VP of Customer Experience

Adwerx
Full time
Customer Support
United States
Hiring from: Anywhere

As the VP of Customer Experience, you will be responsible for leading our customer teams, including Customer Success and Enterprise Account Management & Retention. You will work in close partnerships with functional leaders across Product, Engineering, Marketing, Finance, Legal, and HR, as well as build and maintain key external partnerships. If you: 1) are obsessed with delivering extraordinary customer experiences; 2) wake up thinking about how to build effective processes; 3) believe in empowering businesses to compete in our connected world through brilliantly simple digital advertising, we want to talk to you.


 


What you'll be doing:



  • Your objective is to create a world class enterprise customer experience that minimizes customer churn, maximizes customer retention, and expands existing account revenue

  • Deliver and manage world-class enterprise customer on-boarding, account management, customer service, and contract negotiation processes that scale at every point in the customer lifecycle.

  • Build strong relationships of trust & collaboration across internal key functions, including Sales, Product,  Engineering, Finance, Legal, and Marketing. 

  • Provide input for best practices for retention for the entire lifecycle of the enterprise customer experience including Product Development, Product Marketing, Enterprise Sales, Business Development, Legal and Finance.

  • Help define, evangelize and drive long-term retention strategy for our customer teams

  • Motivate and inspire customer teams, ensuring they are fully supported and empowered to deliver on their goals

  • Attract and retain top talent

  • Instill and drive culture and metrics focused on customer experience and service responsiveness

  • Manage, evaluate and improve products, processes, communications, and tools supporting customer teams

  • Travel to meet enterprise customers, attend launches, and oversee trainings  


 


What you'll need:



  • 10+ years of leadership experience; experience in a SaaS business preferred

  • 5+ years of experience leading customer success, account management, or sales teams 

  • Proven experience increasing customer retention

  • Proven ability to develop strategies, translate them into initiatives, and track successful delivery

  • Proven track record of building and leading organizations/teams that deliver exceptional customer experiences

  • Strong operational acumen, with a focus on building scalable systems that improve productivity and provide increased visibility into progress against key objectives

  • Experience managing large, distributed teams

  • A demonstrated ability to influence and drive consensus cross-functionally and at senior levels

  • Demonstrated ability to drive superior account management enablement and build scalable customer operations

  • Entrepreneurial, high-growth, B2B marketplace skills preferred

  • Customer retention marketing experience and familiarity with content and programmatic marketing

  • Experience working with Salesforce.com and marketing automation tools

  • A solid understanding of key performance metrics that predict customer experience and churn and ability to create analyses (with the help of data science) and derive conclusions

  • A network of customer experience experts to help inform, shape, and propel your strategies for customer lifecycle management


 


What You'll Get:



  • Competitive salary and potential for equity

  • Comprehensive medical, dental, and vision plan options (100% of basic plan premiums paid by company)

  • 401(k) plan with a company match of up to 4%

  • The opportunity to work with and learn from some of the most talented leaders, developers, marketers and designers


Note the Adwerx team is currently working remotely due to COVID-19. We hope to return to our office in Durham, NC in 2021, but are also open to applicants who wish to work remotely indefinitely.


Adwerx Awards:


Inc. 5000 -2017 (inc. 500), 2018, 2019, 2020


Inc. Best Places to Work-2018, 2019


Triangle Business Journal Best Places to Work Award - 2019, 2020


Triangle Business Journal Fast 50 - 2017, 2019


Triangle Business Journal Innovation Awards- 2018 (Jed, our CEO)


NC Mid-Market Fast 40 Awards -2018, 2019



 


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