ID.me

  • Vice President of Customer Experience

    Location : Location US-VA-McLean
    Member Support
  • Overview

    ID.me is seeking a Vice President of Customer Experience to join our growing team.

    The Vice President of Customer Experience will be a key member of the leadership team managing Customer Support and Experience teams. The Vice President of Customer Experience provides a comprehensive and authoritative view of the customer and creates the strategic vision and guardianship over customer experience across the organization to maximize customer on-boarding, customer support, adoption, advocacy, satisfaction, and profitability. We are looking for an individual who wants to make an impact and grow professionally.

     

    This role utilizes customer insight and strategic purview to support and provide the best experience for customers. Success in this role is defined as: (i) providing world-class support and responsiveness in accordance with SLA’s; (ii) enhancing the productivity/efficiency of the support team to improve the rate of response and communication, internally and externally, of the status of support tickets; (iii) mapping all components of the customer journey to shepherd its alignment with the customer experience strategic vision and objectives; (iv) defining and interpreting customer insights and analysis to drive continuous process improvements to achieve financial objectives and raise the level of customer satisfaction; (v) embracing the role of champion of the customer throughout the organization.

     

    We are a fast moving business, and you will have the opportunity to roll up your sleeves and help the company build a truly next-level customer experience department. The ideal candidate will have significant experience managing and maturing support and experience teams at high-growth startups, working across a wide range of customer types and industries.

     

    Responsibilities

    • Deliver and manage world-class customer service processes that scale at every point in the customer lifecycle
    • Define, evangelize and drive the long-term vision, strategy, roadmap, and execution for our customer teams
    • Identify, attract, grow, and retain talent at all levels of the customer contact center
    • Resolve complaints, recover the customer experience, and implement preventative improvements
    • Build strong relationships of trust and collaboration across internal key functions, including Product, Engineering, Sales, Marketing, and Finance
    • Instill and drive culture and metrics focused on customer experience and service responsiveness
    • Manage, evaluate, and improve products, processes, communications, and tools supporting customer teams
    • Identify key metrics, including productivity, quality of service ratings, and other relevant metrics and drive change where needed
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Drive new business growth through greater advocacy and reference-ability
    • Identify key metrics, including productivity, quality of service ratings, and other relevant
      metrics and drive change where needed
    • Optimize the Customer Lifecycle to include mapping the customer journey, developing
      listening pints in the journey, standardizing intervention for each point in the journey,
      defining customer base segmentation, identifying opportunities for continuous
      improvement, learning from best practices in industry
    • Create tools, reports, and processes to effectively communicate project status to Senior Leadership and relentlessly improve our product, communication, and ways of working
    • Execute and deliver in a highly matrixed and distributed environment

    Qualifications

    • 10+ years of experience in a customer facing roles in tech companies
    • Strong empathy for customers and passion for revenue and growth
    • Leadership skills to create a company-wide culture of customer experience
    • Track record and deep knowledge of best practices for operational excellence and customer experience management in both B2B and B2B2C environments
    • Experience using metrics and models to drive business decisions, prioritizing initiatives based on quantitative data, and able to identify gaps in reporting or analysis needed to answer business questions
    • Ability to align cross functionally and create teamwork company-wide such as with Marketing to create marketing efforts to existing clients, with Product to drive customer feedback into the product roadmap, and with Sales to maximize cross-sell and up-sell
    • Leadership that builds teams, relationships, and credibility as a trusted partner and doer
    • Ability to communicate effectively on a regular cadence to senior executives on strategies, goals, and status across departments
    • Strong business aptitude, clear thinking and communicating, and solid decision making
    • Scrappiness and resourcefulness, ready to roll up your sleeves to create a company-wide customer feedback loop and definition of ideal customer
    • Expert knowledge of customer support in a high-tech environment to anticipate a wide range of future needs and opportunities and facilitate the development of complex solutions
    • Excellent people management skills, including the ability to influence a wide range of audiences across the company while working closely with an engineering team
    • Strong negotiation and issue resolution skills
    • Self-motivation, high-energy, tenacity
    • Excellent verbal and written communication skills
    • Strong planning, scheduling and organization skills
    • Ability to determine resource needs and recommend solutions

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