Director of Customer Experience

3 days ago

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EverCommerce

WebsiteLinkedInAll Job Openings

SaaS • Software • Services • SMB

1001 - 5000 employees

Founded 2016

☁️ SaaS

🤝 B2B

🛍️ eCommerce

💰 Private Equity Round on 2019-07

Description

• Develop and execute a customer experience strategy that aligns with the company’s overall business goals • Lead the CX department and influence EverHealth-wide initiatives that prioritize customer satisfaction and long-term loyalty • Set key performance indicators (KPIs) for customer experience, measuring success and adjusting strategies based on data-driven insights • Map and analyze the end-to-end customer journey to identify pain points, gaps, and areas for improvement • Collaborate with product, marketing, and sales teams to deliver a unified, customer-centric approach • Work closely with leadership in marketing, product development, sales, and operations to create and refine customer-centric processes • Establish and unify systems for collecting and analyzing customer feedback • Oversee the customer support function, ensuring that support teams are trained and empowered to provide exceptional service • Drive innovation in customer experience by staying up to date with the latest CX trends, tools, and technologies • Lead and mentor the customer experience team, promoting a culture of collaboration, accountability, and excellence

Requirements

• Bachelor’s degree in Business, Marketing, Communications, or a related field (Master’s degree or equivalent experience preferred) • 8+ years in customer experience or related roles, with at least 5 years in a senior leadership or management position in Customer Success • Preferred candidates will have at least 5 years of experience in healthcare or healthcare IT • Proven experience in leading customer success and support teams in a fast-paced, customer-centric environment • Strong understanding of customer behavior, journey mapping, and data analytics • Experience implementing and utilizing CX platforms, CRM tools (e.g., Salesforce, Zendesk), and NPS systems • Excellent leadership, communication, and interpersonal skills • Strong analytical skills with the ability to make data-driven decisions • Ability to foster cross-functional collaboration and manage complex projects • Strategic thinker with a strong customer-first mindset • Proficiency in customer service best practices, conflict resolution, and service recovery

Benefits

• Flexibility to work where/how you want – in-office, remote, or hybrid • Continued investment in your professional development • Robust health and wellness benefits • 401k with up to a 4% match and immediate vesting • Monthly wellness stipend • Flexible and generous paid time off • Employee Stock Purchase Program