Director of Customer Experience

Description:

We're on the lookout for an inspiring Director of Customer Experience who will be the architect of our Customer Experience organization. This role is for a visionary leader who understands the intricate balance between customer service and customer success and is ready to champion both reactive support and proactive customer engagement strategies.

Key Responsibilities:

• Create and lead the Customer Experience organization, encompassing customer service and customer success teams.
• Develop and execute a comprehensive customer experience strategy that includes both reactive support mechanisms and proactive customer engagement.
• Champion the implementation of best practices in customer success, drawing from industry certifications and contemporary trends.
• Leverage project management skills to drive initiatives that enhance customer satisfaction and retention.
• Lead, mentor, and scale a high-performing team dedicated to delivering exceptional customer experiences.
• Collaborate cross-functionally to integrate customer feedback into product development and business strategies.
• Drive continuous improvement by analyzing customer interactions, addressing pain points, and implementing feedback loops.

Requirements:

Qualifications:

• Proven experience in customer success and service, ideally within a technology or telecommunications environment.
• Strong project management skills with the ability to execute and deliver on complex customer experience initiatives.
• Exceptional leadership capabilities with a track record of building and guiding diverse teams.
• Holder of Certified Customer Success Manager (CCSM) Level 2 and/or Level 1 certifications, or equivalent.
• Strategic mindset with the ability to balance short-term needs and long-term customer success goals.
• Outstanding communication skills, with the ability to engage and influence at all levels within an organization.
• A customer-first approach, with the ability to foster a culture that anticipates and responds proactively to customer needs.

What We Offer:

• The chance to build and shape a new Customer Experience organization in a company committed to our customers.
• A leadership role with the scope to make significant impact across the business.
• A supportive, dynamic work environment that fosters innovation, collaboration, and continuous learning.
• Competitive salary and benefits package, including opportunities for professional development and growth.

If you are a passionate Customer Experience advocate with a desire to build a world-class customer-centric team, we would love to hear from you. Join us at Syringa Networks, where your expertise will fuel our collective success and help our customers reach new heights.