Director of Customer Experience Lucidya

Roles & Responsibilities

• Strategic Planning: Define and lead the overall CX strategy, focusing on driving product adoption, customer retention, and expansion opportunities (upsell/cross-sell).
• Team Leadership & Management: Build, mentor, and manage a high-performing team of Customer Success Managers (CSMs) and support professionals. Foster a culture of excellence and customer advocacy.
• Customer Journey Optimization: Map and analyze the entire customer journey, from onboarding to renewal, to identify pain points and implement improvements for a seamless experience.
• Data Analysis & Performance Metrics: Own and monitor key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLV), and Annual Recurring Revenue (ARR). Use data-driven insights to inform strategies and executive reporting.
• Cross-Functional Collaboration: Collaborate closely with Product, Sales, Marketing, and Engineering teams to ensure a unified approach to customer interactions and advocate for product enhancements based on customer feedback.
• Process & Operational Excellence: Implement scalable processes and systems, including automation and AI-driven support, to optimize customer experiences and operational efficiency.
• Crisis Management & Advocacy: Address complex customer issues and escalations promptly, while acting as the "voice of the customer" within the company to ensure customer needs are met and relationships are maintained.