Director of Customer Experience

Locations: Westminster, CO

Position Status: FT Exempt

Salary Range: $132,000 to $157,000

Resi Media, LLC is a privately held technology company broadcasting content for thousands of organizations around the globe. The industry leader in providing ultra-reliable live streaming to both physical venues and web destinations, all over a standard internet connection, Resi provides world-class technical support and customer service, having one of the highest satisfaction rates in the media industry.

The Director of Customer Experience is responsible for driving the best customer experience for our organization including developing the end-to-end customer experience, managing our support and customer success teams as well as managing recruiting and support, and the annual budget. You will drive cross-functional process improvement and analytics across the full experience of being a customer and internally represent the customer. You’ll work collaboratively with multiple teams across the business to design and develop process improvements to the customer journey with a specific focus on automating steps in the journey to improve the customer experience and free up employees to do value-added work. If you have an understanding of what makes people tick and want to deliver solutions that make a difference, we would love to meet you.

Responsibilities

Lead a customer first mission representing our customers using customer data and insights to balance the needs of our customers with those of the business to drive continuous improvement, driving customer outcomes, product adoption and customer experience
Champion and leverage data sources such as the voice of customer, insights and analytics, and customer journey mapping, to fully understand our customers’ experience while focusing daily on delivering value to the company, solving customer experience problems and realistically developing new opportunities
Expand our revenue in accounts through new sales and up-sell opportunities
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Reduce churn and drive new business growth through greater advocacy and reference ability
Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
Walk a mile in our customers’ shoes to ensure smooth experiences in the customer life cycle
Develop strategic initiatives that drive customer satisfaction, retention & long-term value
Partner with our product and engineering teams on the exploration and execution of product developments to improve customer experience and support team efficiency
Evaluate productivity and performance across the support teams as it measures up to company-wide goals and departmental KPIs
Research and advise executive leadership on new technologies and/or vendors to improve productivity and customer engagement to ensure best in class support and tools
Partner with support teams and business partners to determine staffing levels across our support operations to guarantee service level expectations are met and provide data so that we can ramp quickly as business expands
Directly manage the leaders of the customer experience team while providing a high level of insight to the executive leadership team
Leverage internal partnerships, core team members and other stakeholders, to drive efficiency and reduce recurring customer issues
Coordinate insights from internal and external sources to ensure utmost of customer satisfaction and reputation management
Drive positive experiences that create customer surprise and delight; building on insights and the voice of the customer as derived from qualitative and quantitative customer health data
Oversee and partner with support teams in order to ensure customer issues get resolved promptly and with high degree of satisfaction and drive product changes to eliminate customer pain points, addressing escalated client issues with speed and urgency, and orchestrating resources across the company as appropriate.
Provide guidance and insights to improve and leverage data from our internal quality assurance data.
Set the overall vision and strategic plan for the Customer Service (Customer Success and Support) organization, focusing on driving product adoption, leading a positive customer experience, and driving growth through customer upsells and net retention improvements.
Lead customer communication at Resi, work cross-departmentally to communicate product launches, existing feature education, and outage communication
Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
Build and lead world-class team including recruiting and development
Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
Drive operational practices to track performance of teams and individuals
Work closely with the sales management and Regional Directors to align on strategies, net expansion forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.

Qualifications

3+ years of SaaS customer success P&L ownership over expansion, contraction, and churn
8+ years of experience leading multi-channel (voice/chat/social/email) support teams with experience in a fast-growth startup preferably in the financial services or payments space
Extensive experience with an app or cloud-based SaaS company.
Proven experience creating processes that enable support teams to scale and deliver tangible business benefit (customer satisfaction improvements, churn reduction, product improvements)
Proven leadership in reducing customer churn, expansion and revenue growth and a strong understanding on how to grow revenue from existing customers and ensure paths for expansion are easy for customers, making it easy and likely for customers to expand spend.
Must have experience working with product teams to coordinate product changes which will increase expansion, reduce churn, and make our products more easy to use
As the voice of Resi for customer service and success, candidates must have demonstrated deep empathy for the customer, and the ability to communicate care and compassion with excellence through difficult situations, and turn upset customers into sold-out Resi fans.
Able to understand complex technical concepts and break them down into easy-to-understand language.
Outstanding communications skills, both verbal and written to ensure we continue to document plans with transparency so future employees can get up to speed quickly
Experience creating and leading incident management to urgently surface any issues coming from customer feedback, coordinate responses and ensure closure with impacted customers is handled in a timely manner
Cleverly connect teams with remote communication skills and ability to engage remote workforce
Proven capabilities defining KPIs/Metrics/SLAs to monitor the success and progress of the customer experience organization
Highly analytical – ability to make strong financial business cases and priority decisions based on data
Highly process oriented – ability to drive improvements in complex cross departmental processes
Outstanding organizational and leadership abilities
Undergraduate Degree in Business or related field
Extensive experience working with all levels of the organization

How to Apply

Email your resume to [email protected]. If you don’t meet every qualification, please don’t be discouraged to apply! We hire for talent and passion over experience. Visit resi.io/careers for more information about our benefits and other open positions.