Director, Client Experience (CX)
The Director of Client Experience is responsible for providing both strategic and tactical leadership for their team and portfolio of business. Outside of CX operations, they also work closely with the Sales, Technical Support, Marketing, and Product to ensure workflows, offerings, and communications exceed client expectations.
WHO YOU ARE
Proven leader with client management expertise able to develop, implement, and inspire excellent performance standards
Experience in coaching Account Management teams to expand and retain business
High emotional intelligence in order to best find, support, and develop talent
Skilled in relationship management internally and externally
Adaptable to frequent change across a growing organization
A proven track record for advocating for the client in all circumstances
Data-driven planner and decision-maker; skilled in systems like Salesforce
WHAT YOU’LL DO IN THIS ROLE
Successfully manage the Client Experience team (account management and support) towards revenue growth, retention, and client satisfaction KPIs.
Coaching account managers on expansion and retention of their accounts/budgets.
Work closely with Sales leadership to successfully manage Sales/CX productivity, growth, and opportunity.
Sit on the Leadership team to help strategize key company initiatives and goals.
Report directly to the CEO.
Provide direction and prioritization consult to Product and Build teams.
Coordinate cross-functional initiatives and trainings for department and company.
ACCOUNTABILITIES:
Fulfilling global company revenue goals
Maintaining an exceptional Client Satisfaction score
Partnering with other leaders and departments to drive support operations and the growth of Choozle
Retaining and growing key accounts
PERFORMANCE METRICS
Client Satisfaction (90%+)
Account (logo) Churn (<5%)
Hitting annual revenue goals
3 REASONS YOU SHOULD APPLY
Choozle has landed a top spot in many Best Places to Work awards including Inc., AdAge, Outside Magazine, and more
You want to build strong, smart and efficient teams using creative ways to engage your reports in their roles and career growth
You will have a chance to make an impact on a fast-growing startup and leave your mark on the company