Director Of Customer Experience

Director of Customer Experience

Flywheel Software is a high-growth technology startup offering a customer segmentation platform on Snowflake and BigQuery that makes it simple to transform raw customer data into revenue-driving programs. We are a consistently profitable startup, and have contracts with clients including Google, Indeed, and the Boston Red Sox.

Our Mission 🧭

Unlock the power of data in the cloud data warehouse to drive massive, real-world impact.

How we work 💼

• We encourage exploration of new technologies and ownership to drive them
• Dedication to building a product people love
• A collaborative team that believes in taking the learner's mindset
• We build slowly but surely for the long term - if we keep improving every day, the Flywheel turns.
• We believe in empowering every person on our team to do their best work

About You

Flywheel Software is looking for a self-motivated and results-driven Director of Customer Experience. Our ideal fit will direct a business unit's activities while helping our customers develop and implement effective business strategies and programs. Your entrepreneurial spirit and vision will assist our organization in maintaining relationships with clients, generating new business, increasing staff productivity, improving service, ensuring sustainability, and meeting business objectives.

Our ideal Director of Customer Experience will possess excellent communication skills, superior knowledge of business functions, and strong leadership qualities. This person will account for all business activities, support staff development, enhance efficiency, assist in driving sales and improving margin, maintain relationships with clients, enhance the organization's image, and meet overall growth objectives.

Responsibilities

• Manage a wide variety of people and skills that support and deliver to the customer from solution architects to data scientists to customer success
• Developing, implementing, and maintaining budgetary and resource allocation plans
• Enforcing all policies, procedures, standards, specifications, guidelines, training programs, and cultural values
• Oversee daily business operations for a book of business
• Adhering to company standards for excellence and quality
• Reviewing and improving organizational effectiveness by developing processes, overseeing employees, establishing a motivational work environment, and implementing innovative changes
• Own team responsible for the entire customer lifecycle from pre-sales through to renewal
• Use data-driven decision making to continuously improve the department

Qualifications

• Experience running a cross-functional team
• 5+ years experience in a customer facing managerial role
• Experience with customer onboarding/implementation for a B2B SaaS environment
• Experience building and scaling processes in a startup environment
• Strong understanding of the MarTech landscape, Data Warehouses like BigQuery and Snowflake, and Digital Marketing as plus

Flywheel Culture

Agile Workflow ****💃

• “15-minute rule” - if you are blocked on a problem for 15 minutes, reach out for help on Slack
• 2-week Agile sprint cycle
• Daily analytics team stand-up

Flexible Work Culture 🏝

• Flexible remote work policy
• Unlimited vacation
• Virtual office space (gather.town)

Transparency

• Company all-hands every week run by founders to communicate company progress
• Quarterly Key Results documented in Notion
• Bi-weekly sprint reviews where we share feedback as a company

Continuous Growth ✍️

• Grow into leadership roles as we scale
• Mentorship opportunities
• Learners’ mindset; culture of ‘Friendly Geniuses’

Benefits

• Spot bonuses for major milestones
• 401(k) Program with Generous Company Match
• Free Platinum Health Insurance with Aetna
• Education Stipend towards professional development

Platinum Benefits

• Flexible PTO and WFH Policies
• 401(k) Program with Generous Company Match
• Platinum Health Insurance with Aetna paid by the Company

Learn and Grow

• Education Stipend towards your professional development
• Quarterly Hackathons to focus on team passion projects
• Learners’ mindset culture
• Work directly with founders