Director of Client Experience

3 weeks ago

Old Toronto, 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. Our mission is to empower businesses to leverage cutting-edge financial tools seamlessly, enhancing their offerings and driving massive growth. 

About the role

  • 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. This role involves leading dynamic customer experience team(s) and working closely with other departments to bring innovative improvements to our customer support, engagement, and retention programs. This role reports to the Chief Revenue Officer. 

What you'll do

  • Build and oversee our implementation and customer support teams to create best-in-class customer experiences.
  • Hire, mentor, and grow high-performing teams that consistently meet and exceed quarterly goals and targets. 
  • Successfully resolve customer escalations for maximum satisfaction and positive relationships.
  • Leverage a data-driven approach to building and optimizing processes that drive efficiency and an improved customer experience. 
  • Execute quarterly plans aligned with business objectives.
  • Track, monitor & continuously improve performance on key metrics & KPIs. 
  • Collaborate cross-functionally with Sales and Account Management teams to create a seamless customer journey.
  • Collaborate with Product & Engineering to continuously improve product functionality based on customer feedback.
  • Build and maintain a collaborative, inclusive team culture. 

Qualifications

  • 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. 
  • A learning mindset, people-first attitude, and strong sense of responsibility for your domain.
  • Highly organized, self-motivated, and detail-oriented, with great follow-through on initiatives big and small.
  • Highly effective communicator with good people instincts - able to build trust and work well with a diverse group inside and outside the company.
  • Eager for a very hands-on role, where you’ll be asked to take on and run with a range of initiatives outside your comfort zone and learn quickly. 
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