**Director, Customer Experience Management at blithequark**

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving business growth through innovative customer-centric strategies? If so, we invite you to join blithequark as our Director of Customer Experience Management. In this pivotal role, you will lead our Customer Experience team in building and executing a vision that aligns with strategic customer segment expectations and goals, driving seamless, transparent, and frictionless experiences that sustain mutual growth. **About blithequark** blithequark is a leading provider of innovative solutions that empower businesses to thrive in today's fast-paced market. Our commitment to delivering exceptional customer experiences is at the heart of everything we do, and we're seeking a talented leader to join our team and help us achieve our vision. **Responsibilities** As our Director of Customer Experience Management, you will be responsible for: * Building and executing a vision for Customer Experience that is aligned to strategic customer segment expectations and goals, for seamless, transparent, and frictionless experiences that sustain mutual growth * Leading, organizing, and scaling a Customer Experience (CX) practice within the organization, accountable for our Voice of Customer (VOC) Feedback Loop: Leading the elimination of pain points/friction and optimizing our customer experiences * Aggregating quantitative and qualitative insights, and collaborating with marketing, product development, and product management to build, fix, and enhance our products, policies, and communication * Using advocacy and inquiry to disrupt and challenge the status quo, proposing broad and strategic solutions to ensure product design eliminates friction and provides the best possible experience * Defining the optimal framework and ways of working, through end-to-end customer 'value' journeys and customer education programs that drive speed to benefit through feature adoption and utilization, proactive health management, and retention programs * Defining and building strategies to deliver a foundation for support excellence, both proactive and reactive, that meet the customer where they need to be met and delivers ground-breaking support expertise that is powered by both AI and live experts * Optimizing and driving change for customer-facing support teams to identify, synthesize, and prioritize VOC and VOE data, building business cases for change and driving implementation of tactics and initiatives * Establishing business goals to deliver our vision through customer and employee measures moving Customer Success from a cost center mentality to a serve to sell eco-system * Collaborating with Product, Engineering, and UX teams to embed customer and employee data to remove root cause issues that drive poor experiences and low advocacy * Leading and partnering in programs and sprints to conceptualize, design, and operationalize exceptional employee and customer experiences that deliver our True North Goals * Staying on top of industry-leading trends and having curiosity in the Customer Experience and Technology industry to drive innovative thought leadership * Collaborating with all markets to understand localization challenges and facilitating a true global approach to systemic change that drives up customer measures of success and shareholder value * Owning and leading the application of customer measurement dashboards that weave into the global CX planning process to ensure data-backed decisions are made. Customer Success data is what drives our strategic decisions in brand, price, product, and service * Partnering with the Growth Revenue team to identify expansion revenue opportunities **Measures of Success** * 50 PRS * 85 tNPS * 85 CES * Time to Value * Customer Retention * Expansion Revenue * Life Time Value **Qualifications** * This position will report to the VP of Customer Experience Management and sits on a cross-functional Global Leadership Team. You will drive the strategic plans and associated products and services, proactively collaborating with Product Management, Marketing, and Sales leaders to drive growth. You will lead a "customer-first" culture and mindset across the organization, which places emphasis on delighting customers in everything that we do. * A critical element of your role will be to create a well-integrated and highly effective team, partnering across multiple geographies, teams, and segments. You will ensure an engaged workforce through frequent communication, goal setting, performance management, and creating a positive environment of trust, transparency, and clear expectations. * The ideal candidate will have a proven track record of success and significant experience in a fast-paced organization, leading customer-centric operations and teams. * Additionally, the ideal candidate is a: + Team & Talent Builder: Has substantial senior leadership experience, managing senior-level employees and/or other managers. A talent steward with a proven history of hiring, managing, and developing high-performing and highly engaged teams. Can coach and train others within teams and across the organization about the importance of curiosity in bold, large-scale problems. + Boundaryless Leader: Cross-functional leadership experience, partnering to influence different functions at all levels. Experience working with a US-based, multi-national company would be an asset. Can create alliances with other leaders across the organization to ensure solutions are backed up with data and being implemented with a systemic and strategic approach. + Strategic Thinking: Defines the overall strategy to ensure business growth and utilizes powerful messages to lead and promote a culture focused on problem-solving. Uses external expertise, data, and network to ensure best practices and trends are being leveraged. + Product Management & Experience Design Expert: Customer champion with a design mindset and demonstrated strengths in product management or experience design (ideally with SaaS, Self-Help, or CRM environment). Have led the creation of online experiences (from concept through production). + Business Leader: Business acumen with proven ability to deliver programs that accelerate organizational growth objectives. Must possess experience in developing clear, compelling business cases that support prioritization of work. Aligns teams and initiatives around the organization to our short, medium, and long-term business goals. + Customer Service & Support Expert: Demonstrated strength managing or working with customer support organizations and operations (direct or via BPO). + Change Leader: Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives. + Communicator: Excellent written and verbal communication skills, including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint. **Core Skills** * Excel * CX * Product Management * Product Design * Brand **Other Skills** * Hiring * SaaS * CRM * Customer service * Customer support **Seniority** * Leadership **What We Offer** * Competitive salary and benefits package * Opportunity to work with a dynamic and innovative team * Collaborative and inclusive work environment * Professional development and growth opportunities * Flexible work arrangements and remote work options **How to Apply** If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply for this job