Director of Customer Experience

4 months ago


Jersey City, United States goTenna Full time

goTenna Director of Customer Experience Location: Jersey City, New Jersey Job Description: The Director of Customer Experience is responsible for the management and success of the Customer Experience Team. This team manages the technical aspects of our company’s relationship with customers that use our products, including Public Safety organizations, military, and federal government agencies. Your team will provide accurate technical service and support before and after the point of sale, ensuring customer satisfaction throughout the customer journey. Primary Responsibilities: Develop internal processes, tactics, techniques, and procedures related to customer experience management. Manage the implementation of best practices and industry standards for customer experience management. Ensure the team is optimized and meeting objectives related to post-sales customer satisfaction. Manage and execute a comprehensive customer experience strategy that aligns with the company's goals. Provide regular feedback to managers and employees to support continuous improvement. Oversee the direction and operations of the CX organization. Engage with customers during complex sales to provide technical expertise. Support business development activities, including RFPs and trade shows. Collaborate with the leadership team to develop training programs for employees. Monitor and answer support requests relating to all goTenna products. Report major trends in current use cases, issues, and opportunities to the VP of Customer Experience. Ensure compliance with all regulatory requirements. Required Qualifications: 5+ years of professional experience, preferably in a Public Safety or Military organization. 5+ years of management experience. Solid technical background with hands-on experience in digital technologies. Exceptional organizational, presentation, and communication skills. Proven track record of developing successful customer experience strategies. Experience with CRM tools and ticketing systems such as Salesforce. A highly motivated self-starter with outstanding planning skills. A strategic thinker with a data-driven approach to decision-making. Preferred Experience: Experience leading a team of technical support personnel. Bachelor’s degree in a relevant field. Operational military experience. An active security clearance or the ability to obtain one. goTenna is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, gender, age, or disability status. Benefits: Equity, 401(k) plan, Unlimited PTO, Medical, Dental, Vision insurance, and more. #J-18808-Ljbffr



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