the way, taking the guesswork out of HR and compliance so that theyre always ready for whatever lies ahead.

Mineral brings together the best of two HR and compliance powerhouses: ThinkHR and Mammoth. By combining certified HR experts with tech-enabled tools, Mineral takes the guesswork out of HR. Our innovative platform is a one-stop resource for small businesses, filled with everything they need to tackle even the trickiest workplace issues with confidence.

Humble brag alert: Mineral has been consistently recognized for our award-winning culture, and were especially proud of our 2020 Great places to Work certification. Simply put, Mineral is a place where people want to be, which could explain why weve also been ranked among the nations fastest-growing private companies.

As a company, Mineral is also made up of incredibly diverse, vibrant individuals, working together for the greater good. Were here to help our clients build healthy, thriving organizations, and were looking for some like-minded people to help us do it.

In this role, you will foster an environment of innovation and customer obsession to deliver measurable business results. You will do this by gathering customer feedback and insights at scale, designing and bringing to life the optimal journey throughout the customer lifecycle, and driving customer engagement to increase retention, cross-sell, up-sell, and referrals.

Your passion for delivering meaningful insights, continuous improvement and driving accountability will help make us even more critical to our customers. You will help drive achievement of goals for customer adoption, usage, and satisfaction with our products and services as well as our impact measured through Net Promoter Score (NPS).

You will be a senior representative of Mineral to customers, prospective customers, and the wider community. Together with the Product Management, Marketing, Sales, Engineering, Advisory and Support teams, you will drive cross-functional collaboration to ensure positive customer outcomes.

+ Develop the customer experience vision, standards, roadmap and optimal customer journey that drive engagement, retention, loyalty and growth.

+ Facilitate cross-functional work required to deliver an extraordinary customer experience, by identifying, prioritizing, and leading initiatives that deliver on our customer experience roadmap.

+ Build a direct and meaningful Voice of Customer (VOC) program that listens across multiple channels and allows us to drive continuous improvement of the customer journey across all areas including in product.

+ Contribute to the overall product roadmap/vision by providing a deep understanding of client needs throughout their lifecycle.

+ Identify, analyze, measure, and achieve KPI targets for customer engagement and impact, ensuring they bring value to meet company objectives, including industry trends and risks.

+ Perform other duties as assigned.

**Experience, Skills, Abilities, Education, and Certifications**

+ Bachelor's Degree in Business or related subject area required. Masters degree preferred.

+ 10+ years of experience in Customer Experience/Success for SaaS business, Product Marketing/Management.

+ Consistently demonstrated success driving customer engagement and experience that ties to the brand and product vision.

+ Excellent analytical and quantitative skills; ability to use data and metrics to evaluate, report and deliver on defined outcomes.

+ Extensive project management experience and a record of success leading cross-functional teams focused on customer results.

+ Cross-functional leadership experience partnering to influence different functions at all levels.

+ Excellent presentation skills to both internal and external audiences.

+ Self-starter who thrives under ambiguity in a fast-paced environment.

+ Strong technical skills and has comprehensive understanding of how technology drives business value.

+ HR technology or legal compliance domain knowledge is desirable, but not required.

+ Experience working with channel partners.

**Benefits and Perks** Generous medical, dental, and vision insurance coverage 401k + company match Flexible PTO + Company Holidays Corporate Bonus Program Paid Family Leave Other market competitive perks and benefits **Equal opportunities, accessibility for all** Mineral values diversity and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mineral are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic.

Were also committed to providing reasonable accommodations for qualified applicants with disabilities in our job application and recruitment process. If you need assistance or an accommodation, dont hesitate to reach out to us at careers@trustmineral.com

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