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Customer Experience Support H/F

3 months 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.

Build resourceful and impactful customer experience strategies that align with best practice and revenue success. Build great teams based on our foundational values and by focusing on data, KPI's and performance excellence.

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.

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