Director of Customer Experience

| Greater Denver Area
As the Director of Customer Experience at Skupos, you will be responsible for the three frontline teams that interact directly with our Retail customers. Reporting directly to the VP of Customer Experience, you will help shape the interactions our customers have with Skupos, and drive retention and product adoption across the convenience market. In addition to maintaining CE metrics, you will be responsible for driving process improvements and efficiencies across all teams. 
Responsibilities
- Managing and hiring for our Customer Support, Customer Success, and Integration Support teams, which we expect to grow to ~100 individuals by Q4/2019
- Developing our frontline leads and managers
- Overseeing all Customer Experience processes for our close to 10,000 retail customers, expected to grow to 20,000+ by Q4/2019
- Responsible for all CE metrics, including, but not limited to, CSAT, SLA, churn, and product adoption
- Working closely with our Sales team to ensure a seamless handoff, and making sure that no customer is left behind
- Working directly with Marketing to develop and launch current customer tech touches to drive self-service
- Gathering and organizing customer feedback, and presenting to Product/Engineering to drive our product roadmap
- Coordinating with our Product and Enterprise teams on brand launches 
Requirements
- 5-10 years of management experience in a SaaS environment
- Extensive experience managing leaders across teams of 50+ individuals 
- An understanding of how to navigate the company, and a track record of gaining alignment and buy in from teams like Sales, Product, Engineering and Marketing
- A consultative approach to customer management 
- A knack for mentoring and training others
- Extreme attention to detail
- A passion for delivering exceptional customer experiences
- You love to win and are motivated by your own success 
- Bachelor's degree or equivalent experience preferred

About Skupos
We are a company dedicated to helping convenience stores grow their business by better managing operations, and giving their suppliers tools to drive efficiencies into the supply chain. Skupos allows single-store operators, and Fortune 100 distributors alike to streamline their workflow and automate the supply chain.
Founded in 2016 and headquartered in San Francisco, our mission is to bring the convenience store industry into the digital age by making it easy for everyone to manage, explore, and understand the data that drives their operations.

About Skupos
We are a company dedicated to helping convenience stores grow their business by better managing operations, and giving their suppliers tools to drive efficiencies into the supply chain. Skupos allows single-store operators, and Fortune 100 distributors alike to streamline their workflow and automate the supply chain.
Founded in 2016 and headquartered in San Francisco, our mission is to bring the convenience store industry into the digital age by making it easy for everyone to manage, explore, and understand the data that drives their operations.

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Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases

Location

Denver, CO

An Insider's view of Skupos

What’s the vibe like in the office?

Life at Skupos provides employees with a balance of being relaxed and autonomous, but we all work really hard & go above and beyond to get our jobs done. If you need a breather, it's cool to take a break and play some ping pong. There is also a solid sense of camaraderie & collaboration throughout the office that extends across the different teams.

Michael Coston

Integration Specialist

How do you collaborate with other teams in the company?

As the Salesforce Admin, I am constantly working with all departments across the company. Collaborating w/ this many people requires that I am easily accessible to both SF & Denver offices. To ensure this happens, I set up weekly meetings w/ each team to discuss their needs, as well as a meeting for everyone to attend so we're all on the same page.

Hannah East

Salesforce Admin

What are some social events your company does?

From our Friday team lunches to happy hour on our patio, Skupeeps are always interacting. We have an annual company retreat, quarterly department outings and tons of karaoke! Each holiday we have our own celebration for anyone to join! My favorite part about Skupos is the constant social interaction with one another and our close family dynamic.

Sadye Terre

Customer Success Manager

What are Skupos Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Company Outings
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted Once per week.
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses.
Cross functional training encouraged
Promote from within
Time allotted for learning
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