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Customer Experience Strategist

2 months ago

Vancouver, British Columbia, Canada CLIO Full time
About the Role

Clio is seeking a highly skilled Customer Experience Strategist to join our team. As a key partner in our Customer Success organization, you will be responsible for developing and implementing a world-class Voice of Customer (VoC) program to capture and understand customer feedback, needs, and preferences.

Key Responsibilities
  • VoC Program Development
    • Develop a comprehensive VoC strategy to gather and analyze customer feedback, identifying trends, pain points, and opportunities for improvement in the customer journey.
    • Design and implement various channels for gathering customer feedback, including surveys, interviews, focus groups, and digital listening tools.
    • Create and maintain a portfolio of VoC initiatives, continually assessing their effectiveness and pinpointing areas for improvement in line with program objectives.
  • Customer Insights and Analytics
    • Utilize customer data and analytics to identify trends, pain points, and opportunities for improvement in the customer journey.
    • Partner with cross-functional leadership to manage the development of key customer metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
    • Develop expertise in leveraging VoC tools and platforms to enhance feedback collection and analysis efforts.
    • Ensure seamless integration of VoC data with other customer data systems to provide a holistic view of the customer experience.
  • Collaboration, Communication, and Execution
    • Collaborate closely with Product, Marketing, Sales, and Customer Success teams to align VoC efforts with broader company goals.
    • Establish a governance model that assigns clear lines of ownership and responsibilities for VoC initiatives and provides clear swim lanes for overlapping work across the organization.
    • Execute on the ongoing maintenance and continuous improvement of VoC programs, ensuring they remain relevant and effective.
    • Establish and maintain a robust customer feedback loop, ensuring that insights are communicated back to customers and internal stakeholders, and that actions are taken based on feedback received.
Requirements
  • 5+ years of experience in Senior IC or Leadership roles within Customer Success, preferably dealing with high volume SMB clients with a focus in customer and customer voice.
  • Expert collaborator with a data-first approach, utilizing Customer Success software to understand the full picture and partnering with Data Insights experts to derive insights.
  • Strategic yet tactical thinker with the ability to take ideas, ground them in strategy, balance them against company-wide implications, and design effective strategies.
  • Intellectually curious with a habit of uncovering opportunities, investigating the drivers, and predicting outcomes.
  • Organized, yet flexible, with a methodical approach to structuring work and prioritizing as new opportunities arise.
  • Bias toward action, energized by making things happen while acting with integrity.
  • Self-starter with a natural curiosity, resourcefulness, and motivation to make things happen.
About Clio

Clio is a leading provider of cloud-based legal practice management software. We are committed to delivering exceptional customer experiences and are seeking a highly skilled Customer Experience Strategist to join our team.