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VP, Enterprise Customer Experience Leader
2 months ago
We are seeking a highly experienced and strategic leader to join our Customer Experience team as a Vice President, Enterprise Customer Experience. This role will be responsible for driving the success of our global Enterprise customers, ensuring Gross Revenue Retention (GRR) and Customer Satisfaction.
Key Responsibilities- Align Enterprise customer initiatives with the overall business strategy and revenue goals.
- Collaborate with executive leadership to influence company-wide strategies and goals, ensuring a unified approach to the Enterprise customer experience.
- Develop and execute comprehensive strategies for customer activation, adoption, and renewal to maximize GRR.
- Influence internal stakeholders by promoting a customer-centric mindset throughout the company, driving cultural change and alignment.
- Strategic service expansion to meet the evolving needs of Enterprise customers.
- Identify opportunities for expanding People Science offerings to drive additional value for Enterprise customers. Partner with People Science practices for thought leadership.
- Develop new services or enhance existing ones based on customer needs and market demands.
- Establish key performance indicators (KPIs) to measure the success of professional services delivery.
- Work closely with Product and Marketing teams to ensure customer needs and feedback are integrated into product development and marketing strategies.
- Advocate for customer-centric initiatives across the organization, driving alignment and collaboration among different departments.
- Champion the voice of the customer in strategic discussions, ensuring customer priorities are reflected in company decisions.
- Manage and lead regional heads, ensuring they have the tools and support needed to lead their teams effectively.
- Foster a high-performance culture focused on strategic thinking and continuous improvement.
- Develop training programs and career development pathways for Implementation Managers, CSMs, Renewal Managers, and Professional Services teams.
- Ensure seamless transitions from sales to implementation, focusing on delivering value quickly through strategic planning and execution.
- Develop initiatives to enhance product adoption and customer engagement, leveraging cross-functional teams and resources.
- Foster long-term relationships with key Enterprise accounts to drive loyalty and advocacy through strategic engagement.
- Implement data-driven approaches to predict churn and implement preventative measures, coordinating with cross-functional teams.
We are looking for a seasoned leader with a proven track record of managing and scaling customer teams for Enterprise customers. If you have a strong understanding of SaaS business models and Enterprise customer dynamics, excellent leadership, communication, and interpersonal skills, and a customer-centric mindset, we encourage you to apply.
We offer a competitive compensation package, including a base salary range of $275,000-$300,000 USD, as well as additional components such as equity and benefits. Our company is committed to fostering a work environment that truly cares for and develops its people, and creates lasting positive impact.
