Director of Customer Experience

2 weeks ago


Bryan, Texas, United States JBKnowledge Full time
Director of Customer Experience

As a key member of the JBKnowledge team, you will play a vital role in shaping the customer experience for our clients. You will lead the development and implementation of multi-channel support strategies to ensure customer satisfaction and success.

Key Responsibilities:

  • Develop and implement processes and best practices to ensure customer success
  • Hire, train, and manage a team of customer success managers
  • Work with the implementation team to improve customer onboarding and manage the customer through the lifecycle of the contract
  • Increase customer satisfaction and reduce churn through frequent customer touchpoints across multiple channels
  • Have an excellent understanding of all software products offered by JBKnowledge
  • Help educate customers on additional product offerings
  • Conduct product training and new release webinars for customers

Support:

  • Manage and respond to all inbound customer inquiries in a timely fashion through all channels
  • Collect customer feedback, synthesize, analyze, and develop reporting to share with broader product, operations, and engineering teams
  • Represent the voice of the customer in department meetings, sharing pertinent feedback and discussing solutions to resolve customer issues
  • Handle escalated customer complaints efficiently with tact and good judgment


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