Executive Director of Customer Experience

5 days ago

Los Angeles, California, United States Feufo Inc Full time
Job Description

**About the Role**

We are seeking an experienced and strategic leader to join our team as the Executive Director of Customer Experience at Feufo Inc. As a key member of our leadership team, you will be responsible for driving customer success and growth across our organization.

Key Responsibilities:

  • Customer Success Strategy: Develop and execute a comprehensive customer success strategy that aligns with our business goals and objectives.
  • Customer Experience: Lead the development and implementation of customer experience initiatives that drive customer satisfaction, loyalty, and retention.
  • Team Management: Manage and develop a high-performing customer success team, providing guidance, coaching, and support to ensure they have the skills and resources needed to succeed.
  • Process Improvement: Continuously assess and improve our customer success processes, identifying areas for optimization and implementing changes to drive efficiency and effectiveness.
  • Reporting and Analytics: Develop and maintain key performance indicators (KPIs) and metrics to measure customer success, providing regular reporting and analysis to stakeholders.
  • Collaboration: Work closely with cross-functional teams, including sales, marketing, and product, to ensure alignment and effective communication.

Requirements:

  • Minimum 10 years of experience in customer success leadership roles, with a proven track record of driving customer growth and retention.
  • Strong strategic thinking and problem-solving skills, with the ability to develop and execute complex plans.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, stakeholders, and team members.
  • Experience with customer success platforms, business intelligence tools, and data analysis.
  • Strong analytical and goal-oriented mindset, with the ability to drive business growth and create data-driven reports.

Preferred Qualifications:

  • MBA or Bachelor's degree in Business, Marketing, Data Science, or a related field.
  • Experience in the software industry, with knowledge of subscription and renewal models.
  • Advanced business experience and ability to create strategies, guidelines, and objectives.

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