Director of Customer Experience

at

Tradeshift

San Francisco, CA
Full Time
10mo ago

Company Description

About Tradeshift
Tradeshift is a unicorn in the fintech industry. We are disrupting a typically stagnant environment by connecting companies of all sizes and providing them with the platform and network needed to create value from old processes like procurement, invoicing, payments, and workflow. We recognize that business is both messy and social - two revelations that have driven the development of Tradeshift, a platform for all your business interactions.

Job Description

Role

The Director of Customer Experience leads the development of a world-class customer lifecycle program that activates and accelerates revenue for Tradeshift. We’re looking for a high-impact individual, strategist and customer evangelist who can oversee planning and prioritization of customer programs that improve lead conversion rate (e.g. lead nurture programs), increase Annual Revenue Per Account, customer satisfaction that drive product/new feature adoption and reduce churn.

You will combine your technical acumen and your customer focus to help improve the customer journey. The customer journey is the complete sum of experiences that customers go through when interacting with the Tradeshift company and brand. Instead of looking at just a part of a transaction or experience, the customer experience role is covering the full experience of being a customer. You will work across departments to enforce and establish the customer focus culture, create and sustain service delivery and management processes, and maintain a culture of customer service. You will partner closely with the Sales, Marketing, Customer Success, Professional Services, Onboarding, Support and Product teams to define organization wide processes and customer experiences which efficiently achieve these goals.

What a day is like:

  • Partner with Marketing Ops, Sales and Customer Value teams to analyze business and marketing data to identify key drivers, mechanics and associated dependencies for driving conversion, product adoption, retention, and cross-sell.
  • Drive product changes needed to improve the customer experience.
  • Effectively translate analytics into clear insights and actionable recommendation.
  • Partner with Product, Content, Marketing and Creative teams to drive the development of email communications, press articles, and marketing assets to nurture client relationships.
  • Forecast results from various tactics and advocate for resource prioritization.
  • Revisit existing processes and tools to improve the customer journey step by step.
  • Articulate program strategy and communicate results to key stakeholders.
  • Identify customer segments for targeted programs and plan customer offers and incentive programs to deliver ROI-positive results.
  • Continuously seek to ensure Customer Obsession culture and focus throughout the customer lifecycle.
  • Lead the elimination of pain points/friction and optimizing our customer experiences.

The position reports to the Director of User Experience.

Key Metrics:

  • Average Revenue per Account
  • Customer lifetime value
  • LTV/Cost of Customer acquisition cost - over time
  • Churn rate
  • Customer health score - over time
  • NPS

Qualifications

You’re perfect for this role if you:

  • 5-8 years relevant in Customer experience/relationship management experience, ideally in B2B
  • Experience in SaaS 
  • Cross-team collaboration

You also have:

  • BA or equivalent
  • Hands-on experience with Tradeshift products, Zendesk, Marketo, Salesforce, Domo, or similar tools
  • Familiarity with key performance metrics
  • The passion for building innovative & ROI-positive customer programs at scale

Additional Information

Culture 
Our culture began day one when three Danes poured their heart and soul into creating a platform that could connect every business in the world. We expect each employee to approach their work with the same amount of pride and passion. One day you might find us having a ping pong match in the middle of the work day, and then you’ll find us handing off projects to colleagues in different time zones so we can continue progress around the clock. 

Tradeshifters come from various backgrounds and nations, and we all thrive off challenging the status quo. We take pride in nurturing employee happiness, encouraging personal development, and welcoming teammates from all walks of life.

We value diversity and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Why you might like working here:

  • You love autonomy and the freedom to get your work done how you want 
  • You like sharing your opinions and feeling like they matter
  • Career and professional development opportunities

  • Flexible hours and vacation policy

  • Supplemented cell phone plan

  • Fully paid 6 months parental leave
  • A competitive compensation package + equity

  • 100% covered medical, dental and vision benefits

  • Life, short and long-term disability insurance

  • 401k

  • Wellness and volunteer Programs

  • Fun company events like happy hours, outings and much more!

This is a full-time role. All your information will be kept confidential according to EEO guidelines.

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Onkar By: Onkar