Director of Client Experience
The Director of Client Experience is responsible for providing both strategic and tactical leadership for their team and portfolio of business totaling $25MM+ annually. In addition to CX operations, they also work closely with the head of Sales, Technical Support, Marketing, and Product to ensure workflows, offerings, and communications exceed client expectations and support achieving company goals. They are relentless in their pursuit of a continuously more efficient and effective support organization.
WHO YOU ARE
- Proven leader with client management expertise and the ability to develop, implement, and inspire excellent performance standards
- High emotional intelligence in order to best find, support, and develop talent
- Skilled in relationship management internally and externally
- Advocate for the client in all circumstances
- Data-driven planner and decision maker
- Adaptable to frequent change across a growing organization
WHAT YOU’LL DO IN THIS ROLE
- Strategize company-wide challenges and opportunities within a cross-functional Leadership team
- Facilitate and ensure optimal Client Experience department performance and operations
- Manage and develop three division “Leads” that oversee specific teams within CX
- Strategize revenue growth and cost efficiency opportunities within and across teams
- Work closely with Sales leadership to successfully influence Sales/CX productivity, growth, and opportunity
- Advise on a crisis or complex client circumstances as needed
- Provide direction and prioritization consultation to Product and Build teams
- Work directly with media-facing partners on any client troubleshooting and opportunities
ACCOUNTABILITIES:
- Fulfilling global company revenue goals
- Maintaining an exceptional Client Satisfaction score
- CX and Sales relations and team productivity
- Retaining and growing key accounts