Executive Director of Customer Experience

hace 2 semanas

Madrid, Madrid, España Empresa Reconocida A tiempo completo

Customer Success Strategist at Empresa Reconocida

About the Job

At Empresa Reconocida, we believe that making employees feel delighted is our key to success. We are seeking a Customer Success Strategist to scale and lead our support functions. Your challenge will be to build a team that can support and actively contribute to our hypergrowth in the years to come.

What We Are Looking For

  • You have at least 3 years of experience in customer success, account management, or business development roles, ideally with management experience.
  • A strong interest in scaling teams and processes to deal with hyper-growth.
  • Previous experience at a hyper-growth startup or fintech is a plus.
  • Process-driven combined with empathy to empower your team.
  • Eagerness to excel in a dynamic, high-growth environment and intrinsic motivation to outperform others.
  • Strong organizational skills and a solution-oriented, entrepreneurial mindset.
  • Natural-born communication and interpersonal skills.
  • Ability to explain technology to stakeholders, supported by analytical communication.
  • Ability to work in a fast-paced environment and meet strict delivery deadlines.
  • Having strong experience in working with CRM, Indicators, and Dashboards.
  • Data-driven: you make or validate decisions backed by data.
  • Deep knowledge of SaaS products and services.
  • Structured and always eager to improve the way you work.
  • Ability to internalize the company values and lead by example.
  • Great communication skills and ability to collaborate with other departments.
  • Ability to contribute to building new processes and systems.
  • Excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry.

Responsibilities

  • Setting, building, and implementing the strategy for the Customer Success department, together with your know-how and external perspective of our Chief of Sales Officer.
  • Defining and managing KPIs and SLAs.
  • Leading weekly meetings with your teams to track performance.
  • Working closely with the product department to define the necessary changes to reduce incidents and increase NPS.
  • Keeping track of the processes implemented as well as reaching the target.
  • Working together with Team Leaders in implementing/changing the engagement and churn strategies.
  • Training and motivating the team following our company values.
  • Analyzing current workflows to identify opportunities for improvement and develop new processes to improve the efficiency of the team.
  • Developing policies to make our team self-sufficient and serve as an escalation point for more critical issues.
  • Coordinating with Product & Tech departments to help define their roadmap to meet Spain's local demands.
  • Collecting customer comments and giving feedback to Sales and Product teams.
  • Mapping customer journey from onboarding through the full customer lifecycle and identifying areas for improvement.
  • Building a world-class onboarding process for all customers.
  • Improving performance across key metrics, particularly focused on retention.
  • Driving new business growth via referrals & up-selling existing customers.

What to Expect

  • Extraordinary projection.
  • The best benefits in town, of course Paid flexible benefits (meals, transportation, nurseries, etc.), paid health insurance, paid training courses, and more
  • Great offices located in the center of lovely Madrid.
  • Flexible remote working and schedule.
  • Healthy working culture in a young and talented atmosphere.

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