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Customer Experience

3 months ago

Farnborough Hampshire, United Kingdom Alphadog Recruit Full time

Head of Customer Experience

The Head of Customer Experience is tasked with the critical role of embodying the 'customer-first' mindset within the organization. This individual will be proactive in both managing and nurturing the development of the Customer Service and Account Management teams.
The role extends beyond team oversight, encompassing the creation and implementation of robust processes that embed the philosophy of 'thinking customer' at every decision point and operational step, ensuring an exceptional and consistent customer journey throughout all interactions with our company.
Spearhead our Customer Support Division

~ Evaluate and refine our existing Customer Service and Account Management structure

~ Collaborate extensively with upper management

~ Cultivate our strategy for exceptional customer service experiences

~ Ensure consistent one-on-one meetings and goal-setting for the customer service staff and Account Management leader

~ Guarantee that our clients perceive the value of our service and grasp how our products cater to their specific requirements

~ Adapt to a flexible work model, spending approximately three days weekly at our primary office in Farnborough

~ Utilize tools like MS Teams, email, phone, and Intercom for internal and client communication

~ Offer out-of-hours urgent support on a rotating schedule

~ Minimum of 4 years' experience in customer success or experience roles within a software company

~ Outstanding leadership capabilities to effectively lead and manage a customer success team

~ Proven ability to coach, monitor, and drive team performance with a friendly yet commanding presence

~ Demonstrated experience in a fast-paced software company with the agility to manage rapidly evolving situations

~ Deep commitment to delivering exceptional customer service

~ Excellent communication skills, both in writing and verbally

~(Preferred) Familiarity with CRM and customer support tools such as Salesforce, Intercom, Xelion, Jira, and Confluence

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