Jobs and Careers

Sr. Director of Customer Experience and Success (CXS)

LaVergne, TN, United Statesfull_timeVerifiedPosted 11 Nov 2024

About the role

Job Summary
The Director of Customer Experience and Success (CXS) is a strategic leadership role responsible for defining and implementing a comprehensive customer experience and success strategy across the organization. Reporting directly to the CEO, the Director oversees critical functions including Project Management, Case Management, Customer Service, and Customer Portal. As the company expands its portfolio to include connected equipment, this role will also include Customer Success, ensuring that customers derive maximum value from our products and services throughout their lifecycle. The Director of CXS will ensure that every customer interaction is seamless, consistent, and aligned with the company’s goals of maximizing customer satisfaction, loyalty, and advocacy.

Key Responsibilities
Customer Success Strategy

Lead the development and execution of customer success strategies to ensure client satisfaction, retention, and long-term growth. Collaborate with cross-functional teams to align customer goals with company objectives.
Foster Client Relationships: Build and nurture strong relationships with key clients, acting as a trusted advisor to understand their needs, advocate for solutions, and deliver a superior customer experience.
Monitor and Optimize Performance: Oversee customer success metrics and initiatives to identify areas for improvement. Implement scalable processes and solutions that enhance customer engagement, reduce churn, and increase customer lifetime value.

Customer Experience Strategy

Develop and execute a holistic customer experience strategy that aligns with the company’s vision and business objectives.
Create and maintain customer journey maps, identifying key touchpoints and optimizing them to enhance the overall customer experience.
Champion a customer-centric culture throughout the organization, engaging senior leaders and stakeholders to prioritize CX initiatives.

Customer Service Excellence

Lead the customer service team, ensuring they are well-equipped to provide outstanding support at every customer interaction.
Develop and enforce customer service standards and best practices, driving continuous improvement in response times, resolution rates, and customer satisfaction.
Regularly review customer service performance metrics, adjusting strategies to enhance the effectiveness and efficiency of the team.

Customer Portal Innovation

Oversee the development and enhancement of the Customer Portal, ensuring it offers a seamless, user-friendly experience that evolves with customer needs.
Collaborate with IT, UX, and product teams to introduce new features and improvements, driven by customer feedback and industry’s best practices.
Promote the use of the Customer Portal as a key tool for customer self-service, reducing friction and enhancing customer autonomy.

Customer Project Management

Oversee the execution of customer-focused projects, including the implementation of new customer service tools, product quality enhancements, and tailored solutions for connected equipment.
Ensure all customer projects are delivered on time, within budget, and with measurable impacts on customer satisfaction and business performance.
Establish and monitor clear metrics and KPIs to gauge the success of customer projects, reporting progr