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JustLogin is an innovative software development company that creates cutting-edge solutions designed to revolutionize industries and improve business outcomes. Our customer-first approach drives everything we do, and we are looking for an exceptional Customer Experience Director to lead the strategy and execution of a world-class customer experience across all touchpoints.
Job Description
As the Customer Experience Director, you will be responsible for leading the strategy, vision, and execution of our customer experience efforts. This role is critical in ensuring that our customers, from initial contact to ongoing use of our software, enjoy exceptional, seamless, and valuable interactions with our company. You will oversee the customer experience across customer support, training, and advocacy, collaborating with product, marketing, sales, and engineering teams to enhance satisfaction, engagement, and retention.
You will serve as a key member of the leadership team, driving customer-centric decision-making at all levels and positioning JustLogin as a customer-first organization. Your expertise in customer journey mapping and data-driven insights will be instrumental in enhancing customer outcomes and ensuring the long-term success of both our customers and the company.
Job Duties
Develop Customer Experience Strategy:
- Lead the development and execution of a comprehensive customer experience (CX) strategy that aligns with JustLogin's mission and goals, emphasizing long-term customer satisfaction, loyalty, and retention.
- Champion the voice of the customer across the organization, ensuring that customer feedback influences decisions at every level, from product development to marketing and support.
Customer Journey Optimization:
- Oversee and continuously improve the entire customer journey from pre-sales to onboarding, product adoption, support, and advocacy.
- Identify opportunities to reduce friction points in the customer journey, streamlining processes and creating delightful, personalized experiences.
- Work closely with product and engineering teams to ensure that product usability and feature enhancements reflect customer needs and feedback.
Cross-Functional Collaboration:
- Collaborate with product, marketing, sales, and support teams to ensure a consistent, integrated experience across all customer touchpoints.
- Act as a liaison between customer-facing teams and internal departments, ensuring alignment on customer priorities, pain points, and opportunities for improvement.
- Partner with sales teams to ensure that the customer experience aligns with customer expectations and that any gaps are addressed proactively.
Leadership and Team Development:
- Lead, mentor, and build a high-performing customer experience team, including customer experience managers, support specialists, and customer insights professionals.
- Foster a customer-first culture across the organization by promoting customer empathy and excellence in service.
- Provide ongoing training and development opportunities to ensure your team remains equipped with the skills and knowledge necessary to provide outstanding service.
Data-Driven Decision Making:
- Use customer data and insights to track customer satisfaction, retention, and engagement metrics, leveraging tools such as NPS (Net Promoter Score), CSAT (Customer Satisfaction), and customer health scores.
- Develop and maintain dashboards and reports to measure and communicate the effectiveness of customer experience initiatives to senior leadership.
- Drive continuous improvement by analyzing customer feedback, identifying emerging trends, and implementing proactive solutions to address customer needs.
Customer Support Excellence:
- Ensure that customer support teams are equipped to deliver exceptional service, resolving issues quickly and effectively, and managing escalations as necessary.
- Collaborate with support teams to ensure best practices are in place for managing customer inquiries, issues, and complaints while maintaining a high standard of customer care.
Job Requirements
- Bachelor's degree in Business, Marketing, Computer Science, Engineering, or a related field (Master’s degree preferred).
- 8+ years of experience in customer experience or related roles, with at least 5 years in a leadership position within the software or technology industry (SaaS experience is a plus).
- Proven track record of developing and implementing customer experience strategies that drive customer satisfaction, loyalty, and retention.
- Experience in leading cross-functional teams, including product, support, marketing, and sales, to deliver a seamless and high-quality customer experience.
- Strong knowledge of the software development lifecycle and how it impacts customer experience.
Skills and Competencies:
- Strong leadership and team management skills, with experience building and coaching high-performing customer experience teams.
- Exceptional communication and interpersonal skills, capable of influencing stakeholders at all levels of the organization.
- Ability to think strategically and execute operationally, balancing long-term vision with day-to-day execution.
- Expertise in using customer experience management tools (e.g., Zendesk, Salesforce, or similar CRM and CX platforms).
- Strong analytical mindset, with experience in leveraging customer data and insights to drive continuous improvements.
- A deep understanding of customer journey mapping, UX/UI principles, and design thinking, particularly in the context of software products.
