Customer Experience Director

4 days ago

Brighton, United States Harvard Business Publishing Full time
Transform Customer Experience at Harvard Business Publishing

Harvard Business Publishing (HBP) is a leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone - including you.

The Opportunity

Harvard Business Publishing Education (HBP Education) partners with educators & learners worldwide by being the richest source of ideas for improving management. We are seeking a seasoned professional to lead our Customer Experience team and drive business outcomes.

Key Responsibilities
  • Lead the Customer Experience team to design and deliver superior experiences to all existing customers.
  • Transform the way HBP Education enables individual and institutional customers by designing a function that enables customers across their lifecycle.
  • Define the vision and strategy for the consolidated Customer Experience function to drive retention and customer growth.
  • Identify the roadmap for data, technology, talent, and process capabilities required to execute on the integrated Customer Experience vision and strategy.
  • Build a high-performing Customer Experience team, bringing together the three groups into a single cohesive team with distinct roles in the value chain.
  • Collaborate closely with Sales, Marketing, and Customer Service leadership to architect effective customer handoff processes.
  • Build connections, contribute, and learn best practices from the community of Customer Experience/Customer Success teams externally and within the HBP community.
Requirements
  • 10+ years of experience in customer success or customer experience functions with a proven track record of improving business outcomes.
  • Business acumen; ability to analyze existing practices and devise strategies to achieve business objectives.
  • Expertise in one or more customer success tools and familiarity with the technology enabling superior and data-driven customer experience.
  • Demonstrated proficiency using Salesforce and Zendesk.
  • Global mindset and ability to connect with team members and customers from around the world.
  • Flexibility to work across different time zones.
  • Ability to influence and build relationships with various stakeholders and members of leadership teams.
  • A strategic thinker who is comfortable with ambiguity and able to set strategy and see through its execution.
  • Results and data-driven. Able to use analytics to assess effectiveness of efforts and adjust team's work accordingly.
  • Excellent people management skills with experience managing teams in the past.
  • Self-driven, with a strong ability to earn trust and foster positive working relationships.
What We Offer

As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays.

HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

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