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Director of Customer Experience

2 months ago

Australia Fi NOW Full time

About the Role:

The Director of Customer Experience will be responsible for building and executing a customer experience strategy that drives customer adoption and retention. This role will work closely with cross-functional teams to ensure process and system changes are adopted to continuously improve the customer experience.

Main Responsibilities:

  • Customer and Market Requirements: Drive customer and market requirements into core engineering in regards to product documentation, software, and ecosystem enablement.
  • Customer Support: Manage Tier 2 and Tier 3 Customer Support journeys and associated metrics of performance.
  • Training and Enablement: Drive training requirements and agendas for Internal Sales, Field Application Engineering, External Sales Rep, and Distribution Partners.
  • Customer Development: Gather feedback as part of the customer development product to drive internal corrective action within core engineering.
  • Product Development: Understand customer requirements, translate to diagrams & documentation to propose solutions and products.
  • Application Enablement: Create application notes, FAQs, KBAs and material to aid in the design-in process and answer customer questions.
  • Customer Design Activities: Identify how we best support customer design activities for wireless & microcontroller products by working closely with the FAE, application engineering and design teams.
  • Sampling and Design-Wins: Collaborate with sales and marketing to ultimately drive sampling to large scale design-wins.

Requirements:

  • Education: BSEE or equivalent.
  • Experience: A solid professional, with a minimum of 15+ years experience in the semiconductor industry.
  • Skills: Proven ability to develop strong working relationships cross-functionally and an ability to lead with influence. Strong communicator with analytic & strategic thinking who can articulate the needs of the customer and resolve both short and long-term issues.
  • Background: Experience building a product from concept to production. Familiarity with embedded software and RF networking, preferably series standards etc. Exposure to customers and customer requirements and translating to project scope.

About Us:

Finnovation is a global company building Wi-Fi HaLow chips for the Internet of Things (IoT). We are a team of wireless experts that love to work hard, innovate & invent. Together, we are building the world's lowest power Wi-Fi technology that will enable billions of IoT devices to connect securely to the internet.

What We Offer:

  • Competitive salary + excellent stock option package.
  • Healthy work environment with sit/stand desks and large screens.
  • Office perks such as stocked drinks fridge, snack bar and barista coffee.
  • Newly fitted-out offices, with a relaxed, friendly work environment.