Director - Customer Experience

September 16

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management ideas • best practices • business insights

201 - 500

Description

• Lead the Customer Experience group consisting of Customer Success, Educator Training, and Customer Operations • Aggregate the three groups into a coherent customer-centric function • Transform the way HBP Education enables individual and institutional customers • Define the vision and strategy for the consolidated Customer Experience function • Identify the roadmap for data, technology, talent, and process capabilities • Define and monitor KPIs, annual goals, and long-term goals • Build a high-performing Customer Experience team • Collaborate closely with Sales, Marketing, and Customer Service leadership • Serve as a key source for voice of customers and share insights regularly

Requirements

• 10+ years of experience in customer success or customer experience functions • Business acumen; ability to analyze existing practices and devise strategies • Expertise in one or more customer success tools • Demonstrated proficiency using Salesforce and Zendesk • Global mindset and ability to connect with team members and customers • Ability to influence and build relationships with various stakeholders • A strategic thinker comfortable with ambiguity • Results and data-driven with analytics capabilities • Excellent people management skills • Self-driven with a strong ability to foster positive relationships • Experience or interest in higher education is a plus

Benefits

• Competitive compensation and benefits package • Education reimbursement • Early-release Summer Fridays!