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Senior Vice President of Customer Engagement

2 months ago

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

Vice President of Customer Experience

Transforming the Pet Health Landscape

Springwater Global, a leader in the pet wellness sector, is on the lookout for an exceptional Vice President of Customer Experience. This role is pivotal in reshaping the pet care landscape, providing innovative health solutions that assure pet owners—from routine wellness to unexpected emergencies. Our commitment is clear: to equip pet owners with the necessary resources, guidance, and assurance to deliver the best care for their beloved pets.

Why You Will Appreciate This Organization

This opportunity transcends mere employment; it embodies a mission infused with enthusiasm. At Springwater Global, you will tackle intricate challenges daily, surrounded by a team that shares a profound passion for pets and performance. Authenticity and efficiency are at the core of our values. We prioritize merit over background, advocate for equitable compensation, and maintain a light-hearted atmosphere. If you aspire to contribute to a company that is revolutionizing pet wellness, this is the ideal environment for you.

Why This Role is Significant

As the VP of Customer Experience, you will spearhead the Customer Success and Operations teams. Your objective? To design and implement a strategy that not only delights clients but also drives growth and retention in a fast-evolving B2B2C landscape.

In this capacity, you will:

  • Strategize and Implement: Formulate and execute a Customer Experience roadmap that aligns with the company's rapid growth.
  • Lead with Influence: Play a crucial role on the Leadership Team, collaborating closely with VPs of Engineering, Finance, Sales, and other senior executives.
  • Inspire Excellence: Guide a high-performing Customer Success and Operations team, nurturing a culture of innovation and ongoing enhancement.
  • Build Robust Relationships: Establish and maintain strong partnerships with executive stakeholders, ensuring their needs and expectations are not only met but exceeded.
  • Drive Continuous Improvement: Leverage customer feedback from surveys, QBRs, and other interactions to inform product enhancements and alleviate pain points.
  • Collaborate Across Functions: Work alongside Sales, Marketing, Product, and other departments to create a seamless customer journey.
  • Utilize Analytics: Employ data-driven insights to refine customer interactions, focusing on first-contact resolution and efficiency while maintaining satisfaction.
  • Optimize Resources: Strategically manage the Customer Experience budget to ensure maximum return on investment.
  • Innovate Relentlessly: Stay ahead of industry trends, introducing innovative strategies to enhance the Customer Experience and uphold a competitive advantage.
  • Champion the Customer: Act as the voice of the customer within the organization, advocating for their needs and fostering a customer-centric mindset.

What You Bring to the Table

  • Experience: Over 12 years in customer experience roles encompassing customer success, support, and/or operations, with a minimum of 5 years in a leadership position.
  • Proven Success: A history of enhancing customer satisfaction, growth, and retention in a B2B2C context, particularly within high-growth startups.
  • Leadership: A strong capability to inspire and lead teams, managing competing priorities with poise.
  • Relationship-Building: Outstanding communication and interpersonal skills, with a knack for fostering enduring relationships with clients and stakeholders.
  • Analytical Acumen: A data-driven approach, utilizing analytics to guide decisions and promote continuous improvement.
  • Tech-Savvy: Familiarity with customer success and support tools (e.g., CRM, help desk software, customer success platforms).
  • Industry Insight: Experience in employee benefits or HR Tech is advantageous.

This hybrid role necessitates a commitment to in-office collaboration while reporting directly to the COO.