Senior Director of Customer Experience
6 days ago
As a key member of the Cision Ltd. team, we are seeking an experienced Senior Director of Customer Experience to drive customer success by ensuring a seamless onboarding experience and fostering self-serve enablement capabilities throughout the customer lifecycle.
About the RoleThis leadership position requires a strategic thinker with a passion for customer success, who can work cross-functionally with Customer Success, Product, Sales, and Marketing teams to develop strategies that enhance customer experience, enable efficient onboarding, and optimize the digital customer journey.
Responsibilities:- Customer Support: Oversee the management of L1-L3 incident management and customer ticket response in accordance with SLAs, driving the ownership and optimization of support tools like Zendesk to ensure efficient and high-quality support operations.
- Customer Onboarding: Lead the development of smooth onboarding and enablement processes for new and existing customers, improving processes, performance management, and systems that facilitate customer adoption at the beginning of the customer lifecycle.
- Digital Customer Success: Manage the optimization of the engagement of a digital-first customer segment, ensuring effective management of 1:X00 CSM to customer ratios and enhancing self-service capabilities within digital interfaces to streamline traditional CSM workflows.
- Customer Academy & Community: Supervise the development of self-serve resources, including the Customer Education Hub and User Community Hub, supporting customer deflection from support teams by driving community engagement and reducing ticket count through education and peer-driven resources.
- Operational Improvement: Evaluate and improve onboarding and enablement processes to ensure scalability and fit-for-purpose capabilities aligned with the company's growth stage and customer needs.
- Strategic Leadership: Collaborate with cross-functional teams to ensure the onboarding and enablement strategy aligns with overall GTM motions and drives growth across the customer lifecycle.
We offer a competitive salary range of $120,000 - $180,000 per year, depending on experience.
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