Senior Director Enterprise Customer Experience

Job Responsibilities:

Strategic Leadership:

• Define and implement the strategic direction for the Enterprise Customer Experience function, aligning with company goals and customer success objectives
• Establish and oversee frameworks for proactive customer engagement, issue resolution, and value delivery for enterprise clients

Customer Health Recovery Program:

• Lead the Customer Health Recovery Program, ensuring rapid response to critical customer issues with a focus on escalation protocols and resolution
• Monitor and achieve customer satisfaction and health KPIs through structured recovery efforts and proactive strategies
• Collaborate with cross-functional teams to develop and execute recovery plans tailored to customer needs

Team Leadership and Development:

• Lead and mentor a team of Enterprise Customer Experience Managers and Experts, fostering professional growth, collaboration, and innovation
• Set performance goals, provide regular feedback, and ensure the team delivers exceptional service and results
• Promote cross-functional collaboration to align ECX efforts with other departments, including Product, Sales, and Support

Customer Relationship Management:

• Act as a senior advocate for enterprise customers, ensuring their needs are prioritized in organizational decision-making
• Oversee the development and execution of strategies to enhance customer satisfaction, health, and retention metrics
• Engage with key enterprise customers to build trust, gather feedback, and address escalated issues effectively

Operational Excellence:

• Develop and monitor KPIs to measure the effectiveness of the ECX function, including customer satisfaction, retention, and health metrics
• Drive process improvements and implement best practices to elevate the customer experience and operational efficiency
• Ensure fulfillment of enterprise support contracts, including adherence to SLAs, response times, and other deliverables

Technology and Innovation:

• Leverage emerging technologies, such as generative AI and advanced automation, to enhance customer interactions and value delivery
• Support the adoption of ABBYY tools, Intelligent Document Processing (IDP), and other relevant solutions to address enterprise needs effectively

Customer Advocacy and Insights:

• Provide strategic insights to senior leadership based on customer feedback, trends, and data analysis
• Advocate for customer-driven enhancements in product development and service offerings

Job Requirements:

• Leadership Experience: 10+ years of experience in customer success or related roles, with at least 5 years in a leadership capacity managing teams in an enterprise environment
• Technical Acumen: Strong knowledge of OCR, IDP, automation, and ABBYY tools (e.g., Vantage, FlexiCapture, FlexiLayout, FineReader Engine)
• AI and Innovation: Familiarity with generative AI and LLM models, with the ability to integrate these technologies into customer solutions
• Customer-Centric Mindset: Proven track record of driving customer satisfaction and retention through innovative strategies and high-touch engagement
• Data-Driven Decision Making: Experience in using customer health metrics, analytics, and reporting tools to drive performance and improvements
• Communication and Interpersonal Skills: Exceptional verbal and written communication skills, with the ability to influence at all organizational levels
• Problem Solving: Strong ability to resolve complex customer challenges while balancing business and technical requirements

Preferred Qualifications:

• Industry Expertise: Experience in SaaS, B2B enterprise environments, or technology solutions.
• Global Experience: Proven ability to lead teams and engage customers across diverse geographies and cultures.

Why Join Us?

As the Enterprise Customer Experience Senior Director, you will play a critical role in shaping how we engage and deliver value to our most important customers. This is an opportunity to lead a high-impact team, drive strategic initiatives, and contribute directly to customer satisfaction and business growth.

Salary Range:

• The anticipated base salary range for this position is between $98,000 and $125,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Here are some of our local benefits:

• Three week's paid time off on top of 12 paid holidays, floating holidays, and holiday allowance increase based on tenure
• Gym membership subsidy
• Medical and dental insurance
• Pet insurance
• Employee Assistance Program
• College Savings Plan
• Travel assistance
• 401(k) with up to 4% employer match