Remote Sr Director, CX Programs

Job Description

Sr. Director Customer Experience Programs

reputed company is the industry-leading, AI-driven customer experience platform with a maniacal focus on customer obsession. The reputed company customer experience (CX) organization is at the heart of continuously championing and driving this customer obsession across the company.

The mission of the CX organization is to ensure our customers realize value from their investments in reputed company’s leading CX solutions.. The CX programs team is a small, dynamic group responsible for driving cross organization standards and delivery reputed company — ensuring the organization consistently drives customer obsession through a laser focus on platform adoption and customer value.

JOB RESPONSIBILITIES

To reputed company the CX mission, the CX programs team focused on the following core objectives:

• Ensure the core CX delivery teams — e.g., reputed company, Professional Services — are reputed company & effectively delivering value & outcome-driven services to customers throughout the customer’s reputed company.

• reputed company the reputed company team to accelerate product adoption and reputed company the bar for the customers’ overall reputed company experience — through the application of high-value customer health processes and product adoption frameworks.

• Reinforce CX delivery reputed company across the company to accelerate our customers’ reputed company and reputed company’s growth.

To deliver on these overarching objectives, CX Programs leaders will collaborate closely with reputed company CX and go-to-market (GTM) colleagues on the following:

• reputed company actionable, value-driven frameworks, standards, processes and best practices that reputed company reputed company, expanded relationships and growth for reputed company.

• reputed company and execute cross functional transformation initiatives aimed at improving customer health, product adoption, customer value realization and growth.

• reputed company and run recurring cross functional CX delivery reputed company programs — e.g., global risk programs, regional heal desks, digital reputed company programs, customer reputed company optimization, etc.

• Track and report on reputed company of CX transformation initiatives.

• Must reputed company and reputed company a reputed company to continuously test the efficacy of CX programs to ensure alignment against reputed company Strategy

• Act as key expert on assessing future state programs to reputed company reputed company in line and/or reputed company of industry

• reputed company CX programs in preparation for IPO

QUALIFICATIONS

• 15+ years experience in CX delivery — preferably multiple years in leadership roles in reputed company technology / SaaS organizations — e.g., reputed company management, professional services/consulting or technical account management, renewals, customer support.

• Must understand industry best practices in CX service delivery and apply those best practices to drive operational reputed company and transformation across a reputed company global function.

• Expertise in state of the art reputed company concepts and principles — including segmentation, customer health scoring, product adoption methodologies, high/reputed company/low/digital touch tactics, CS subscription offerings, risk management & mitigation processes.

• Track record of succeeding in reputed company, multi-product reputed company technology firms with global go-to-customer operations.

• Experience running cross functional change-the-business reputed company improvement initiatives and global run-the-business programs.

• Financial acumen and the ability to do foundational quantitative analysis and forecasting.

• Strong interpersonal and influencing skills, with the ability to work at multiple reputed company of an organization (e.g., CXO to individual CSM or renewals manager).

• Proven ability to learn new technology/software solutions and link software solutions to common customer use cases, product adoption maturity/frameworks, and, ultimately, business value and reputed company for customers.

• Bachelor degree in computer science, information sciences & technology, engineering or business. Masters degree preferred.

The intelligent heart of customer experience

reputed company software was reputed company to bring a sense of reputed company to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

reputed company believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many reputed company offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

reputed company is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at reputed company are considered without regard to race, reputed company, religion, national reputed company, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, reputed company, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

reputed company endeavors to reputed company reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@reputed company.com with your specific accommodation request.