Serving as the primary lead for creating exceptional experiences for Ensono's clients, the Client Experience Senior Director will be responsible for the following:• Improving the overall Customer Experience for Ensono, focusing on client analytics, client reporting, onboarding, creating differentiating experiences for our clients and designing our conversations to be more consultative and outcome focused• Supporting the Client Success organization by developing Client Success team deliverables/templates designed to create more consultative conversations with clients, onboarding materials, playbook development, enablement and training to help the Client Success team be more consultative• Leading the planning and execution of our Client Advisory Board, an annual, interactive event to engage and gain input from our most strategic clients• Prioritizing and leading Customer Experience improvement initiatives across Ensono• Implementing customer advocacy (e.g. referenceability programs, customer satisfaction measurements, community engagement, etc.)• Improving client reporting to build automated solutions and real-time client analytics that improve decision making• Drive analytics to deliver the desired customer experience (e.g. customer health, predictive analytics, usage, etc.)• Monitor KPIs and performance bottlenecks across Customer Experience teams• Own roadmap of systems and tools to support Customer Experience teams including Customer Success, Services, Support• Manage expectations for operational systems (i.e., Salesforce, Gainsight, etc.)
Additional requirements would include but not be limited to:• 7+ year relevant experience in Client Experience, management consulting & strategy, or business operations in a technology company, or a similar background• 5+ years of experience managing teams in dynamic, entrepreneurial enterprise software companies - mature start-up's or companies who've scaled during you tenure are ideal• Strong business and technical acumen and executive presence, combined with deep analytical and organizational skills; strong understanding of value drivers in recurring revenue business models• Strong leadership skills and a drive to make a large impact on the company and the customers• Passionate and creative leader with a proven track record in leading and motivating cross-functional teams• Ability to drive change management; guide the team with confidence and empathy through a fast-paced, changing environment• Passion for data, analytics, and process: ability and desire to dive into data to understand metrics and continuously refine & improve our company strategy and performance - you should be doing this hands on• BA or BS degree or equivalent experience is required; an MBA preferred
JR006830