Senior Vice President of Customer Experience

Posted 9 days ago

confidentialSeattle (WA)

Customer Service RepresentativesSoftware Publishers

SENIORITY

Manager

About the role

Senior Vice President of Customer ExperienceAbout the CompanyAccomplished provider of cloud-based call center software solutionsIndustryComputer SoftwareTypePrivately Held, VC-backedFounded2011Employees1001-5000Funding$200+ millionCategoriesCRMSaaSCloud ComputingCall CenterCustomer ServiceInformation Technology & ServicesTechnologySpecialtiescall center softwarecomputer softwaretechnologycustomer experienceinnovationenterprisecustomer servicecsatcxcontact centerccaasand aicustomer experience automationcustomer experience softwarecontact center as a servicecloud contact centercontact center softwareai contact centerai call centerai routingworkforce engagement managementai customer experience softwareenterprise contact centercustomer experience analyticscustomer interaction analyticsand ai agent assistBusiness ClassificationsSAASB2BEnterpriseAbout the RoleThe Company is seeking a Senior Vice President of Customer Experience to spearhead the definition and execution of a global customer strategy that is in line with business objectives. The successful candidate will be responsible for driving Net Revenue Retention, exceptional customer ROI, and sustainable enterprise growth. This executive role involves leading a global, multi-departmental organization that includes professional services, customer care, customer experience management, and customer enablement. The SVP will also be at the forefront of global delivery and AI transformation, ensuring a unified delivery model and driving innovation to meet the evolving needs of enterprise customers. Candidates for this role should have a minimum of 15 years' experience in customer experience and/or professional services within global SaaS or cloud enterprise environments, with at least 5 years in a senior executive position. A strong technical background is essential, as is a deep understanding of enterprise AI delivery, contact center operations, and customer retention strategies. The role requires a leader with a proven track record in global delivery leadership, strategic knowledge, and the ability to solve complex problems. The SVP will be expected to have a Master's degree or MBA, exceptional communication skills, and the ability to build and inspire large, distributed organizations. Executive presence, financial management acumen, and a focus on team development and a culture of excellence are also key attributes for the ideal candidate.Hiring Manager TitleChief Product, Technology & Customer OfficerFunctionsOperationsSales/Revenue

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