Chief Customer Officer Job at Everest Recruiting, Waltham, MA

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  • Everest Recruiting
  • Waltham, MA

Job Description

This role is responsible for implementing and overseeing a customer-first approach throughout the organization. They do this by developing and approving ideas to improve people, processes, and systems that directly affect the customer experience.

Duties And Responsibilities

  • Owning and driving customer value and adoption post-sales. Manage and grow a global organization including renewals, customer success, customer support and services.
  • Working across the organization to define a clear client journey and optimize customer lifecycle management
  • Define measurable customer success outcomes and establish processes to measure them across each part of the journey focused on churn reduction
  • Lead M&A activity from an integration, change management and portfolio strategy perspective for all post-sales activities
  • Drive adoption of cloud platform, help move all customers from on-prem to SaaS
  • Be the voice of the customer in the organization and drive people, process, and technology improvements across each area. Based on interactions with customers – drive and prioritize improvements
  • Enable cross functional collaboration by aligning departments with a customer-centric culture, creating a consistent and seamless experience by ensuring that all departments are unified
  • Enable CX analytics, reporting, and forecasting on a weekly, monthly, quarterly, and ad-hoc basis at department and executive level
  • Mentor and coach a high-performing team of (S)VPs as they continue to develop their functional expertise and leadership capabilities
  • Other duties as assigned and required

Required Qualifications

  • High-Growth, Multi-Product B2B Software Experience
    • Experience operating in a growing B2B software company with revenues of $500M+
    • Experience operating in a complex, multi-product environment that has grown organically and through acquisition
    • Track record of success in a global organization
    • P&L management experience preferred
    • Security industry preferred
  • Customer Focused Functional Expert
    • Proven track record in owning renewals, customer success, customer services and professional services
    • Experience increasing NPS, reducing churn, and familiarity with best-in-class methodologies and practices
    • Proven ability to achieve and surpass customer renewal and revenue expansion targets, as well as customer usage/engagement metrics in a SaaS environment
    • Proficiency with Salesforce.com and Gainsight Customer Success
  • Ability to Build Scalable Process and Teams
    • History of hiring, developing, motivating and mentoring customer facing and operations teams capable of setting and meeting ambitious goals. Experience managing geographically disparate teams
    • Proven ability to set up and manage well-define metrics and KPIs to create a scalable and transferrable process across the business
    • Data-driven decision maker; analytical and metrics focused with history of implementing customer strategies that impact ROI
  • M&A Experience
    • Successfully managed and led integration of teams, processes, and customers
    • Platform integration experience
  • Commercial & Customer Mindset
    • Track-record of building and executing a customer-centric business strategy and successfully driving engagement and maximizing customer lifetime value
    • Strong customer instincts and ability to identify both new and expansion opportunities
    • Ability to champion the needs of customers, fighting for their best interest
  • Outstanding Communication and Leadership Skills
    • Collaborative leader with ability to partner cross-functionally and effectively articulate a clear vision and value proposition to customers, partners and internal teams
    • Strong executive presence with the ability to set vision and strategy for customer experience at the national and global level and lead the organization through growth
    • Ability to flourish in a team environment, be proactive and handle uncertainty and ambiguity
  • Strong Gravitas with Executive Presence and Low Ego
    • Empathy and understanding of others with an ear for customer value. High EQ.
    • Dynamic and disciplined thinker with intellectual horsepower, and entrepreneurial spirit and a passion for making a mark in a fast-paced, growing environment
    • Highest ethical standards, integrity, authenticity, credibility, and character

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