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Senior Vice President of Customer Engagement

2 months ago

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

Vice President of Customer Experience

Transforming the Landscape of Pet Wellness

Springwater Global, a pioneering force in the pet health sector, is on the lookout for an exceptional Vice President of Customer Experience. This leader will spearhead initiatives aimed at revolutionizing the pet care landscape. As a key innovator in pet health solutions, Springwater Global is dedicated to providing pet owners with comprehensive support—from routine wellness to emergency care. Their vision is clear: to equip pet owners with the necessary resources, insights, and assurance to ensure their pets receive optimal care.

What Makes This Opportunity Unique

This role transcends traditional job functions; it embodies a mission infused with enthusiasm. At Springwater Global, you will tackle intricate challenges while collaborating with a team that shares a deep passion for both pets and performance. Here, authenticity and effectiveness are paramount. The organization values merit over background, champions equitable compensation, and maintains a light-hearted approach to work. If you aspire to contribute to a company that is reshaping pet wellness and setting new standards in employee benefits, this is the ideal environment for you.

Your Role and Responsibilities

As the VP of Customer Experience, you will be the catalyst for our Customer Success and Operations teams. Your objective? To design and implement a strategy that not only satisfies 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 objectives.
  • Lead with Influence: Play a pivotal role on the Leadership Team, collaborating closely with VPs from 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.
  • Foster Strong Partnerships: Build and sustain robust relationships with executive stakeholders across the customer spectrum, ensuring their needs are not only met but exceeded.
  • Drive Ongoing Improvement: Leverage customer insights from surveys, QBRs, and other feedback mechanisms to inform product enhancements and alleviate pain points.
  • Collaborate Across Departments: Work in tandem with Sales, Marketing, Product, and other teams to ensure a seamless customer journey.
  • Utilize Data Analytics: Employ data-driven insights to refine customer interactions, emphasizing first-contact resolution and efficiency while maintaining high satisfaction levels.
  • Optimize Financial Resources: Strategically manage the Customer Experience budget to ensure maximum return on investment.
  • Innovate Continuously: Stay ahead of industry trends, introducing innovative strategies to elevate 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 Experience

  • Experience: Over 12 years in customer experience roles encompassing customer success, support, and operations, with a minimum of 5 years in a leadership position.
  • Demonstrated Success: Proven history of enhancing customer satisfaction, growth, and retention in a B2B2C context, particularly within high-growth startups.
  • Leadership Skills: Exceptional ability to motivate 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 strong data-driven approach, utilizing analytics to guide decisions and promote continuous improvement.
  • Technical Proficiency: Familiarity with customer success and support tools (e.g., CRM systems, help desk software, customer success platforms).
  • Industry Insight: Experience in employee benefits or HR technology is advantageous.

This hybrid role requires a commitment to collaborative work and strategic oversight.