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DoorLoop VP Customer Experience

3 months ago

Miami, United States ASG Full time
About DoorLoop

Certified as a Great Place to Work®, DoorLoop helps property managers and owners make more money, get organized, and grow with easy-to-use, secure, and reliable all-in-one property management software. We know what it takes to build a world-class company - and it all starts with a world-class team. If you want to work with a fast growing tech startup that values transparency, feedback, and growth, DoorLoop is for you.
The Role

The Vice President of Customer Experience will play a pivotal role in DoorLoop's growth by shaping and leading our Customer Success Department (CS). This role will focus on building and implementing a strategy to deliver industry-best activation, engagement, retention and customer satisfaction metrics. Additionally, this role will be responsible for building a culture of efficiency and excellence (defined by meeting or exceeding department targets) through constant innovation, iteration and improvement.
As DoorLoop's VP of Customer Experience, you will:
  • Effectively plan, execute and report on complex, strategic and cross-functional projects that exist within and across CS, which allow DoorLoop to experience step-changes in business growth.
  • Create and implement a department strategy that enables the achievement of DoorLoop's business goals, measured by activation, engagement, retention and customer satisfaction metrics (i.e. revenue & logo churn, activation, NPS, account health, tickets/customer, etc.).
  • Collaborate with Finance/Ops/Data to create and implement a best-in-class account scoring system to identify, attract, and keep DoorLoop's most valuable customers, as well as to mitigate and prevent churn.
  • Leverage industry-best onboarding and support practices to establish customer support as a key differentiator of DoorLoop among competitors.
  • Collaborate cross-functionally with Operations, Finance and People to continuously revisit and optimize the Customer Success team's structure, tooling, and performance.
  • Attract, manage and retain best-in-class industry talent and build a culture of excellence through effective hiring, interviewing, onboarding, performance management, and ongoing training practices.
  • Maintain a scalable and effective communication cadence across your teams and department in order to inspire, motivate, and clarify expectations and changes associated with an evolving, high-growth environment.
  • Proactively and reactively communicate numerous forms of data (KPIs, leading and lagging indicators, day-to-day metrics, trends, hypotheses, etc) to the CS Team, Executive Team, project stakeholders, and across the company.
  • Make data-informed decisions on CS strategy, operations, and resource allocation using internal and external, as well as qualitative and quantitative, data sources.
  • Engage effectively in company-wide strategic planning and forecasting exercises in order to inform the best path forward for DoorLoop in order to maximize business success (defined as DoorLoop's valuation).
  • Serve as the voice of the CS team and DoorLoop customer to advocate for the needs of your department/team and implement cross-functional initiatives.
  • Serve as the face of DoorLoop's Executive Team to CS through effective and clear communication on the official strategy and vision of the business, regardless of personal belief and bias, in order to provide a coherent and unified message.
  • Effectively manage your time through ruthless prioritization; delegation and planning; building and following a coherent strategy; and developing and maintaining a world-class team.
Qualifications
  • 10+ years of total work experience, including at least 3 years in a high-growth SaaS start-up.
  • 5+ years of experience in Customer Support/Success, including 3+ years in a Customer Support/Success leadership role.
  • Proven experience as both Customer Support/Success Specialist (or equivalent) and CS manager, plus experience working on CS operations, enablement, and strategy projects.
  • Strong leadership and coaching skills with a focus on creating both a positive and high-performance Customer Support/Success culture.
  • Excellent analytical and strategic thinking capabilities, including a bias towards data-driven decisions.
  • Effective communication and collaboration skills at both the executive and team levels.

Compensation: The on-target earnings range for this position is $190-230k and is part of a competitive total rewards package including an annual bonus, employer-paid benefits, and incentive pay for eligible roles. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

Location: Miami, FL location required.