Executive Director, Customer Experience

hace 3 días

Madrid, Madrid, España Bynder Inc. A tiempo completo

About Bynder Inc.

Bynder Inc. is a leading provider of digital asset management solutions, empowering teams to conquer the chaos of proliferating content, touchpoints, and relationships. Our platform enables organizations to thrive by unifying and transforming the creation and sharing of assets, inspiring teams, delighting customers, and elevating businesses.

Job Summary

We are seeking an experienced Executive Director, Customer Experience to lead our customer success team in the US and APAC regions. As a key member of our leadership team, you will be responsible for developing and implementing a world-class customer value lifecycle strategy aligned with our overall business objectives.

Key Responsibilities

  • Develop and implement a customer success strategy that supports our growth objectives and aligns with overall business goals across enterprise, mid-market, and SMB segments.
  • Lead a high-performing customer success team responsible for driving customer adoption, value, outcomes, retention, growth, and advocacy.
  • Experience hiring, developing talent, scaling teams, and implementing standards, processes, and best practices that support a growing team.
  • Develop world-class retention programs that include executive alignment and drive value and outcomes to achieve a 95%+ gross retention rate and partner with sales to deliver 110%+ net retention.
  • Foster strong executive-level relationships with key decision-makers at enterprise accounts.
  • Measure the effectiveness of customer success initiatives by tracking key metrics, such as net retention, gross retention/churn, logo retention, expansion, customer adoption, value realization, and NPS; develop strategies to optimize KPIs.
  • Analyze customer feedback, data, and insights to identify patterns and trends in customer behavior and take action on opportunities for improvement.
  • Collaborate with the Scaled Customer Experience team to help optimize the scaled customer success journey, automate outreach, increase operational efficiency, and reduce costs.
  • Develop a CSM enablement program to drive world-class net and gross retention focusing on CSM skill sets with specific attention to the segments they manage.

Requirements

  • Proven experience in customer success leadership roles, with a track record of driving customer adoption, value, outcomes, retention, growth, and advocacy.
  • Strong business acumen and ability to develop and implement customer success strategies that align with overall business objectives.
  • Excellent leadership and management skills, with experience hiring, developing talent, and scaling teams.
  • Ability to foster strong executive-level relationships with key decision-makers at enterprise accounts.
  • Strong analytical and problem-solving skills, with experience tracking key metrics and developing strategies to optimize KPIs.
  • Ability to analyze customer feedback, data, and insights to identify patterns and trends in customer behavior and take action on opportunities for improvement.

  • Customer Experience Director

    hace 6 días

    Madrid, Madrid, España Impulsyn A tiempo completo

    Job SummaryWe are seeking a highly experienced and skilled Customer Experience Director to lead our team of experts in delivering exceptional customer experiences across multiple markets. As a key member of our leadership team, you will be responsible for driving customer-centric strategies and initiatives that drive business growth and customer...

  • Customer Experience Director

    hace 5 días

    Madrid, Madrid, España Impulsyn A tiempo completo

    Job SummaryWe are seeking a highly experienced and skilled Customer Experience Director to lead our team of experts in delivering exceptional customer experiences across multiple markets. As a key member of our leadership team, you will be responsible for driving customer-centric strategies and initiatives that drive business growth and customer...

  • Executive Director of Sales and Marketing

    hace 5 días

    Madrid, Madrid, España Cátenon Worldwide Executive Search A tiempo completo

    Job Title: Executive Director of Sales and MarketingCompany: Cátenon Worldwide Executive SearchJob Type: Full-timeLocation: Remote (with occasional travel)About Us: Cátenon Worldwide Executive Search is a leading executive search firm specializing in placing top talent in the spirits industry.Job Summary:We are seeking an experienced Executive Director of...

  • Executive Director of Sales and Marketing

    hace 5 días

    Madrid, Madrid, España Cátenon Worldwide Executive Search A tiempo completo

    Job Title: Executive Director of Sales and MarketingCompany: Cátenon Worldwide Executive SearchJob Type: Full-timeLocation: Remote (with occasional travel)About Us: Cátenon Worldwide Executive Search is a leading executive search firm specializing in placing top talent in the spirits industry.Job Summary:We are seeking an experienced Executive Director of...

  • Executive Director of Sales and Marketing

    hace 20 horas

    Madrid, Madrid, España Cátenon Worldwide Executive Search A tiempo completo

    Job Title: Executive Director of Sales and MarketingAbout the Role:We are seeking an experienced Executive Director of Sales and Marketing to lead our commercial operations in the European and Asian markets. As a key member of our team, you will be responsible for defining and implementing our commercial business plan to launch new products on an...

  • Executive Director of Sales and Marketing

    hace 23 horas

    Madrid, Madrid, España Cátenon Worldwide Executive Search A tiempo completo

    Job Title: Executive Director of Sales and MarketingAbout the Role:We are seeking an experienced Executive Director of Sales and Marketing to lead our commercial operations in the European and Asian markets. As a key member of our team, you will be responsible for defining and implementing our commercial business plan to launch new products on an...

  • Customer Experience Director

    hace 6 días

    Madrid, Madrid, España Impulsyn A tiempo completo

    **Job Summary**The Global Lead Customer Experience at Impulsyn will oversee a team of 5 experts in Customer Experience and Engagement. Key responsibilities include:Developing and executing engagement strategies to drive business growth across 3 markets.Building, leading, and developing a high-performing team of customer experience professionals, ensuring...

