Chief Customer Officer

Chief Customer Officer

As the Chief Customer Officer (CCO) at Alida, you will play an essential part in the future of the organization. This is a crucial role, combining strategic leadership and operational execution to positively impact our customer-focused initiatives. As the ideal candidate, you have a proven track record of driving meaningful customer engagement and delivering tangible results through collaborative efforts with cross-functional teams.

Reporting directly to the CEO, as CCO you will lead a global, high performing team of customer success professionals, and work closely with customers across verticals, including media, tech, retail, CPG, healthcare and finance. Alida provides multiple service levels to our customers, from white glove, to digital touch and managed services. You will be an integral part of shaping the strategy and the future of customer success at Alida, building on our existing processes and technologies to exceed customer expectations and drive long-term loyalty.

To be a successful candidate for this role, you will be passionate about driving customer success and being part of a company that believes the customer is the ultimate source of truth.

*The typical OTE range for this role in Vancouver will be $375,000-450,000 CAD*

Responsibilities

• Lead the full global Customer Success org, which includes Customer Success & Customer Support;
• Recruit and lead world-class functional leaders for your org, and act as the driving force for employee engagement, satisfaction, and morale;
• Mentor and develop emerging leaders within your team;
• Operationalize a seamless customer journey built on customer value across all functions to increase NRR;
• Create proactive, repeatable processes and playbooks to drive consistently-strong Customer Experience;
• Champion cross-functional initiatives to maximize Gross Revenue Retention and Net Revenue Retention;
• Leverage technology to create digital capabilities and automation where possible;
• Build strong alignment with peers across the company, in Sales, Product, Marketing, Finance and other areas;
• Ensure collaboration with your teams and the wider business, to maximize Net Revenue Retention and to drive product adoption;
• Engage directly with high-value clients, supporting your teams to win and to provide the highest customer service;
• Act as the learning engine of the business to infuse the voice of the customer into all aspects of the business;
• Have a strong understanding of the complexity and nuances of different market segments and the ability to develop a customer journey lifecycle that is strategically tailored.

Desired Skills and Experience

• 10 years of functional leadership experience across multiple “post-sales” functions (e.g., Customer Success Management, Customer Support) with proven strategic planning skills, revenue goal achievements, and experience implementing or overseeing a customer-first approach;
• Proven success working and building strong cross-functional relationships and teams in a CX or SaaS organization
• An MBA or related graduate or postgraduate degree, on top of an undergrad degree in a related field;
• Experience in a CX or SaaS organization;
• Expert empathy skills with high emotional intelligence, and experience in applying those skills in a business context;
• Strong communication skills and the ability to follow customer narratives to understand their point of view and transform and present those insights into workable strategies for customer success and business growth;
• Customer focus as a core principle throughout your professional activities;
• Deep understanding of customer service, customer experience, customer success, and customer operations;
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports
• Business development knowledge and, ideally, experience growing business in a high performing SaaS environment;
• Strong analytical and goal-oriented mindset backed by expert-level people and project management knowledge and skill set.

The Good Stuff:

+ Amazing growth and learning opportunities with a fast-growing Canadian SaaS company that is a world leader in its industry
+ Best-in-class company paid benefits for you and your family - offering medical, dental, vision, RRSP matching in Canada, a 401K in the US, and more.
+ Unlimited Vacation: Yep, it’s true. Take vacation when you want it, how you want it. Designed to better fit your evolving needs.
+ Summer Fridays: Fridays are a day off during July and August. To help provide better balance in the summer months focusing on employee wellness.
+ Recognized as a Great Place to Work® 2021-2022
+ Recognized in 2022 as one of the Best places to Work®
+ Recognized as a Top Employer by British Columbia's Top Employers 2022

About Alida

Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers can help companies make better decisions and drive long term loyalty and growth.

That’s why Alida helps innovative brands create highly engaged research communities to gather feedback that empowers better customer experiences and product innovation.

Leading companies like HBOMax, Adobe, Warner Bros. Discovery, Twitch and lululemon depend on Alida’s community-centered research platform to deliver fast and reliable customer feedback at scale so they can build better products, refine user experiences and test marketing campaigns.

Learn more at www.alida.com.

We can’t wait to meet you!

We understand that applying for a new position takes effort and want to thank you in advance for taking the time to introduce yourself.

At Alida, we’re dedicated to fostering an environment where our employees feel heard, valued and included.

We believe that a diverse team is a core pillar in building better products and services for our global customers and we strongly encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation. Even if you don't meet every single one of the stated requirements but you are excited about this opportunity, we'd love to hear from you anyway. Our Talent Acquisition team will review your application for this role, and others we may have open now or in the future.

Follow us at www.alida.com and engage with us on LinkedIn, Twitter and Instagram.

Alida has an accommodation process in place to provide reasonable accommodation to employees, and to qualified job applicants with a disability during the hiring process. If you require accommodation because of a disability or medical need, please contact accommodations_hiring@alida.com so that arrangements can be made for the appropriate accommodations to be in place.

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