Chief Customer Experience Officer

1 week ago

New York, New York, United States Springwater Global Full time

Vice President of Customer Experience

Transforming the Pet Health Landscape

Springwater Global, a pioneering entity in the realm of pet wellness, is on the lookout for an innovative Vice President of Customer Experience. This role is pivotal in reshaping the pet care sector, ensuring that pet parents receive unparalleled support and solutions—from everyday wellness needs to unexpected emergencies. Our commitment is straightforward: to equip pet parents with the necessary tools, insights, and assurance to provide their pets with exceptional care.

What Makes This Team Unique

At Springwater Global, this position transcends mere employment; it embodies a mission infused with enthusiasm. You will tackle intricate challenges daily, surrounded by a team that shares a fervor for pets and performance. Here, authenticity and effectiveness are paramount. We prioritize merit over background, advocate for equitable compensation, and maintain a light-hearted approach to our work. If you aspire to contribute to a company that is revolutionizing pet wellness, this is the ideal environment for you.

Your Role and Responsibilities

As the VP of Customer Experience, you will spearhead the Customer Success and Operations teams. Your primary objective is to devise and implement a strategy that not only delights customers but also drives growth and retention in a rapidly evolving B2B2C landscape.

In this capacity, you will:

  • Strategize and Implement: Formulate and execute a Customer Experience roadmap that aligns with the company's ambitious growth trajectory.
  • Lead with Purpose: Be a vital member of the Leadership Team, collaborating closely with VPs of Engineering, Finance, Sales, and other senior executives.
  • Inspire High Performance: Guide a top-tier Customer Success and Operations team, nurturing a culture of innovation and ongoing enhancement.
  • Build Meaningful Relationships: Establish and sustain robust partnerships with executive stakeholders across the customer spectrum, ensuring their needs and expectations are consistently met and surpassed.
  • Drive Continuous Improvement: Leverage customer feedback from surveys, QBRs, and other interactions to inform product enhancements and alleviate pain points.
  • Collaborate Across Departments: Work in tandem with Sales, Marketing, Product, and other teams to create a cohesive customer journey.
  • Utilize Data Analytics: Employ data-driven insights to refine customer interactions, focusing on first-contact resolution and efficiency while maintaining high satisfaction levels.
  • Optimize Resources: Strategically manage the Customer Experience budget to ensure maximum return on investment.
  • Innovate Continuously: Stay ahead of industry trends, introducing innovative strategies to enhance the Customer Experience and sustain a competitive advantage.
  • Advocate for the Customer: Represent the voice of the customer within the organization, championing their needs and fostering a customer-centric culture.

Qualifications and Skills

  • Experience: Over 12 years in customer experience roles encompassing customer success, support, and operations, with a minimum of 5 years in a leadership role.
  • Proven Track Record: Demonstrated success in enhancing customer satisfaction, growth, and retention within a B2B2C context, particularly in high-growth startups.
  • Leadership Skills: Exceptional ability to inspire and lead teams, adeptly managing competing priorities.
  • Relationship Management: Outstanding communication and interpersonal skills, with a knack for forging enduring relationships with customers and stakeholders.
  • Analytical Skills: A data-driven approach, utilizing analytics to guide decisions and promote continuous improvement.
  • Technical Proficiency: Familiarity with customer success and support tools (e.g., CRM, help desk software, customer success platforms).
  • Industry Insight: Experience in employee benefits or HR Tech is advantageous.

This hybrid role necessitates a commitment to collaboration and innovation, ensuring the highest standards of customer experience are met.

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