  • Customer Experience Director

    hace 6 días

    Madrid, Madrid, España Impulsyn A tiempo completo

    **Job Summary**The Global Lead Customer Experience at Impulsyn will oversee a team of 5 experts in Customer Experience and Engagement. Key responsibilities include:Developing and executing engagement strategies to drive business growth across 3 markets.Building, leading, and developing a high-performing team of customer experience professionals, ensuring...

  • Customer Experience Representative

    hace 4 días

    Madrid, Madrid, España The Learning Experience #377 A tiempo completo

    About The Learning Experience #377We are a leading provider of innovative solutions for the hospitality industry, dedicated to helping businesses streamline and achieve growth. Our purpose-built technology and industry-wide expertise enable us to deliver the best value to our customers.We are proud to be an Equal Opportunity Employer, committed to providing...

  • Customer Experience Representative

    hace 4 días

    Madrid, Madrid, España The Learning Experience #377 A tiempo completo

    About The Learning Experience #377We are a leading provider of innovative solutions for the hospitality industry, dedicated to helping businesses streamline and achieve growth. Our purpose-built technology and industry-wide expertise enable us to deliver the best value to our customers.We are proud to be an Equal Opportunity Employer, committed to providing...

  • Sales Executive

    hace 4 días

    Madrid Centro, Madrid, España NH Hotel Group A tiempo completo

    About the RoleWe are seeking a highly skilled and experienced Sales Executive to join our team at NH Hotel Group. As a Sales Executive, you will be responsible for delivering exceptional customer experiences and driving sales growth for our hotel.Key ResponsibilitiesCustomer Service and ExperienceProvide personalized service to guests, ensuring their needs...

  • Sales Executive

    hace 4 días

    Madrid Centro, Madrid, España NH Hotel Group A tiempo completo

    About the RoleWe are seeking a highly skilled and experienced Sales Executive to join our team at NH Hotel Group. As a Sales Executive, you will be responsible for delivering exceptional customer experiences and driving sales growth for our hotel.Key ResponsibilitiesCustomer Service and ExperienceProvide personalized service to guests, ensuring their needs...

  • Customer Experience Director

    hace 6 días

    Madrid, Madrid, España Impulsyn A tiempo completo

    **Job Summary**The Global Lead Customer Experience at Impulsyn will oversee a team of 5 experts in Customer Experience and Engagement. Key responsibilities include:Developing and executing engagement strategies to drive business growth across 3 markets.Building, leading, and developing a high-performing team of customer experience professionals, ensuring...

  • Customer Experience Director

    hace 6 días

    Madrid, Madrid, España Impulsyn A tiempo completo

    **Job Summary**The Global Lead Customer Experience at Impulsyn will oversee a team of 5 experts in Customer Experience and Engagement. Key responsibilities include:Developing and executing engagement strategies to drive business growth across 3 markets.Building, leading, and developing a high-performing team of customer experience professionals, ensuring...

  • Customer Experience Director

    hace 6 días

    Madrid, Madrid, España Impulsyn A tiempo completo

    **Job Summary**The Global Lead Customer Experience at Impulsyn will oversee a team of 5 experts in Customer Experience and Engagement. Key responsibilities include:Developing and executing engagement strategies to drive business growth across 3 markets.Building, leading, and developing a high-performing team of customer experience professionals, ensuring...

  • Customer Experience Director

    hace 6 días

    Madrid, Madrid, España Impulsyn A tiempo completo

    **Job Summary**The Global Lead Customer Experience at Impulsyn will oversee a team of 5 experts in Customer Experience and Engagement. Key responsibilities include:Developing and executing engagement strategies to drive business growth across 3 markets.Building, leading, and developing a high-performing team of customer experience professionals, ensuring...

  • Senior Account Executive

    hace 6 días

    Madrid, Madrid, España Sap Se A tiempo completo

    About the Role:The Senior Account Executive - Customer Experience Leader will be responsible for achieving or exceeding their overall revenue goal through hunting. To achieve this, they must create a complete territory business plan that generates at least 4x their quota in pipeline opportunity.Key Responsibilities:Identify and qualify opportunities, develop...

  • Senior Account Executive

    hace 6 días

    Madrid, Madrid, España Sap Se A tiempo completo

    About the Role:The Senior Account Executive - Customer Experience Leader will be responsible for achieving or exceeding their overall revenue goal through hunting. To achieve this, they must create a complete territory business plan that generates at least 4x their quota in pipeline opportunity.Key Responsibilities:Identify and qualify opportunities, develop...

  • Senior Account Executive

    hace 3 días

    Madrid, Madrid, España SAP A tiempo completo

    Job DescriptionAbout the RoleThe Senior Account Executive - Customer Experience Specialist will be responsible for achieving or exceeding their overall revenue goal through hunting. This involves creating a complete territory business plan that generates at least 4x their quota in pipeline opportunity.Key ResponsibilitiesIdentify and qualify opportunities...

  • Senior Account Executive

    hace 3 días

    Madrid, Madrid, España SAP A tiempo completo

    Job DescriptionAbout the RoleThe Senior Account Executive - Customer Experience Specialist will be responsible for achieving or exceeding their overall revenue goal through hunting. This involves creating a complete territory business plan that generates at least 4x their quota in pipeline opportunity.Key ResponsibilitiesIdentify and qualify opportunities...