Director of Customer Experience

A company is looking for a Director of Customer Experience.

Key Responsibilities

Define key performance metrics and benchmarks for Customer Experience, driving continuous improvement

Provide actionable customer insights through thorough data analysis and assessment

Identify risks impacting customer satisfaction and develop proactive mitigation strategies

Required Qualifications

5+ years of experience in Technical Account Management (TAM), with 3+ years managing a TAM team

2+ years of experience managing multiple teams, including 2nd line management

Knowledge of Professional Services (PS) and experience in defining and tracking the customer journey

Proven ability to analyze customer interactions and derive actionable insights

Service-oriented mindset with a focus on customer needs and experience