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.
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:
The position reports to the Director of User Experience.
You’re perfect for this role if you:
You also have:
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:
This is a full-time role. All your information will be kept confidential according to EEO guidelines.
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