Head of Customer Experience

Volt is transforming the massive and rapidly growing communications platform industry ($400B). Backed by some of the world’s leading venture capital investors, we are on an ambitious mission: To make leveraging communication infrastructure easy for software companies. Our work is to improve developer experience and lower total cost of ownership by building a fully managed messaging infrastructure stack, so that software teams can focus on building applications that delight users.

About the Role

Volt is hiring a Head of Customer Experience to lead our rapidly growing post-sales team. As one of Volt’s early customer-facing leaders, you will play a vital role in our team's success in achieving our mission. You will be challenged to lead our Onboarding, Support, and Customer Success teams and curate a way to maintain our world-class customer experiences. You will solve novel technical and CX challenges, work close to users daily, and be free to contribute where you can create the most significant impact.

Where

We are remote-first. If you’re local, our office is open and available to you — we are based out of the One Technology Center in downtown Tulsa, Oklahoma.

About us:

• We are a small, quickly growing team of relentlessly resourceful entrepreneurs and startup veterans.
• We are building a growth-oriented, inclusive, passionate team that learns while doing and challenges each other to accomplish extraordinary things.
• We believe in ownership and transparency. We all take responsibility, and no team member will ever need permission to make a difference for our team or our users.

Requirements

As Head of Customer Experience, you will:

• Be the face of our post-sales experience, and actively ensure clients are provided with the white-glove experience they expect from a premium enterprise SaaS product.
• Enabling Volt to scale by thinking 6-12 months ahead, anticipating the roadblocks that come with customer growth, and setting the team up for success to move through them with ease.
• Providing tools for organization-wide transparency into account status and planning.
• Owning the Customer Journey. Develop scalable systems and processes to ensure customers are educated through every stage of the customer lifecycle.
• Drive meaningful revenue growth across Volt’s existing customer base through usage and adaption as we scale rapidly.
• Become a key customer partner, developing relationships with executives of Volt’s most strategic customers.
• Responsible for sourcing talent and growing Onboarding, Customer Support, and Customer Success teams to ensure the highest level of customer satisfaction with the Volt product lines.
• Work closely with Marketing, Product, and Sales to ensure the voice of the customer is heard at every level of the company to drive improvements for the future.
• Create systems to internalize customer feedback and communicate data-backed recommendations to the product team for improved customer satisfaction and success.
• Develop churn reduction tactics to maximize customer lifetime value.
• Build data-backed measurable KPIs for all account management and success activities.
• Create proactive systems to identify struggling customers and mitigate churn while maximizing the customer experience.
• Create customer support playbooks and tactics to ensure timely responses to support inquiries.
• Empower our customer-facing teams with tools and tactics to ensure the highest levels of customer satisfaction.

Who you are:

You are someone who wants to take on a lot of ownership, experience exponential personal growth every month, and work with talented, collaborative, and friendly people who love what they do. You have excellent enterprise customer relationship management skills and can manage complex organizations and executive relationships with a partnership-oriented mindset. A track record of successfully executing against significant revenue targets involving large and complex customers. Ability to lead and communicate cross-functionally with sales, marketing, product, and other departments. Thrives in an environment without a set playbook and is excited to build an account management program from scratch.

Someone with a demonstrated track record of the following:

• Bachelor's Degree preferred, equivalent work experience accepted.
• 10+ years experience in enterprise SaaS account management and customer success.
• 5+ years building and leading account management and customer success teams.
• Ability to hit the ground running and adapt quickly. We move fast, and you should too.
• Ability to act with integrity, professionalism, and confidentiality.
• Ability to set strategy and effectively execute.
• Ability to use data and analysis