Customer Experience Director

1 day ago

New York, New York, United States Material Bank Full time

Job Overview

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We are seeking a strategic and results-driven Senior Manager, Customer Experience to lead our customer-facing teams and ensure an exceptional customer experience.

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About Material Bank

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Material Bank is the world's largest material marketplace for the architecture and design industry, providing the fastest and most powerful way to search and sample materials. Our powerful material database and proprietary robotic distribution facility allow members to order samples until midnight (ET) to be delivered free of charge anywhere in the US, in one box, by 10:30 AM the next morning.

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Responsibilities

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  • Lead and manage the Customer Success and Service teams, ensuring excellent service delivery and alignment with business objectives.">
  • Develop and implement customer success strategies to improve customer communication, satisfaction, and engagement.">
  • Monitor key customer success metrics, including customer vetting effectiveness, support resolution time, Net Promoter Score (NPS), customer lifetime value, and customer health scores.">
  • Oversee the customer registration, customer vetting, onboarding, training, and support processes, ensuring a seamless experience from the first interaction.">
  • Collaborate with cross-functional teams (sales, product, marketing, and site operations) to ensure the voice of the customer is represented in decision-making and product development.">
  • Act as a customer advocate, providing feedback to internal teams on product improvements and service enhancements.">
  • Drive continuous improvement initiatives across the customer success and service functions, optimizing workflows, tools, and processes.">
  • Coach, mentor, and develop the customer success and service team, fostering a culture of excellence, collaboration, and accountability.">
  • Escalate and resolve complex customer issues as necessary, ensuring timely and satisfactory outcomes.">
  • Identify opportunities to drive engagement through products and services to existing customers in collaboration with the marketing team.">
  • Prepare and present reports on customer success performance, including insights on trends, risks, and opportunities, to senior leadership.">
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Requirements

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  • Bachelor's degree in Business, Customer Service, or related field (or equivalent experience).">
  • 6+ years of experience in customer success, customer service, or account management, with at least 2 years in a leadership role.">
  • Proven experience in managing and scaling customer success and support teams.">
  • Strong knowledge of customer success platforms (e.g., Gainsight, Salesforce, Intercom) and analytics tools.">
  • Excellent leadership and team-building skills, with a track record of developing high-performing teams.">
  • Analytical mindset with the ability to translate data into actionable insights and strategies.">
  • Exceptional communication and interpersonal skills, with the ability to influence internal and external stakeholders at all levels.">
  • Strong understanding of customer success best practices and methodologies, including customer journey mapping and health scoring.">
  • Experience in managing complex customer accounts, particularly in a B2B environment.">
  • Knowledge of account expansion and revenue growth strategies.">
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Benefits

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  • A competitive salary range of $120,000 - $180,000 per year, depending on experience.">
  • A comprehensive benefits package, including medical, dental, and vision insurance.">
  • A generous PTO policy, with paid holidays and sick days.">
  • Opportunities for professional growth and development, including training and education assistance.">
  • A fun and supportive work environment, with regular team-building events and social activities.">
  • The chance to work with a talented and dedicated team, making a real impact in the architecture and design industry.">
  • A hybrid working model, allowing for remote and flexible work arrangements.">
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About Us

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Material Bank is proud to be an equal opportunity employer, committed to diversity and inclusion in the workplace.

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We welcome applications from qualified candidates who share our values and are passionate about delivering exceptional customer experiences.

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Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you

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Contact Us

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If you have any questions or would like to learn more about this opportunity, please don't hesitate to reach out.

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We're excited to connect with you and discuss how you can contribute to our team's success.

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