As Director of Customer Experience you will be responsible for overseeing our Customer Experience and Tech Support processes and procedures, and continue to scale the department. You will also be responsible for the day-to-day support and escalation management of Talespin’s existing client and partner base. Reporting directly to Talespin’s VP of Customer, you will be responsible for ensuring our customers are unblocked from issues to realize maximum business value, leading toward renewal, expansion, and customer satisfaction. The Director of Customer Experience plays a vital role in the continued scale and trajectory of Talespin.
Role and Responsibilities
As the Director of Customer Experience, you will set the overall vision for our Customer Experience team as follows:
Lead our team of high-performing Customer Experience Specialists to deliver excellent customer support, onboarding, and enabling experiences.
Provide coaching and mentorship to guide career development while accurately evaluating the performance of team members and providing direct and actionable feedback.
Evaluate, embrace, and implement new ideas, approaches, or methods designed to deliver a customer experience that significantly outpaces the competition.
Design and implement scalable operational processes that increase efficiency as we grow the Talespin platform and XR industry
Work closely with cross-functional counterparts in Revenue, Product, Delivery, and Engineering organizations to identify and drive initiatives to improve the customer experience
Navigate the delivery of technical support and client issue resolution, own product escalations at an executive level, and build new strategies and automation to ensure that client issues are resolved promptly and thoroughly while reducing costs at all service levels.
Communicate team impact and results to key partners and act as an advocate for the team within Talespin.
Maintain an expert knowledge of Talespin’s platform and library to drive improvements of product quality and enhanced customer experience.
Work closely with the VP of Customer, Enterprise Customer Success Managers, Strategic Partnership Managers, and Customer Solutions & Insights roles to ensure our clients are delighted through their time working with Talespin. As a team, you will establish processes and procedures to ensure the ongoing support team (CX) and revenue-owning team (CS) succeed in retaining and growing our customer base.
Be the voice of the customer: measure the effectiveness of Customer Experience by defining operational metrics, establishing tracking systems, and reporting to the Company, executive team, and Board.
Build strategic relationships across multiple stakeholders within the corporate client or channel account to ensure alignment with business goals.
Cultivate open pathways for communication between the Customer Experience and Sales teams to ensure optimal transfer of knowledge and relationships.
Your Team will also:
Continuously work with the internal development teams to stay up-to-date on the latest changes to our software, communicate client needs and issues to our development teams, and provide real-time feedback.
Partner with the QA team to swiftly address software bugs and problems on the client’s behalf.
Identify improvements in our processes for supporting our clients, and always on the hunt to find new ways to level up the process for integration of our technology.
Aid in the testing of operational tools that improve efficiency through automation.
Promote policies, and procedures required for running a world-class CX team (monitoring, metrics, alerting, ticketing, etc) to keep our clients’ training deployments running smoothly 24/7/365.
Maintain business-level data in customer relationship management (CRM) software and other Business IT Systems, as needed.
Act as on-call support and point of escalation for high-severity issues.
Handle technical troubleshooting, database administration or password/username changes, setting up new accounts, editing or creating permission structures, etc.
Proactively communicate with Talespin Business Development/Customer Success regarding application usage of accounts and impacts regarding plan renewals and upgrades.
Create and maintain team-specific knowledge-based articles and operational training documentation.
Manage and maintain enterprise XR hardware and software fleet for customer enablement.
Manage the Talespin software deployment processes for trial, pilot, and enterprise activations.
As a Director of Customer Experience, you should meet these minimum requirements:
4-6 years of experience leading technical customer-facing teams
Technical aptitude with an ability to become an expert in the Talespin Platform and manage product escalations at an executive level
Excellent communication and interpersonal skills, with the ability to navigate complex business challenges by aligning internal and external stakeholders on a common goal.
Unafraid to roll-up sleeves and “lead from the front”. Holds servant leadership as a core value.
Comfortable working in a rapidly changing environment where you don’t just roll with it – you are prepared to initiate and thrive in it.
Operationally-minded and data-driven to ensure teams are as productive and efficient as possible, while also producing the right outcomes for customers and for the business.
Strong ability to inspire, build and lead a team and coaching/mentoring them to success.
High organizational intelligence about how enterprise customer organizations typically operate.
Employ a data-driven approach to managing and coaching your team; track record of exceeding targets, KPI’s, SLA’s.
And we’d love it if you also had these qualifications
Prior experience in the enterprise SaaS industry and//or consulting.
Customer operations experience.
MBA or advanced degree from a top-tier university.
Knowledge of programming skills, such as SQL, HTML, Java, or C++
The US base salary range for this full-time position is $130,000 – $150,000 + benefits. Our salary ranges are determined by role, level, and location. The range displaced on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Talespin Reality Labs, Inc. “The Company” can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only. Talespin offers medical benefits, two weeks PTO, six sick days, five bereavement days, observers over 10 national holidays, and is closed for a winter holiday break every year.