Zywave · 7 hours ago
Chief Customer Officer - Remote
United States
Full-time
Remote
Director/Executive
10+ years exp
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Responsibilities
Mature a best-in-class Customer Success organization through the development, implementation and on-going iteration of CS and CX strategies built around operational efficiency, customer satisfaction, and customer retention.
Establish a process framework for operational efforts necessary to instill predictability and discipline into this function, including the development of well-constructed escalation plans and communication strategies designed to delight the customer.
Provide timely, accurate, and concise reporting to management and investors on pertinent operational developments.
Scale and guide the support organization across Zywave’s full platform of offerings.
Define scalable infrastructure needed to support the CS and CX (inclusive of Support and Implementation) strategy today and into the future including, but not limited to, location, technology, engineering support, and organizational design.
Manage a process-driven CS and CX team focused on optimizing team member’s activity and performance and utilizing metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.
Build a “coaching culture”. Work with direct reports to find learnings from real-life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
Hire and scale the team: Partner with Recruiting to hire the best talent for the team to design onboarding programs that increase efficiency, employee satisfaction, retention, and offers career pathing options within and across teams.
Create a culture of operational excellence and develop the operational team through a strong focus on professional development.
Continuously increase the effectiveness of your team, recognizing opportunities for creating new systems, structures, and processes.
Lead and collaborate cross-functionally within the organization (specifically Sales, Engineering and Product) to prioritize biggest feature gaps.
Qualification
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Required
10+ years of senior leadership experience in Customer Success / Customer Experience.
B2B SaaS experience required, with a history of implementing strategies to drive and achieve best-in-class SaaS metrics and KPIs.
Insurance industry domain knowledge and relationships.
Demonstrated track record of M&A experience as a part of sustained growth strategy (post-acquisition).
Demonstrated ability to accelerate strategy creation and execution.
Demonstrated history of thinking strategically and creating win-win solutions to problems that balance business objectives with those of customers.
History of driving change management with the ability to motivate a team and inspire its members to always deliver their best.
Innovation – with a vision of the future of the company that they can translate into execution.
Customer Obsessed – evaluates decisions through the eyes of the customer; builds strong positive customer experiences.
Courageous – willing to take on tough challenges, speak the truth, have strong judgement and independent thinking.
Inclusive Leader – puts the needs of people first. Has an ability to attract, develop and retain top talent and build diverse and inclusive teams.
Flexible and adaptable – able to work in ambiguous situations.
Company
Zywave
Zywave leads the insurtech industry with the most comprehensive cloud platform solutions.
501-1,000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2020-09-17Acquired· undefined
Leadership Team
Jason Liu
CEO
Martin Simoncic
CEO
Recent News
2024-11-06
2024-05-24
2024-05-24
Company data provided by crunchbase
