VP of Global Customer Experience

2 weeks ago

Oklahoma City, United States JRNI PTY Ltd. Full time

Implementations, Professional Services, Support

JRNI Boston, MA

Hybrid Remote

**VP of Global Customer Experience** JRNI delivers the industrys leading enterprise SaaS scheduling and queuing platform designed to optimize the customer journey through powerful personalized experiences both in-person and virtually. JRNIs platform dramatically increases customer conversions, satisfaction and loyalty while expanding interactions and managing staffing efficiency and profitability. JRNIs offerings are used by some of the worlds largest retailers and financial institutions including HSBC, USBank, Levis, Lego, and Urban Outfitters. JRNI is looking for a self-motivated and results-driven VP of Global Customer Experience to direct the strategy and execution of our Customer Implementations, Professional Services and Technical Support teams. As a member of the senior management team reporting directly to the CEO, this position will focus on delivering operational excellence and stellar customer service. Duties for the individual will include scaling the teams globally, providing cross-functional leadership, identifying new opportunities, establishing and implementing best practices, expanding career opportunities for team members, and doing what it takes to delight customers. The successful candidate should possess excellent operational and communications skills with a passion for customer experience and delivering customer outcomes. This individual will be accountable for all services and support business activities within the company, including hiring, team building, and operational efficiency while maintaining relationships with key clients, increasing customer satisfaction, and meeting overall growth objectives. The ideal candidate has had extensive experience **scaling at least one** and **leading at least two** of the following functions (or equivalent) in a global B2B SaaS company: Customer Implementations, Professional Services, Customer Success, Technical Support, or Technical Account Management. This position can be located in Boston, MA or London, UK. **Responsibilities:** * Scale and lead the three customer-facing teams responsible for Implementations, Professional Services, and Technical Support across the globe. * Formulate strategies and oversee scalable execution plans in support of business growth for JRNIs SaaS solutions, including premium support and services offerings. * Define budgetary requirements and identify and execute the management of resources and technical investments needed to support all three functions * Define strategy and execute plans to continue to grow and improve efficiencies in delivering higher customer satisfaction * Continuously identify opportunities for improvement that set-up the customer-facing organizations for long-term success * Partner with the Product and Engineering teams to ensure efficient resolution of customer issues in a timely manner * Maintain key client relationships and delight every customer **Qualifications:** * Extreme passion for improving every customers experience. * Experience scaling at least one and leading at least two of the following teams in a B2B SaaS setting: Customer Implementations, Professional Services, Customer Success, Technical Support, or Technical Account Management * 10+ years of experience with increasing levels of responsibility in a global software organization; 5+ years of experience in senior leadership/management roles, including managing and motivating other managers across multiple disciplines and global teams * Demonstrated strong leadership skills with a hands-on approach; strong desire to teach and coach a team to develop careers and deliver quality customer experiences * Demonstrated track record of delivering customer satisfaction metrics * Excellent organizational, project management, communication and inter-personal skills with both technical teams and non-technical business leaders * Ability to interact at all levels of a client organization * Demonstrated ability to innovate and be a thought leader in the customer service space If this sounds like you, wed love to hear from you Our strong, values-driven culture makes JRNI a great place to work We care deeply about the growth and happiness of every member of our team. We offer medical, dental and vision insurance plans, stock options for all employees, 401K plan, social events, generous time-off policy, personal learning days and lots more If youd like to help us drive this even further forward then please apply now Equal Opportunity Employer - We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give you a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position. **Perks & Benefits** *

**Health Insurance Programs & well-being initiatives ????** *

**Vacation, Annual Leave and other time off ????** *

**Pension Scheme (UK), SuperAnnuation (Oz) & 401K Plan (US) ?** *

**Stock Options ????** *

**Learning & Development ????** *

**Flexible working options ????** *

**Regular social and inclusivity events ????**

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