Description:
We work in a hybrid work environment, and we value in-person collaboration and meet in the office three days a week. We are open to candidates in New York or Toronto.
Responsibilities
- Work with Project Managers, SIs and customers to build, deliver, and scale the overall customer experience from presale discussions throughout the launch and post-launch phases
- Provide strategic guidance to support customers’ use of the Nautical platform
- Communicate with stakeholders, handle escalations and navigate challenging situations with positive and balanced results
- Work collaboratively with and influence other departments to promote customer satisfaction and achieve business unit and company goals
- Manage, forecast and monitor resource capacity and utilization, staffing appropriately all customer engagements
- Continuously improve and enhance the implementation methodology to drive efficiency and consistency
- Recruit and develop a high-performing team, developing career paths for team members that allow for growth and development within the customer experience team
- Create, monitor and deliver on departmental KPIs
- Influence GTM and Product team's strategy, based on customer feedback
About You
- Proven leadership with 10+ years of experience managing Customer Experience teams at SaaS companies in commerce/retail, eCommerce, ERP, Web CMS, PIM or other related areas
- Significant experience in driving successful software deployments across different industries
- Experience with complex customer implementations/migrations that involve ETL, Integrations, and public-facing websites as well as SI-led integrations
- Excellent communication skills, team-focused mindset, high levels of EQ and IQ
- Experience using (and ideally implementing) tools such as Ticket Systems (Jira/Zendesk), Project Management Systems (Baton/Click-Up/MS Projects etc…), CRMs (HubSpot/Salesforce), to improve collaboration and transparency
- An entrepreneurial approach, self-aware, and an inspiring character with great energy
- Passionate player-coach who can grow and build the team as well as roll up their sleeves and get their hands dirty
- Demonstrated success in building, scaling, and maintaining high-performing Customer Experience functions
- Understanding of data cleansing using tools like Excel, ability to understand workflow orchestration using click-to-build tools like Zapier, and a firm understanding of APIs
- Proven experience working on technical projects and long implementation cycles
- Thrives in a fast-paced adaptable environment, eager to tackle various projects with curiosity and a problem-solving mindset, and energized by spending the day working with customers
- Comfortable navigating ambiguity, taking ownership, and continuously improving processes