Director Of Customer Experience

Benchmark Analytics Chicago , IL 60640

Posted 1 week ago

Role: Director of Client Experience

We are growing rapidly and would like to invite a Director of Client Experience to join our team to help us exceed the expectations of our government law enforcement customers and make a significant impact on our company and our support operations. Reporting to the Director of Program Management, you're passionate about providing a phenomenal support experience to all of our end users. This includes continuing to build and leading, supervising and mentoring our Support and Configuration Specialists (Tier 1) and our Implementation Engineers (Tier 2), handling technical, complex or sensitive support issues and continuing to build the tools, processes and documentation needed to best support our clients and enable the small but mighty team. Additionally, you'll be a major architect, as part of our broader Implementation and Operations team, of our longer-term strategy for our customer support and implementation functions and will own the continuous iteration to continue improving and evolving our support and configuration operations.

This role will also oversee the implementations of our standard out of the box customer configurations with a keen eye towards fine-tuning our configuration process so that we can launch standard customers quickly and efficiently while exceeding their expectations for speed and ease.

Some challenges you'll tackle:

- Build and manage systems that deliver services aligning with SLA adherence and an eye towards efficiency and user experience

- Work closely with Implementation, Product and Engineering teams on customer needs and new product developments.

  • Provide guidance to direct reports

- Recruit and train new reports

- Ensure customers receive consistent and reliable service and support during each interaction.

- Ensure clarity around priorities and goals for the entire portion of support

- Ensure support documentation is helpful, up to date and accessible in a meaningful format

- Communicate goal results and key performance indicators to direct reports and drive your teams towards success

- Manage escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications get fulfilled.

- Handle difficult or escalated customer issues with diplomacy and tact, ensuring issues are resolved in an effective, professional, and timely manner.

  • Innovate and improve continuously to meet the growing needs of our customers


You should:

- Have experience working at a high growth start-up

  • Have 3+ years experience managing support professionals providing SaaS support

- Have 7+ years experience in a technical support role

- Have excellent communication and technical communication skills, both written and verbal

- Have exceptional time management skills

- Have passion for leading and working with others and having a role in the professional growth of others

- Be able to be decisive and take action in any situation, and know when to escalate

- Be familiar with popular help desk software and ticketing messaging systems

- Be an effective leader and team player with a high level of initiative and the ability to work well in a team environment

- Be able to thrive in a fast paced, start-up environment

- Be able to learn complex systems quickly and have an understanding of standard system integrations

- Experience working with or managing a customer support vendor highly preferred

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Director Of Customer Experience

Symphony Post Acute Network

Posted 2 years ago

VIEW JOBS 8/9/2019 12:00:00 AM 2019-11-07T00:00 <strong>Symphony of Midway is looking for a talented Bilingual Director of Customer Experience to join our team!</strong><br />  <br /> <strong><em>At Symphony of Midway, we value the contributions of every care provider and team member. We are dedicated to creating a positive and productive professional environment where all are empowered to grow and thrive. </em></strong><br />  <br /> Symphony Care Network is certified as A Great Place to Work for 2019-2020! We couldn’t be prouder of our teams. We understand that the satisfaction of our teams results in the highest quality of care for our guests.<br /> <br /> <br /> <strong>The Director of Guest Experience will be responsible for monitoring all aspects of the guest experience and provide actionable information to facility management regarding enhancements to the overall operational effectiveness of the site. <br /> <br /> Some duties will include:</strong> <ul> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Greet / orientate all new guests and their families to the amenities and services of the facility</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Follow up with each short - term guest and family member/responsible party</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Serve as a liaison between guests and the facility to address any/all concerns</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Responsible for daily administration of survey tool/system</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Examine trends in data to identify systemic issues and/or improvements and present to facility management</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Responsible for providing excellent customer service</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Assist Administrator</li> </ul> <strong>Candidate must have the following: </strong> <ul> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">MUST BE BILINGUAL ( spanish/English)</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">2-3 years experience in similar position with strong emphasis on hospitality industry experience</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Dependability</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Leadership and supervisory skills</li> <li style="padding: 0; margin: 0;" style="padding: 0; margin: 0;">Demonstrate excellent customer service</li> </ul> <strong>Compensation and Benefits:</strong> <div style="padding: 0; margin: 0;">Symphony Post Acute Network rewards its professionals for their hard work and dedication with a comprehensive benefit and incentives program including an enhanced and generous work/life balance program, medical, dental, vision, short term and long-term disability, life insurance and much more. We provide competitive pay, and a multitude of opportunities for career advancement, and personal growth.</div> Symphony Post Acute Network Chicago IL

Director Of Customer Experience

Benchmark Analytics