Director, Quality & Customer Experience

The Opportunity

Marketo is looking for an innovative, action oriented, and customer focused leader with strategic insights to ensure high quality service delivery and an exceptional customer experience (CX). In this role, you will be responsible for the Customer Support operations including systems and tools, knowledgebase management, voice of the customer, and process improvement. This includes working with the global Support and customer-facing teams to improve the experience and reduce effort throughout the customer journey. The ideal candidate is technically savvy, enthusiastic about managing challenging initiatives across multiple teams, is an innovative problem solver who is passionate about customer success, has strategic customer experience expertise, and is able to articulate the value of Engagement Marketing.

Key Responsibilities

• CX strategic direction across the global Support team including identifying emerging technologies and implementing systems ensuring operational excellence and optimal customer outcomes
• Managing a team of project and program owners towards a united vision
• Optimized the customer experience, both assisted and online, through close collaboration with cross-functional teams to understand and ensure a consistent customer experience
• Foster a culture of engagement and excitement to bring out customer driven results where team members feel empowered to put customers first, and develop their careers within the organization
• Leader for change management in planning and facilitating organization-wide improvement to the customer experience
• Adaptive to change, able to formulate and execute strategy to achieve company objectives
• Communicate high-level customer insights and themes through analyzation of customer experiences in a manner understood by relevant audiences across the organization

Skills, Experience & Education

• BA/BS Degree in a related discipline or equivalent experience. MBA is a plus
• 3 plus years Sr. Manager / Director level experience in a fast-paced, enterprise level, SaaS-based, mission critical environment
• Support and CX strategy, marketing, data-driven decision-making, and business planning skills
• Exceptional written and verbal communication skills
• A focus on the customer's success and ability to demonstrate empathy
• Experience with enterprise software solutions; ideally Marketing Automation, CRM, Analytics, integration points, in a SaaS environment a plus

Marketo is an equal opportunity employer.