Key Responsibilities

1. CRM Implementation Team (Including AI and Customer Success Tools):

• Lead the strategy, planning, and execution of CRM system implementations including integrations of AI tools and Customer Success platforms to enhance customer engagement and lifecycle management.
• Oversee the seamless integration of CRM systems with other tools and platforms to optimize customer relationship management, streamline internal processes, and improve service delivery.
• Work closely with CX, Professional Services, Community, Marketing and Product teams to ensure effective implementation and adoption of CRM and Customer Success tools across the organization.
• Leverage data from CRM systems to optimize customer interactions and ensure teams are well-equipped to provide excellent service and proactive support.

2. Training and Knowledge Team (Including Help Center and Academy Development):

• Lead the creation and delivery of comprehensive training programs for both internal teams and external customers to ensure deep product knowledge and optimal service delivery.
• Oversee the development and ongoing maintenance of an internal knowledge base and Help Center, ensuring self-service options and knowledge resources are aligned with evolving customer needs.
• Spearhead the creation of a Customer Academy, offering online learning resources that empower customers to make the most of the company’s products and services.
• Collaborate with the Project Management team on the New Product Introduction (NPI) process to ensure that the CX department is fully trained and equipped to support new features, products, or service updates at launch.
• Continuously measure the effectiveness of training and knowledge management resources, optimizing them for user engagement and knowledge retention.

3. Project Management Team (Including NPI Process Leadership):

• Lead the CX Project Management team to ensure smooth execution of CX-related initiatives and projects, including the New Product Introduction (NPI) process.
• Work with the Training and Knowledge team to ensure that all customer-facing teams (support, success, etc.) are trained, ready, and equipped to handle new products, features, or service offerings at General Availability (GA).
• Develop and manage project timelines, deliverables, and cross-functional collaboration to ensure timely and successful launches of new products and features.
• Oversee the end-to-end management of CX projects, ensuring alignment with business objectives, customer needs, and departmental goals.
• Track project progress, manage stakeholder expectations, and ensure all necessary resources are in place to support product launches and feature updates.

4. Voice of Customer (VoC) Process:

• Lead and manage the Voice of Customer (VoC) process, collecting, analyzing, and acting on feedback from customers across all channels (e.g., surveys, NPS, social media, support tickets).
• Work closely with Marketing, Product, and CX teams to synthesize customer feedback and identify actionable insights that drive continuous improvements in the customer experience.
• Ensure that customer feedback is consistently shared with cross-functional teams to influence product roadmaps, marketing strategies, and customer service initiatives.
• Regularly report on VoC findings to senior leadership, highlighting key trends, pain points, and areas of opportunity for improvement in products, services, and customer support.

Core Responsibilities:

• Leadership & Team Management: Lead and inspire customer experience teams, fostering a collaborative, high-performance culture. Ensure team development and alignment with business goals.
• Operational Excellence: Drive process improvements to enhance operational efficiency and customer experience. Set clear performance targets and ensure consistent delivery of results.
• Technology & Tools: Oversee the adoption and optimization of CX technologies to streamline customer interactions. Ensure systems are integrated to support scalability and efficiency.
• Customer Experience & Service Quality: Ensure all CX initiatives align with a customer-first approach, driving exceptional service. Continuously monitor and improve service quality to exceed customer expectations.