Customer Experience Position

4 weeks ago

Toronto ON, Canada CapIntel Inc. Full time

How Will I Make An Impact?
As the Head of Customer Experience, your impact will be pivotal across several critical domains:
Leadership and Organizational Development:
Cultivate a culture of excellence within the Customer Success & Product Support teams, promoting an ethos of collaboration, innovation, accountability, and positivity.
Provide visionary leadership to align the team's efforts with the overarching goals of enhancing customer satisfaction and loyalty.
Champion professional growth and development, ensuring team members possess the skills, knowledge, and motivation required to excel.

Customer Journey and Satisfaction Enhancement:
Spearhead the development and refinement of comprehensive strategies to deliver a seamless and superior experience across all customer touchpoints.
Drive initiatives aimed at boosting customer satisfaction scores, Net Promoter Score (NPS), retention rates, and fostering new business growth.
Collaborate closely with cross-functional teams, including Marketing, Sales, and Product, to ensure a cohesive strategy that supports customer and revenue growth.

Strategic Planning and Execution:
Act as a central figure in crafting and implementing customer experience strategies that are both scalable and impactful, directly contributing to the retention and expansion of our customer base.
Utilize Success Plans to effectively capture, articulate, and evolve customer objectives, ensuring a dynamic and responsive customer engagement model.

Data-Driven Decision Making:
Establish key performance indicators (KPIs), benchmarks, and metrics to measure and drive excellence in customer experience.
Oversee the analysis of customer data and feedback, translating insights into actionable strategies to meet and exceed performance targets and goals.

Stakeholder Engagement and Advisory:
Serve as a primary consultant and stakeholder in customer experience initiatives throughout the organization, advising on priority setting, design, and measurement of outcomes.
Foster strong relationships with senior executives, acting as a trusted advisor on matters related to customer experience and strategic decision-making.
Your role as Head of Customer Experience is crucial in driving customer-centric initiatives, enhancing customer satisfaction, and ensuring the delivery of a world-class, 360-degree customer experience. Through strategic leadership, collaborative efforts, and a data-driven approach, you will play a central role in shaping the future of customer engagement and contributing to the company's success.
How Do I Know This Is For Me?
You’ve been at the helm of customer-facing teams, steering them through the dynamic landscapes of B2B SaaS, mentoring them into high-performing units.
Strategy is your forte; you’ve not only crafted customer success strategies but have also seen them through to their execution.
Your analytical prowess shines in understanding the intricacies of recurring revenue models, seamlessly translating organizational goals into tangible actions and directions for your team.
Communication runs in your veins; with a commanding executive presence, you’re adept at influencing through the art of persuasion, negotiation, and building consensus, both within the team and among external clients.
A customer-centric mindset is at your core, equipped with a deep understanding of customer desires and challenges, always placing them at the heart of decision-making.
If the above resonates with you, and you find joy in leading teams through the complexities of delivering outstanding customer experiences in a data-driven, strategic manner, this might just be your calling. Your ability to navigate the challenges of a fast-paced environment, coupled with exceptional stakeholder management skills, positions you as a prime candidate for driving growth and success at CapIntel.
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