Director of Customer Experience - San Diego, United States - Workiz Inc.

Description

What makes Workiz unique?

This special place has a unique combination of brilliance, spirit, and all-around great people. Team members who have the tenacity to learn and adapt, find a career path here with great potential for growth. We are a leading SaaS company for the field service industry, one of the most recession-proof and lucrative industries today.

Workiz is located in the heart of San Diego in the convenient area of Kearny Mesa. Our open space offices can accommodate our 50 employees and when we are not hard at work, you can find us relaxing with a cup of coffee or surfing the Pacific Beach breaks. Workiz understands that you have a life outside of the office, so we have a flexible work week that allows you to work 3 days from the office and two days from home, but you won't want to miss Fun Hour

Workiz is seeking a strategic and customer-focused Director of Customer Experience to lead our customer success team and oversee all post-sales teams. In this role, you will be responsible for driving the entire customer experience, including managing support, tier 3 support, and Customer Success Management (CSM) teams. Your primary goal will be to ensure seamless collaboration between these teams to deliver exceptional customer service and achieve successful customer outcomes, with a focus on expansions and cross-selling opportunities.

Responsibilities:

• Develop and execute strategies to enhance the overall customer experience and drive revenue growth
• Lead and coordinate all post-sales teams to optimize customer satisfaction and retention
• Identify opportunities for expansions and cross-selling to maximize customer value
• Collaborate with cross-functional teams to identify and capitalize on upsell opportunities
• Analyze customer feedback to identify areas for improvement and enhance the customer journey
• Implement innovative approaches to enhance the customer experience and drive sales performance
• Provide strategic direction and guidance to the customer success team and post-sales teams
• Ability to consistently hit goals, work collaboratively to achieve company objectives, and successfully meet revenue targets

Requirements:

• 5+ years of experience in a leadership role within customer-facing organizations, in the SaaS industry, with a strong focus on customer experience
• Demonstrated ability to lead large teams and drive customer success initiatives through empathy and a customer-centric approach
• Proven track record of overseeing post-sales teams, utilizing analytical and data-driven insights to enhance customer outcomes and drive revenue growth
• Ideally combined background of post-sale and sales experience

Compensation