Online Director

4 weeks ago


Toronto ON, Canada Rippling Full time

Nmbr is Canada’s first embedded fintech provider. We revolutionize the way vertical SaaS businesses integrate financial technology products into their platforms. We are building a world-class Client Experience team committed to helping our partners and their end clients realize the full potential of Nmbr. 
The Director of Client Experience will lead the charge in shaping and implementing our client experience strategy, from implementation to support, ensuring every interaction our customers have with our brand is helpful, seamless, and 100% resolved. Build and oversee our implementation and customer support teams to create best-in-class customer experiences.
Leverage a data-driven approach to building and optimizing processes that drive efficiency and an improved customer experience. 
Track, monitor & continuously improve performance on key metrics & KPIs. 
Collaborate cross-functionally with Sales and Account Management teams to create a seamless customer journey.
5+ years of experience leading Implementation and Customer Success teams within a fast-paced environment, startup, or SaaS organization. Payroll experience is preferred. 
~ Experience hiring and managing a distributed team.
~ Proven track record of success in scaling teams and maintaining SLAs as well as other key performance metrics.
~ A data-driven approach to developing, tracking and optimizing performance metrics. 
~



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