TOOLBX · 6 hours ago

Director of Customer Experience

United States

Full-time

Remote

Director/Executive

$150K/yr - $165K/yr

7+ years exp

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Responsibilities

Manage the Onboarding and Account Management teams, ensuring alignment and collaboration between both departments.

Establish and maintain clear processes for transitioning customers from onboarding to account management, ensuring a seamless and positive customer experience.

Develop and implement customer service policies that ensure timely and effective resolution of customer issues.

Oversee the entire customer onboarding process alongside our Program Manager, ensuring a smooth and efficient setup for new clients.

Monitor and optimize onboarding timelines, identifying and addressing bottlenecks or challenges.

Collaborate with the product and sales teams to ensure that onboarding processes are aligned with customer needs and product capabilities.

Develop and execute strategies for maximizing customer satisfaction, retention, and growth.

Ensure that customer service inquiries are handled promptly, with clear escalation paths and resolution timelines.

Oversee the delivery of ongoing training and support to customers, including regular feature updates and best practices.

Implement and monitor a customer service policy that prioritizes timely and effective issue resolution.

Ensure that all customer issues are documented, tracked, and resolved in a manner that exceeds customer expectations.

Regularly review customer feedback and issue trends to identify areas for process improvement.

Track and report on key performance indicators (KPIs) related to customer onboarding, satisfaction, and retention.

Provide regular updates to senior management on customer success metrics and initiatives.

Use data-driven insights to continuously improve the onboarding and customer success processes.

Foster a culture of continuous learning and development within the Onboarding and Account Management teams.

Conduct regular performance reviews and provide coaching and mentorship to team members.

Ensure that all team members are up-to-date with the latest product features and customer service best practices.

Qualification

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Customer success managementB2B SaaS experienceOnboarding process optimizationCRM systems proficiencyData-driven decision making