Senior Vice President of Customer Engagement

1 week ago

New York, New York, United States Springwater Global Full time

Senior Vice President of Customer Experience

Lead the Charge in Pet Wellness Innovation

Springwater Global, a pioneering force in the pet health sector, is on the lookout for a visionary Senior Vice President of Customer Experience. This role is crucial in reshaping the landscape of pet care by developing groundbreaking health solutions. As a trusted ally to pet owners, Springwater Global aims to provide comprehensive support, from routine wellness to emergency care, ensuring that pet parents have the resources and confidence to deliver exceptional care to their beloved animals.

What Makes This Opportunity Unique

This position transcends traditional job roles; it embodies a mission filled with enthusiasm. At Springwater Global, you will tackle intricate challenges while collaborating with a team that shares a deep passion for pets and a commitment to excellence. The culture here values authenticity and efficiency, prioritizing results over hierarchy. The organization believes in equitable compensation and fosters a light-hearted atmosphere, making it an ideal environment for those eager to contribute to a transformative approach to pet wellness.

Your Role and Responsibilities

As the Senior Vice President of Customer Experience, you will spearhead the Customer Success and Operations divisions. Your primary objective will be to devise and implement a strategy that not only enhances customer satisfaction but also drives growth and retention in a rapidly evolving B2B2C market.

Key responsibilities include:

  • Strategic Development: Formulate and execute a comprehensive Customer Experience strategy that aligns with the company's ambitious growth targets.
  • Leadership Collaboration: Play a pivotal role within the Leadership Team, engaging closely with VPs across Engineering, Finance, Sales, and other critical areas.
  • Team Empowerment: Lead a high-performing Customer Success and Operations team, fostering a culture of innovation and ongoing enhancement.
  • Relationship Management: Build and sustain robust partnerships with executive stakeholders, ensuring their needs are not only met but exceeded.
  • Continuous Improvement: Leverage customer insights from various feedback mechanisms to inform product enhancements and alleviate pain points.
  • Cross-Functional Collaboration: Work alongside Sales, Marketing, Product, and other departments to create a cohesive customer journey.
  • Data Utilization: Employ analytics to refine customer interactions, focusing on efficiency and first-contact resolution while maintaining high satisfaction levels.
  • Resource Optimization: Strategically manage the Customer Experience budget to maximize return on investment.
  • Innovative Thinking: Stay ahead of industry trends, introducing creative solutions to elevate the Customer Experience and maintain a competitive advantage.
  • Customer Advocacy: Act as the voice of the customer within the organization, championing their needs and promoting a customer-centric culture.

Qualifications and Experience

  • Extensive Experience: Over 12 years in customer experience roles, with a minimum of 5 years in a leadership position.
  • Demonstrated Success: Proven ability to enhance customer satisfaction, growth, and retention in a B2B2C context, particularly within high-growth startups.
  • Leadership Skills: Exceptional capability to inspire and lead teams, effectively managing competing priorities.
  • Interpersonal Skills: Outstanding communication abilities, with a knack for forging lasting relationships with customers and stakeholders.
  • Analytical Skills: A strong data-driven approach, utilizing analytics to guide decision-making and foster continuous improvement.
  • Technical Proficiency: Familiarity with customer success and support tools (e.g., CRM systems, help desk software).
  • Industry Insight: Experience in employee benefits or HR technology is advantageous.

This role requires a hybrid work model, with a commitment to in-office collaboration.

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