Director of Customer Experience and Retention

1 month ago


Kalamazoo, Michigan, United States Level Data LLC Full time
Job Description

Job Description: Leader of Customer Experience

The Leader of Customer Experience will oversee the Support, Onboarding, and Customer Integration teams to ensure seamless and efficient interactions between Level Data and its customers. This individual will be dedicated to a long-term approach, continuously refining strategies to deliver outstanding customer experience.

Key Responsibilities:

  • Customer Understanding: Leverage customer insights to guide the customer team and inform product strategy to maximize Gross Revenue Retention (GRR) and Net Revenue Retention (NRR).
  • Data-Driven Decisions: Identify trends in customer feedback and analytics to guide decisions that increase Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
  • Team Leadership: Coach and mentor teams to solve customer problems and serve as trusted advisors. Aim to minimize churn and increase Gross Revenue Retention (GRR).

Key Duties:

  • Oversee and manage the Support, Onboarding, and Customer Integration teams.
  • Develop and implement strategies to enhance the overall customer experience.
  • Analyze customer feedback and data to identify trends and make informed decisions.
  • Ensure that teams are equipped with the tools and knowledge needed to provide exceptional service.
  • Foster a customer-centric culture within the organization.
  • Regularly review and refine customer experience processes and procedures.
  • Collaborate with other departments to align customer experience goals with business objectives.
  • Monitor key performance indicators (KPIs) related to customer satisfaction and retention.
  • Provide regular reports on customer experience metrics and initiatives to senior leadership.

Qualifications:

  • 5+ years of experience in customer experience management, preferably in an edtech SaaS environment.
  • Proven track record of improving customer satisfaction and retention metrics.
  • Strong analytical skills with the ability to interpret customer data and feedback.
  • Excellent leadership and team management abilities.
  • Strong communication and interpersonal skills.
  • Commitment to fostering a customer-centric culture.
  • Ability to thrive in a fast-paced and dynamic environment.

About Level Data:

Level Data is an innovative edtech SaaS company committed to transforming the educational landscape through technology. Our mission is to provide schools and educational institutions with data-driven tools to enhance student learning and administrative efficiency. We believe in delivering exceptional value to our customers and continuously strive to exceed their expectations.

We are dedicated to ensuring that our customers have the best possible experience with our products and services.


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