Jobs

    Head of Customer Experience - Canada - Digitail

    Digitail
    Digitail Canada

    2 weeks ago

    Default job background
    Description

    Digitail: Dedicated to revolutionizing the veterinary profession with innovative tech solutions, Digitail is developing an all-in-one system for animal hospitals. This system aids vets in managing client communication, patient data, medical records, schedules, and billing efficiently.

    At the core of Digitail's mission lies a profound respect for veterinary professionals and a deep love for pets.

    To enhance user relationships, Digitail is establishing a Customer function and is in search of a Head of CX to lead their Customer Success, Onboarding, and Support teams.

    Responsibilities:

    • - Develop impactful and resourceful customer experience strategies aligned with revenue success.
    • - Lead onboarding, customer support, and customer success teams, focusing on data, KPIs, and performance excellence.
    • - Utilize customer feedback and research to enhance customer experience.
    • - Implement key performance indicators (KPIs) to monitor the performance of customer experience initiatives.
    • - Collaborate with Product to enhance Net Promoter Score (NPS) and customer advocacy.
    • - Ensure experience consistency across teams and streamline processes for quick customer value delivery.
    • - Review tools and processes to enhance automation and customer connection.
    • - Provide training and development opportunities for team members.
    • - Foster continuous improvement and innovation in delivering exceptional customer experiences.

    Your Experience:

    • - Led Customer Success and Implementation teams in fast-growing SAAS companies.
    • - Experienced in managing budgets, planning, and executing customer strategies.
    • - Prior experience managing customer portfolios with retention targets.
    • - Demonstrated analytical mindset and passion for data-driven decision-making.
    • - Experienced in building automation for workflow efficiencies.
    • - Passionate about learning and experimenting within the customer journey.
    • - Experienced in leadership and collaborating with C-Level teams.

    For more information about Digitail and the Head of CX role, visit the candidate page.

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