What are the responsibilities and job description for the Head of Customer Experience position at Volt?
About The Role
As Head of Customer Experience at Volt, you will lead our rapidly growing post-sales organization. As one of our early customer-facing leaders, you'll play a pivotal role in shaping the future of how we serve and grow with our customers. You will own the strategy and execution of our Onboarding, Support, and Customer Success functions, building a scalable foundation that preserves our world-class customer experience as we expand.
This is a high-impact leadership role where you'll be trusted to solve novel technical and CX challenges, work directly with customers daily, and collaborate cross-functionally to influence product direction and drive revenue growth. You'll thrive here if you are energized by building programs from the ground up, want to take on meaningful ownership, and are eager to experience exponential personal and professional growth alongside a talented, collaborative team.
Key Responsibilities:
As Head of Customer Experience at Volt, you will lead our rapidly growing post-sales organization. As one of our early customer-facing leaders, you'll play a pivotal role in shaping the future of how we serve and grow with our customers. You will own the strategy and execution of our Onboarding, Support, and Customer Success functions, building a scalable foundation that preserves our world-class customer experience as we expand.
This is a high-impact leadership role where you'll be trusted to solve novel technical and CX challenges, work directly with customers daily, and collaborate cross-functionally to influence product direction and drive revenue growth. You'll thrive here if you are energized by building programs from the ground up, want to take on meaningful ownership, and are eager to experience exponential personal and professional growth alongside a talented, collaborative team.
Key Responsibilities:
- Be the face of our post-sales experience, and actively ensure clients are provided with the white-glove experience they expect from a premium enterprise SaaS product
- Enabling Volt to scale by thinking 6-12 months ahead, anticipating the roadblocks that come with customer growth, and setting the team up for success to move through them with ease
- Providing tools for organization-wide transparency into account status and planning
- Owning the Customer Journey. Develop scalable systems and processes to ensure customers are educated through every stage of the customer lifecycle
- Drive meaningful revenue growth across Volt's existing customer base through usage and adaption as we scale rapidly
- Become a key customer partner, developing relationships with executives of Volt's most strategic customers
- Responsible for sourcing talent and growing Onboarding, Customer Support, and Customer Success teams to ensure the highest level of customer satisfaction with the Volt product lines
- Work closely with Marketing, Product, and Sales to ensure the voice of the customer is heard at every level of the company to drive improvements for the future
- Create systems to internalize customer feedback and communicate data-backed recommendations to the product team for improved customer satisfaction and success
- Develop churn reduction tactics to maximize customer lifetime value
- Build data-backed, measurable KPIs for all account management and success activities
- Create proactive systems to identify struggling customers and mitigate churn while maximizing the customer experience
- Create customer support playbooks and tactics to ensure timely responses to support inquiries
- Empower our customer-facing teams with tools and tactics to ensure the highest levels of customer satisfaction
- Bachelor's degree preferred; equivalent professional experience will be considered
- 5 years of experience in enterprise SaaS account management and customer success
- Proven track record of building and leading high-performing account management and customer success teams. Ability to hit the ground running, adapt quickly, and thrive in a fast-moving environment
- Strong integrity, professionalism, and discretion in handling sensitive information
- Strategic thinker with a demonstrated ability to define vision and translate strategy into execution
- Data-driven decision maker with strong analytical skills
- Exceptional verbal and written communication skills and an effective collaborator who excels in dynamic, fast-paced environments
- The salary range for this position is $110-140K 15% annual bonus.
- The company provides employees with health, dental, vision, and life insurance at no extra cost.
- Equity in the form of stock options is awarded to all employees.
Salary : $110,000 - $140,000