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Head of Customer Experience

2 months ago

Vancouver, British Columbia, Canada Devsinc Full time
Job Description

Company Overview

Devsinc, a leading software development agency, specializes in delivering a range of technology solutions through staff augmentation, dedicated teams, and complete software outsourcing.

We're a growth-driven organization, fueled by organic success and referrals, with tens of millions in revenue. Our goal is to expand further by establishing a robust customer success function targeted at enhancing customer satisfaction and driving business growth.

Role Overview

We're seeking a strategic and customer-focused leader to lead our customer success initiatives, ensuring our customers achieve their desired outcomes while using our services.

This role involves overseeing the entire customer lifecycle, from onboarding to feedback, engagement, and upsell opportunities, ensuring high levels of customer satisfaction and retention.

The successful candidate will report directly to the Chief Business Officer.

Key Responsibilities
  • Develop and Execute a Comprehensive Onboarding Strategy

Design and implement a seamless onboarding process to ensure smooth transitions from sales to delivery.

Lead the Initial Customer Handoff Process

Oversee the initial customer handoff process, including introductory calls involving sales representatives, account managers, and technical team leads.

Oversee 30, 60, and 90-Day Check-Ins

Ensure customer satisfaction and address any concerns promptly through regular check-ins.

Review Feedback and Collaborate with Leadership

Review customer feedback monthly and collaborate with the leadership team to identify and implement improvements.

Develop and Execute Re-Engagement Strategies

Develop personalized outreach and internal team huddles to brainstorm solutions and re-engage customers.

Monitor Customer Health

Use a traffic light system (Red, Yellow, Green) to monitor customer health and ensure regular updates are logged in HubSpot.

Collaborate with Sales and Technical Teams

Work closely with sales and technical teams to customize upsell opportunities within existing customer accounts.

Lead and Mentor the Customer Success Team

Lead and mentor the customer success team, setting ambitious goals and providing guidance to ensure high performance.

Align Customer Success Strategies with Business Goals

Work closely with cluster heads, the Chief Business Officer, and the executive leadership team to align customer success strategies with overall business goals.

Maintain Clear Communication

Maintain clear communication with sales, marketing, and delivery teams to ensure a cohesive approach to customer management.

Utilize HubSpot for Customer Management

Use HubSpot to track customer interactions, monitor engagement, and report on customer health metrics.

Provide Regular Updates to Leadership

Provide regular updates to the executive leadership team on customer success initiatives and outcomes.

Continuously Analyze Market Trends and Customer Data

Continuously analyze market trends and customer data to refine strategies and processes.

Requirements

  • Proven Track Record in Customer Success Management

Proven track record in customer success management, preferably within the technology or software development sector.

Strong Leadership Skills

Strong leadership skills with the ability to mentor and develop a high-performing team.

Excellent Analytical, Organizational, and Communication Skills

Excellent analytical, organizational, and communication skills.

Experience with CRM Systems and Customer Success Automation Tools

Experience with CRM systems, particularly HubSpot, and customer success automation tools.

Driven by Targets and Performance Metrics

Driven by targets and performance metrics, with a clear focus on results.

Must Have Worked with Asian Clients/Companies

Must have worked with Asian clients/companies.

Must Be in Vancouver, Canada

Must be in Vancouver, Canada.

Must Be a Canadian National or Have a Valid Work Permit

Must be a Canadian national or have a valid work permit.

Benefits

  • Opportunity to Shape the Future of Devsinc

Opportunity to shape the future of Devsinc as a key member of the leadership teams.

Competitive Salary with Performance-Based Incentive Plan

Competitive salary with a performance-based incentive plan.

Initial Budget to Hire and Support Sales Development Specialists

Initial budget to hire and support two sales development specialists, with potential to expand the team.

Comprehensive Benefits Package

Comprehensive benefits package including health, dental, and vision insurance.

Opportunities for Professional Growth and Advancement

Opportunities for professional growth and advancement within a supportive and innovative environment.

Vacation Policy and Collaborative Workplace Culture

Vacation policy and a collaborative workplace culture.