Customer Experience Strategist

Posted 10 January 2022
SalaryCompetitive
LocationSan Francisco
DisciplineTechnology Sales
Reference50376
Contact NameChristina Marks
Remote working Remote

Job description

The Company:

Stott and May are representing a female-founded, Series B, Customer Experience platform in the enterprise e-commerce space seeking a Customer Experience Strategist. This team, powered by talented individuals, all focused on a mission to disrupt the ever-growing digital retail landscape by providing world-renowned enterprise brands with the solutions they need to deliver an unparalleled automated customer experience.

 

The Role:

As a Customer Experience (CX) Strategist, you will be a key stakeholder within the revenue team, functioning both internally and externally, as the go-to expert for customer experience and CX automation across the entire Platform. You will be responsible for crafting tailored CX automation roadmaps for customers by marrying the understanding of their business goals with the knowledge of what the CX automation platform is capable of; and ultimately driving technology expansion platform-wide and to all customers. This is an exciting opportunity in a fast-growing company.

 

Responsibilities

  1. Cross collaboration with internal resources (Implementation/development/product management) to improve customer experiences with the Platform.
  2. Understand our customers’ business and technology goals, and work with the customer to create a joint plan to meet those goals. Conduct regular plan reviews with customers. Plans entail a roadmap to help the customer become operationally more effective with the Platform.
  3. Act as a business consultant to your customers to ensure clients’ goals are met
  4. Regularly audit client performance data and help to recommend how to improve results.
  5. Use data insights to track feature utilization/use cases and make recommendations for increased adoption.
  6. Monitor customer health and engage extended teams to aggressively create and execute “get well” plans for both operational and relationship issues.
  7. Advocate for your customers and drive customer feedback into the Platform.
  8. Build relationships at all levels of client organizations and identify customer references within your accounts.

 

Qualifications

  1. 3-5 years of customer-facing role (Customer Success, Sales, Consultant) or equivalent experience on the customer/implementation side
  2. Relationship-oriented, credible customer leader with senior-level audiences
  3. Technical acumen - Need to understand and translate from engineering to business stakeholders
  4. Strong analytical skills and consultative skill set to analyze current usage, customer goals and recommend actions that drive success for customers
  5. Excellent written, verbal, presentation, and interpersonal communication skills
  6. BA/BS, advanced degree a plus

 

This is a fully remote role, with the HQ based in San Francisco. They offer competitive pay, equity, and there is significant growth opportunity. If you are interested to learn more, apply today!