Head of Client Experience (VP)

As the Head of Customer Experience (VP), you excel at the below core competencies

• Relationship Building: Can build immediate rapport, even when facing difficult or tense situations.
• Adaptability: Skilled in adapting their approach and demeanor in real time to match the shifting demands of different situations.
• Manages Complexity: Can make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Accountability: Establishes clear responsibilities and processes for monitoring work and measuring results.

The impact you'll make

• Build and maintain strong strategic relationships with key decision makers and become a trusted advisor to clients by effectively understanding their business needs and advocating for them across our organization.
• Develop and execute comprehensive strategies to achieve proactive positive client relationships and drive growth.
• Lead, motivate, and mentor the client success team, fostering a high-performance culture and ensuring individuals exceed client expectations and experience.
• Drive customer adoption of the company's offerings by providing training, resources, and support to maximize product/service utilization.
• Conduct regular, timely check-ins with clients to ensure they are satisfied, and their needs are being met.
• Provide reports and updates to the executive and leadership team, offering insights, recommendations, and opportunities to proactively make changes to improve our client relationships.
• Ensure alignment between customer success and the broader organizational strategy, driving a customer – centric culture.
• Collaborate with cross-functional teams, including Product, Project and Development to ensure seamless service delivery, client onboarding, and problem resolution.
• Collaborate with Sales, Product, Development, etc. on strategic initiatives and client requests, including influencing roadmap for product enhancements.
• Set clear expectations and objectives for help desk and support managers, aligned with company goals and customer satisfaction.
• Facilitate collaboration between help desk and support teams, ensuring consistent and cohesive service delivery across all customer touchpoints.

What you will bring

• Bachelor’s Degree in Business or a related field preferred
• 8+ years of relevant leadership experience in customer success or related function
• 5+ years’ experience building relationships with executives with company level decision making authority
• 5+ years’ experience with B2B Software companies
• Experience working within the retail industry highly preferred
• Proven problem-solving and decision-making skills, with the ability to think strategically and find innovative solutions.
• Bias towards action and comfortable with ambiguity; motivated to solve complex problems with a creative, can-do mindset