Why become a VP Customer Experience at Noggin?
There is an undeniable purpose in our work and customer experience is critical to our business. From purchase to go-live and beyond, our VP Customer Experience will ensure that our customers are effectively managed and supported throughout their journey with us. Working alongside an amazing team of smart, talented and capable people; you will manage, grow and improve our support, customer success and solution delivery functions globally.
Reporting into the CEO, this role is responsible for delivering an exceptional customer experience, ensuring that each functional area achieves both their operational and strategic goals. The core functions you will oversee include service delivery; customer on-boarding and implementations; customer growth and renewals; product utilisation and customer advocacy as well as margins and profitability.
Coming into this role, you will be responsible for mapping out our customer journeys and then systematising our processes to ensure they are geared towards excellence in delivery and customer experience. Over and above this, you will be responsible for reporting to our executives on the performance and strategic direction of the functions within your remit.
What does it take to be a VP of Customer Experience at Noggin?
You’re tertiary qualified with exceptional team leadership, coaching and people development skills. You have a deep empathy for customers and a passion for growth and revenue generation. You understand the different customer success metrics within SaaS business models and how to work with cross functional teams to achieve departmental objectives. Ideally, you have a combined background of software professional services and customer success / experience.
You have a solid track record of building, leading and scaling customer success and service delivery teams and you know exactly what’s required to ensure Noggin’s customers get the maximum value of our solutions and services. You have experience working with senior managers in customer success, professional services and service delivery as well as demonstrated achievements in ensuring the right methodologies, systems and processes are in place.
You understand the drivers behind customer experience in a SaaS business and you know how to embed a strong customer-service ethic within the business. You have an analytical and process-oriented mindset and as a result, you understand the importance of data, reporting, analysis, improvement and innovation. You’re a strong communicator who can deliver strategic input and operational reporting to C-level executives and you are adept at then conveying these strategies and operational objectives to internal stakeholders.
What does success look like in this role?
In your first 3 months, you have become fully acquainted with our products and services and you understand how all the moving parts of our overall customer engagements hang together. You will have developed with a strategic plan about how you’re going to manage your function and deliver exceptional customer experience.
By the 6-month mark, you have started to execute on your business plans and strategies, and you have worked with all parts of the business to ensure customer experience is at the core of everything we do. Additionally, you will have started to see the impact of your business initiatives on the improvement of customer experience and customer growth.
12 months in, you have become a valued member of the senior management group and you have started to see improvements and team accomplishments as a result of the business improvements and process changes you have made. Your impact over the past 12 months will have been significant and this is supported by data showing improvements in customer growth, feedback and advocacy. As a result, your teams will be engaged, growing steadily and performing consistently.
To apply, please use the online application link. For further information or to arrange a confidential discussion, please email our Head of People, Kara Stevens - email@example.com.
Please note, you must have valid and unrestricted work rights for Australia to be considered for this role. **No Agencies Please**