Global Vp Customer Experience - Toronto, Canada - Enghouse

Enghouse

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Enghouse Interactive_, a leading B2B, Enterprise Software company is looking for a
Global Vice-President of Customer Experience. This is a fully remote role.

_ About us:
_
>>>Meet the Team<<<

_ About the role:
_

This role will train, mentor, and help manage global customer retention programs resulting in retention, expansion sales and finding new opportunities to continually improve our customer experience.

They must have in-depth understanding of the tools, technology and processes required in creating and leading a successful Customer Experience Management Program.

Duties include, but are not limited to:

Setting the strategy and prioritizing KPIs
Manage customer churn and increase retention while increasing customer wallet share with Enghouse
Driving customer lifetime value by defining the customer journey
Deploying programs to help drive business value with customers, customer goal achievement, new features, and new usecases
Collaborating with crossfunctional teams to identify and pursue customer growth as well as upsell and crosssell opportunities
Be accountable for change management across the divisions to drive our customer experience initiatives globally
Lead operational excellence recommendation across our customer success, support, professional services, and renewals teams by identifying operational improvements.
Implement an Early Warning System to show overall customer health and strategies to correct low scores and reduce customer churn
Representing the voice of the customer and influencing internal stakeholders by promoting a customercentric mindset across the organization
Architecting the customer renewal organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our broad range of customer segments
Large Enterprise, Midmarket, SMB

_ What you offer:
_
An exceptional problem-solver who can think quickly and strategically will help drive the success of the Team. You are an analytical thinker with exceptional prioritization skills and understand the scope of an issue and its priority. You embrace technology and the role is plays for our customers. A strong understanding of the ins and outs of Enterprise software will be key for this role.

Bachelor's degree
MBA highly desirable
Proven track record of churn reduction
8+ years' experience in client experience or customer success, customer experience or account management roles in the Enterprise Software space
Strong understanding of Enterprise Software space with SaaS knowledge
Planning, organizing, and scheduling in a productive manner, allowing for a focus on key priorities
Understanding/experience with KPI reporting, metrics, budgeting and P&L is highly desirable
Ability to travel internationally up to 35%

_What we offer:
_

Opportunity to work in a growing, diverse and international company
Competitive salary
Private medical insurance
Worklife balance
Career advancement
All tools necessary for success

We are an Accessibility for Ontarians with Disabilities Act (AODA) compliant workplace. You can be confident that our recruitment and hiring processes will be modified to accommodate disabilities, if requested.

We look forward to hearing from you We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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