Head of Customer Experience

2 weeks ago

Waterloo, Canada GHD Full time
Organizations don't innovate, people do.

Who are we looking for?

The Customer Experience (CX) team at GHD Digital, Products and Platforms team is responsible for ensuring long-term, engaged customers who grow in their use of our products year over year. The Head of Customer Experience is responsible for the end-to-end journey our customers experience with GHD Digital Products and Platform team globally.

This role will interact directly with key stakeholders, including internal and customer C-suite and functional leadership, to ensure customer needs are met. They will share their understanding of CX standard methodologies, including onboarding, renewal, upsell/cross sell, customer journey and stakeholder mapping strategies and our products & services to ensure the team is delivering value, developing trust, and expanding relationships with the customers under their care. They will work closely with Product, Engineering, Services and Support and other CX leaders to represent the voice of their customers to ensure positive outcomes for both the organization and customer. The Products and Platforms practice is embarking on a globalization plan to extend our products and services from Canada to USA, Australia, New Zealand and Europe over the next few years. The Global leader will be a key strategic player in developing and executing this plan

In the problem-solving business, it helps to be restlessly curious to deliver community change.

Our vision is to ensure energy, water and urbanization are made sustainable for generations to come. You can lead the way into a new future for our industry, encouraging the next generation of driven and committed people in the process.

Learn about leadership opportunities with GHD.

As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good.

And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter.

Join our team of over 600 data scientists, design thinkers, immersive digital consultants, project managers and innovators, all working to create positive change for generations to come.

Working with an energetic and high performing team, this position offers a variety of work and will see you involved in:

  • Increase renewal rates and reduce down sell & churn
  • Work with sales to expand revenue in accounts through new products and expansion opportunities
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall customer health scores
  • Expand customer advocacy and referenceable customers
  • Tailor CX programs to meet the needs of customers at various stages in the customer journey and different segmentation needs
  • Prescriptively guide customers towards validated / recommended approaches to satisfying their business needs
  • Address raised client issues with speed and urgency, orchestrating resources across the company as appropriate
  • Work collaboratively with and influence other departments, especially Product and Sales, to achieve business unit and company goals
  • Globally lead, forecast and supervise resource capacity and utilization, staffing appropriately all customer engagements
  • Define and lead operational OKRs (Objectives & Key Results) for team
  • Track and report metrics and measures of business performance and customer health; product use, NRR, Churn, Upsell
  • Ensure processes and procedures are implemented to ensure efficient delivery
What you will bring to the team:
  • 12+ years' experience in Customer Success leadership positions within technology or Saas organizations
  • Experience scaling SaaS teams and/or expanding regions, markets, product lines
  • Confirmed experience leading teams who drive growth within existing accounts through new and expansion sales, exceptional retention rates and customer engagement and advocacy
  • Proven track record to develop strategies, translate them into initiatives and supervise successful delivery
  • Proven track record of accomplishment working closely with multifaceted teams
  • Strong executive presence and business interpersonal skills (multilingual is a plus)
  • Relevant bachelor's degree

EEO Statement Canada: As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.

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