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Director of Customer Experience
2 months ago
About Us:
We're Spindle, a division of Dober - We specialize in developing unique, new to the world innovations to solve our customers toughest problems.
We serve a variety of industries including automotive, pharmaceutical, commercial laundries and more. Join our innovative team and be a part of a leading innovation company dedicated to pushing the boundaries of technology to create cutting-edge solutions
About the Job:
The Director of Spindle Customer Experience will be responsible for leading and managing our Customer Success and Support teams. This role is pivotal in driving customer satisfaction, retention, and growth. The ideal candidate will have a strong background in AI and automation with a proven track record of implementing real-time metrics and strategies to optimize customer interactions and support functions.
Key Responsibilities:
The Key Responsibilities of the Director of Customer Experience can be sub-categorized as follows:
Leadership and Management:
Lead, mentor, and develop the Technical Customer Support team and Customer Success team. Direct leadership will include the entire technical support team (currently 3 team members) and the Senior Customer Success Manager (currently one team member that oversees 2 additional team members)
Foster a customer-centric culture within the teams, ensuring high levels of engagement and performance.
Collaborate with cross-functional teams to align customer experience strategies with business goals.
Customer Experience:
• Strategic Leadership and Relationship Management:
Develop strategic plans to enhance customer engagement and product adoption, ensuring customers have a strong relationship with the company.
Prepare and lead Quarterly Business Reviews with on-site meetings for larger/priority customers.
Regularly communicate and employ proactive strategies to boost customer satisfaction and loyalty.
• Operational Oversight:
Oversee the customer success team, ensuring consistent customer satisfaction from onboarding through all phases of the customer lifecycle.
Set goals and hold team members accountable for achievements.
Provide resources and encourage continued growth and development.
Lead day-to-day operations of a team of customer success managers and specialists, with direct leadership over the Senior Customer Success Manager.
• Onboarding and Educational Initiatives:
Ensure effective customer onboarding processes, helping customers fully utilize the Spindle product suite.
Oversee the creation of training sessions and educational content that facilitates the achievement of customer business objectives.
• Feedback and Continuous Improvement:
Utilize data collection and feedback mechanisms to gather customer insights, understand customer needs and challenges, and inform other departments to continuously improve company offerings.
• Retention and Revenue Growth:
Focus on customer retention strategies and identify opportunities for upselling or cross-selling within the existing customer base.
Analyze customer usage data to identify trends and opportunities for delivering additional value.
Ensure continued customer utilization of Spindle products and services, planning and overseeing re-engagement strategies as necessary.
• Team Development and Advocacy:
Build teams of customer advocates through product training, coaching, and skill development.
Ensure that the customer success team is equipped to support customers effectively and advocate for their needs internally.
• Cross-Functional Collaboration:
Establish and maintain collaborative relationships with sales, product development, support, and other customer-facing functions to ensure a cohesive approach to customer success and integrated customer experience.
Provide regular reports and insights to the VP of the division and other stakeholders.
Customer Support:
• Strategy and Execution:
Develop and execute strategies to improve customer satisfaction, retention, and growth utilizing insights into our customer’s technical support needs.
Implement AI and automation technologies to enhance customer support functions.
Ensure the delivery of real-time metrics and analytics to monitor and improve customer interactions and support services.
• Customer Support Operations:
Ensure high-quality, timely, and efficient support services.
Develop and refine support processes and workflows to improve customer outcomes.
Implement and manage support tools and platforms to streamline operations.
• Data-Driven Decision Making:
Utilize real-time metrics and analytics to inform decision-making and strategy development.
Monitor key performance indicators (KPIs) to track progress and identify areas for improvement.
Provide regular reports and insights to the VP of the division and other stakeholders.
Requirements :
Bachelor’s Degree in Business, Marketing, Communications, or a related field.
10+ years in customer success and/or account management within the technology sector.
Proven track record of leading a customer success team and demonstrating tangible improvements in customer satisfaction, retention, and account growth.
Experience in setting strategic direction and executing customer success initiatives that align with business goals.
Excellent communication and interpersonal skills, crucial for building relationships with customers and internal stakeholders at various levels within an organization.
Analytical skills to interpret customer data and performance metrics, making informed decisions to drive customer experience and business growth.
Problem-solving skills to address customer issues effectively and prevent churn.
Project management skills, including the ability to manage multiple initiatives and priorities in a dynamic environment.
Familiarity with Customer Relationship Management (CRM) tools, as well as technical support tools. Examples include Hubspot, Salesforce, ZenDesk.
A proactive approach to spotting problems, generating solutions, and managing conflict.
Capacity to adapt to rapid changes in the product and market conditions.
Robust technical background in systems, processes, and tools designed to enhance customer experiences.
Additional Role Requirements:
This role is a hybrid position, requiring 3 days per week (Tuesday, Wednesday, Thursday) in our Woodridge, IL office.
Occasional travel to customer sites, industry events and networking events.
Dober & Spindle's Purpose:
Fostering Ideas that Create Sustainable Solutions to Help Businesses Thrive
The Values that Guide Us:
You won’t find our core values stuffed in a drawer. We believe in our core values so much that they’re painted all over our walls. To ensure compatibility, we do a deep dive on one’s core values when we’re hiring or developing a new partnership. The right candidate will demonstrate and share our core values through and through. Our values:
- Amaze Our Customers- Courage to Create- Promote Team Success- Do the Right Thing- Mutual Trust & Respect- Positive Mental Attitude- Open Minded to Change
Join us at Spindle and be part of a team that is shaping the future of industrial automation through robotics and other emerging technologies We look forward to hearing from you.
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