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Head of Customer Experience and Engagement

2 months ago

Melbourne, Victoria, Australia RecordPoint Full time

RecordPoint is a leading data and information lifecycle management SaaS product designed to give highly-regulated organizations a competitive edge through safer, more secure, and better-managed data. We're a disruptor in our industry, set apart from competitors by our cutting-edge technology and innovation-first mindset.

Our global customer list includes top-tier brands and government agencies like the City of New York, Westpac, National Australia Bank (NAB), Australian Prudential Regulation Authority (APRA), Security Benefit, Cupertino Electric, Australian Securities & Investments Commission (ASIC), Transport for NSW, Ausgrid, Pacific Gas & Electric (PG&E), and Delaware Life.

But there's more to us than the what we do — like the who behind it all. Team RecordPoint is made up of 100+ tech-driven professionals at the top of their respective fields. Together, we foster a supportive, collaborative, and transparent environment, collectively working toward the singular goal of continuously doing better.

While we've got all the perks you'd expect — think truly flexible work arrangements, generous paid parental leave, 4 weeks annual leave, and Employee Share Options — you might find that the greatest benefit of all, is the team you join.

Key Responsibilities:

    • Develop and execute a comprehensive customer experience strategy aligned with company goals.
    • Lead initiatives to measure and improve customer satisfaction, time to first record, time to first value, and other key metrics.
    • Establish clear performance metrics and drive accountability for achieving customer value.
    • Serve as the owner of best practices for our consulting services.
    • Continuously evaluate and refine customer experience processes to enhance efficiency and effectiveness.
    • Implement process improvements and ensure best practices are adhered to across all customer touchpoints.
    • Establish and oversee delivery governance to ensure projects are executed effectively and meet customer expectations.
    • Monitor project delivery to ensure timelines, budgets, and quality standards are met.
    • Design and implement customer success programs to drive adoption, retention, and expansion.
    • Develop training and onboarding programs to ensure customers derive maximum value from our solutions.
    • Monitor and report on key customer experience metrics, providing actionable insights to senior leadership.
    • Implement effective mechanisms for capturing and addressing customer feedback.

Requirements:

    • Education: Bachelor's degree in Business, Computer Science, Marketing, or a related field. MBA or advanced degree preferred.
    • Experience: 10+ years of experience in customer experience, customer success, or related roles within the SaaS industry (B2B preferred).
    • Leadership: Demonstrated ability to lead and inspire teams, with a track record of driving customer-centric transformations.
    • Skills: Strong analytical skills with the ability to leverage data to drive decision-making. Excellent communication and interpersonal skills.
    • Knowledge: Deep understanding of B2B SaaS business models, customer success principles, and best practices.
    • Process Management: Proven experience in process evaluation, management, and iteration.
    • Governance: Strong background in delivery governance and project management.

What We Offer:

    • Competitive salary range: $200,000 - $250,000 a year.
    • Employee Share Options for staff as part of our long-term incentives program.
    • Health, dental, and vision insurance, as well as competitive 401K matching programs for US staff.
    • Flexible work life balance.
    • Opportunities to grow and develop.
    • Fast-growth Australian-owned company.
    • A workplace where innovation is our way of life.
    • Personal Development budget for all staff.
    • Access to Employee Stock Ownership Plan.
    • A brilliant graduate program that provides both mentoring and growth opportunities for all.
    • Work on a product that makes a real social-good impact on the world.
    • Global opportunities.