Director, Customer Experience

hace 7 días

Barcelona, Barcelona, España Join Our Team A tiempo completo

It's with that in mind that Beyond is looking to add a Director of Customer Experience to our growing EMEA team. Reporting to the Managing Director, EMEA this role will proactively increase customer satisfaction and loyalty, through ensuring interactions meet customer needs and managing the customer life cycle.Retaining our customers is the key to actualizing Beyond's aggressive growth plans. Managing, scaling, and improving Beyond's Customer Experience department will ensure we uphold our commitment to providing a best-in-class customer experience.

As the Director of Customer Experience, EMEA, you will be responsible for:

  • Developing and executing a comprehensive Customer Experience framework, providing direction on customer segmentation, processes, organizational requirements and key KPIs and metrics for the Customer Experience team.
  • Managing and leading a high-performing team of Customer Experience Managers across three key departments: Implementation, Dedicated Service (Large/Enterprise clients) and Pooled Service (SMB and midmarket)
  • Fostering a customer-centric culture within the team, promoting accountability, continuous learning, and professional development.
  • Developing and executing proactive retention strategies, including renewal and upsell programs in order to achieve Gross Retention and Net Retention targets
  • Establishing strong relationships with key customers, acting as a trusted advisor and advocate for their success.
  • Driving operational excellence by implementing scalable processes and systems to enhance efficiency and effectiveness of the Customer Experience teams in a sustainable way
  • Serving as the voice of the EMEA Customer within the organization, advocating for customer needs and fostering cross-team collaboration between the Customer Experience and Product teams

So what kind of person are we looking for in this role? The person who will be successful in this role will be:

  • An inspirational leader: you'll ensure everyone on the team will understand the value of their contributions, their path to growth, and you're able to motivate a team to succeed.
  • Strategic: you're able to work directly with the Managing Director of EMEA to craft our strategic Customer Experience plan and determine what needs to be done now versus later.
  • Motivated: You're a self-starter who is comfortable wearing multiple hats and thrives in a fast-paced environment. You must be nimble, highly collaborative, and able to think on your feet.
  • Curious: no answer can be "I don't know" with you - you and your team are driven by the need to find, test and iterate solutions and ideas.
  • Data-driven: You can derive meaning from data and are comfortable leveraging to make strategic decisions, recommendations, and execute pivots based on your analysis..
  • Collaborative: You communicate clearly and effectively and easily build trust with colleagues, your team, and customers alike.

Now that we've told you what the job looks like, here are the qualifications we're looking for in a candidate:

  • 5+ years of relevant experience in customer success or account management leadership within the SaaS industry
  • Proven track record of leading and scaling customer success teams in a high-pace environment, ideally scaling from $10M ARR to $25M ARR
  • Creative and analytical thinker with strong problem-solving skills
  • Exceptional verbal and written communication skills with the ability to communicate effectively at all levels
  • Ability to juggle multiple initiatives/projects with a relentless focus on driving the right outcomes for Beyond and our customers.
  • Detailed-oriented and process-driven professional
  • Highly motivated, organized self-starter

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

  • Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
  • Interview with the Managing Director, EMEA
  • Panel interview with other members of our global Customer Experience management team
  • Meet with our Chief Executive Officer & Cofounder/CTO

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