Vp Of Customer Experience (Cx)

Company Overview:

Our client is a rapidly growing Series A SaaS company in the Mobile Application Testing space. Their innovative platform enables enterprises to optimize their mobile applications for flawless user experiences. As we continue to expand our customer base, we are seeking a dynamic and experienced Vice President of Customer Experience (CX) to join our leadership team.

Job Summary:

As the VP of CX(Customer Experience), you will play a crucial role in ensuring the success and satisfaction of our largest enterprise customers. You will be responsible for overseeing and managing a team of Customer Success Managers (CSMs), Sales Engineers, and IT Project Managers (PMs). Your primary focus will be on delivering exceptional customer experiences, resolving any issues or challenges that arise, and driving customer loyalty and retention.

Responsibilities:

1. Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy that aligns with the company's vision, values, and objectives.
2. Team Leadership: Build, mentor, and lead a high-performing team of CSMs, Sales Engineers, and IT PMs, fostering a culture of collaboration, accountability, and continuous improvement.
3. Customer Issue Resolution: Serve as the primary escalation point for major customer issues, working closely with cross-functional teams to drive prompt resolution and ensure customer satisfaction.
4. Relationship Management: Cultivate and nurture relationships with key enterprise customers, acting as a trusted advisor and ensuring their long-term success with our platform.
5. Customer Retention: Develop and implement strategies to drive customer loyalty, increase retention rates, and identify opportunities for upselling and cross-selling.
6. Technical Expertise: Leverage your technical background to understand and effectively communicate complex product features, enhancements, and technical requirements to both internal teams and customers.
7. Collaboration: Collaborate closely with Sales, Product Management, Engineering, and other stakeholders to provide customer insights, influence product roadmap decisions, and drive continuous product enhancements.
8. Metrics and Reporting: Establish and monitor key performance indicators (KPIs) to measure customer satisfaction, retention, and the overall success of the CX team.
9. Process Optimization: Continuously evaluate and improve customer success processes, ensuring scalability, efficiency, and effectiveness in delivering exceptional customer experiences.
10. Industry Knowledge: Stay up-to-date with the latest industry trends, competitive landscape, and customer needs to proactively identify opportunities for innovation and differentiation.

Qualifications:

1. Experience: Minimum of 8-10 years of experience in customer-facing roles, with a focus on customer success, account management, or customer experience, preferably within the SaaS industry.
2. Technical Background: Strong technical aptitude and understanding of software development and mobile application testing processes. Previous experience in managing teams such as CSMs, Sales Engineers, and IT PMs is essential.
3. Customer-Oriented Mindset: A passion for delivering exceptional customer experiences, with a customer-first mindset and a proven track record of building and maintaining strong customer relationships.
4. Leadership Skills: Proven experience in leading and motivating cross-functional teams, driving performance, and fostering a culture of collaboration and innovation.
5. Problem-Solving: Demonstrated ability to identify, analyze, and resolve complex customer issues, utilizing a data-driven and solution-oriented approach.
6. Communication Skills: Excellent verbal and written communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
7. Strategic Thinking: Strong strategic thinking and analytical skills, with the ability to translate customer insights into actionable strategies and initiatives.
8. Results-Driven: Proven track record of meeting or exceeding customer satisfaction, retention, and revenue goals.
9. Adaptability: Ability to thrive in a fast-paced, rapidly evolving startup environment, adapting to changing priorities and effectively
10. Must live in Atlanta, GA (Hybrid role)