Director, Digital Customer Experience

At DNSFilter we have a singular mission: to challenge the way the industry thinks about security via DNS—and we need your help! We’ve come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, and in 2022 we became the fastest DNS security tool on the planet and joined forces with privacy-focused VPN Guardian! This year we’re continuing our product-fueled growth by adding new features to assist our customers with their DNS-layer security and broadening our solution to meet the needs of the global market.

As our company grows, we realize we have a missing piece and that’s where you come in! We are looking for an experienced Director of Digital Customer Experience to join our growing CX organization! This person will be responsible for building tech-touch journeys across the entire customer lifecycle in partnership with product, marketing, and Customer Success & Support.

Someone who excels at understanding and fulfilling customers’ needs by simplifying their journey with knowledge management, self-service, and automation will thrive in this role.

We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!

You will:

• Develop and manage digital first and tech-touch only customer experiences, including ownership of knowledge management, self-service, and community engagement
• Be a focal point for voice of the customer, customer journey mapping, and continuous improvement to eliminate pain points and measure the ROI for digital transformation
• Partner with customer success, support, product and IT to create scalable, customer preferred digital capabilities, efficiently realizing value with our products & driving loyalty
• Collaborate with internal teams – to include Marketing, Customer Experience, Product, and IT – addressing obstacles that impact the customer loyalty and advocacy
• Retain customers by managing churn risks through digital experiences
• Advocate for the customer, representing their interests and critical needs within the organization and serving as the champion for resolution of needs
• Complete and maintain an accurate customer journey map for post-sales and collaborate for pre-sales; identify customer pain points to direct optimization efforts

Requirements

• 10+ year proven track record of designing and implementing successful post-sales digital customer experience and knowledge management functions
• Strong understanding of customer relationship management, customer success, and support processes with extensive hands-on design experience for supporting tools
• Passionate about delivering great customer experience and the ability to focus on transparency in tools, processes & infrastructure to make it happen
• Invite and crave accountability. You recognize the important ways in which your work is connected to cross-functional outcomes.
• Enjoy working cooperatively and harmoniously, and prioritize the team's success over your own.
• Strong communication skills; ability to maintain frequent and clear written communication to connect a distributed team
• You quickly gain trust. You understand the important role relationships and strategic partnerships can play, and you cultivate these appropriately. You know when it's appropriate to persist, and when you should compromise.
• A natural curiosity about highly technical products and the ability to explain technical concepts to a variety of audiences
• The ability to work mostly in an EST time zone environment
• Experience working with cross-functional teams and in a matrix environment to achieve objectives and key results
• Experience working remotely

Bonus points for:

• Experience working with Canny, Salesforce, Vitally, and/or Zendesk
• Experience in a high-growth startup environment
• CyberSecurity industry knowledge

Benefits

• A 100% work-from-home position with a company that values and fosters personal and professional growth
• Pathway to promotion to additional organizational positions and responsibilities based upon results and performance - not just time in the chair. You help us grow, we will help you grow.
• Passionate and intelligent colleagues who work hard and have a good time doing it
• Rotating 4-Day work week
• Paid company-wide week off at the end of each year
• Flexible Vacation policy
• Awesome comp