Job Description

As Chief Customer Experience Officer, you will be the point person for the entire operations division of the Customer Success team, responsible for driving client adoption and success utilizing the Hapax, Inc. AI platform. 

Your main responsibility is to create a streamlined and frictionless process for everything from renewals to outreach, customer feedback to product updates and managing the analytics side of Customer Success, ensuring proper systems and processes are set up to create reports and report templates for both the internal team as well as the customers.

The Chief Customer Experience Officer will be expected to maintain a business-development perspective appropriate to the level of the position which means identifying expansion and growth opportunities with the customer base and working with the sales and marketing teams to cultivate such opportunities.

Key Responsibilities:

• Leading Customer Success talent through planning, hiring, and helping to develop all new hires into expert Customer Success Operations people.
• Working with the product and engineering teams to set up, deploy, and manage internal tools for system & process monitoring, product usage monitoring, and customer communication.
• Working with the sales and marketing teams to support renewal operations ensuring smooth, frictionless renewal, upsell, and cross-sell processes.
• Creating customer playbooks together with the rest of the Customer Success department.
• Planning and deploying customer surveys and aggregating results.
• Overseeing customer and product analytics, ensuring data hygiene, creating reports, identifying trends, and forecasting.
• Working with the product and marketing teams reviewing all customer materials, including product information, website documentation, knowledge base articles, education and training videos, and video libraries.

Skills and Competencies:

• Minimum 15+ years of experience working as a senior leader in Customer
• Success Operations or similar Operations role, with proven Operations and Technical expertise.
• Expert analytical skills and experience in merging complex datasets to find trends and insights about customers, with the ability to drive customer success and inform the efforts of the entire team.
• Business development knowledge and, ideally, experience growing a business.
• Monitoring internal team processes.
• Revenue forecasting.
• Monitoring customer metrics and activity.
• Project management and account management.
• Experience creating complex reports and proven experience applying data hygiene, intelligence, and governance principles.
• Experience communicating and reporting customer operations data and correlating it with other data sets to find trends and business-development insights.
• Experience presenting reports to c-level and senior-level stakeholders, including the board of directors.
• Ability to quickly learn and perform in new software environments.

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