Head of Customer Experience

2 weeks ago

Canada Digitail Full time

Digitail is dedicated to transforming the veterinary profession through innovative, customer-driven technology solutions. We are building a leading all-in-one operating system for animal hospitals that helps veterinarians on a daily basis to efficiently manage client communication, patient data, medical records, schedules, and billing.

At the heart of everything we do is a love for pets and a profound respect for the veterinary professionals who care for them.

We are building both a low and high touch Customer function to ensure we create long term relationships with our users and the veterinary community. To continue our success, scale and support our customer facing teams, we are hiring our first Head of CX

As Head of CX, you will lead our Customer Success, Onboarding and Support teams and leverage every customer touch point we have to enable customer advocacy and retention. It will take both an operational and strategic view on customer CSAT and leverage our current processes in order to maximize customer experience and contribute to Digitail’s revenue streams.

Responsibilities:
  • Build resourceful and impactful customer experience strategies that align with best practice and revenue success. Create a one of a kind, best in class journey for our users.
  • Lead and manage the onboarding, customer support, and customer success teams. Build great teams based on our foundational values and by focusing on data, KPI’s and performance excellence.
  • Utilize customer feedback and market research to gain insights into customer needs, pain points, and preferences, informing decision-making and strategy development in our customer lifecycle
  • Work with the leadership team, build key performance indicators (KPIs) and metrics, including NPS and time to value, to monitor and evaluate the performance of customer experience initiatives and teams.
  • CSAT/NPS: Partner with Product to build workflows to improve Net Promoter Score (NPS), including implementing feedback loops, addressing detractors' issues, and amplifying promoters' advocacy.
  • Collaborate with the Growth and Sales teams to ensure experience consistency across the flywheel
  • Streamline processes across Support, Onboarding and Customer Success to accelerate time to value for customers, ensuring they achieve desired outcomes quickly and efficiently.
  • Review our tools and ways of working that connect with the customer. Look to automate workflows, reporting and customer data captured.
  • Provide training, coaching, and professional development opportunities for team members to enhance their skills and capabilities in delivering exceptional customer experiences.
  • Foster a culture of continuous improvement, encouraging innovation, experimentation, and learning from successes and failures to drive ongoing enhancements in customer experience
Your Experience:
  • You have led Customer Success and Implementation teams in fast growing SAAS companies
  • Start ups are where you thrive, you have seen series A to B, maybe C
  • Managing performance and building high performance teams is a sweet spot for you, you understand how to build milestones and fact in people intricacies to create high performing cultures
  • You have managed budgets, planning and built customer strategies with successful execution and revenue
  • Prior experience managing customer portfolios of $1-4 million ARR with retention targets
  • Automation isn’t just about templates - you have build automation in workflows, processes and customer touch points that yield efficiencies in time and revenue
  • Analytical mindset: you back your impact with numbers and influence through evidence and data. You understand the importance of using data to prioritise the teams work and changes needed
  • You are passionate about learning and use experimentation to A/B test outcomes within the customer journey
  • You have Leadership experience and working with C-Level teams as this will be an important aspect to succeeding in the role.

For more information about Digital and our Head of CX opportunity, click on our candidate page

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