Head of Customer Experience and Engagement

1 week ago

Sydney, New South Wales, Australia RecordPoint Full time
About the Role

We are seeking an experienced and visionary leader to join our team as the Head of Customer Experience and Engagement. This role will be pivotal in shaping and executing strategies that enhance customer satisfaction, loyalty, and retention.

Key Responsibilities
  • Customer Experience Strategy
    • Develop and implement 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.
  • Team Leadership
    • Own the strategic direction for the Customer Experience team, driving towards mutual value for RecordPoint and our customers.
    • Take on the mantle of Team leadership, coaching, skills development, and guide the team members towards career progression and filling identified skills gaps within our offerings.
  • Process Management
    • Constantly evaluate, manage, and iterate on the processes, metrics, and approaches of the RP Customer Experience team.
    • Oversee the governance of our delivery practices, including the on-time, in-scope, and on-budget delivery of our portfolio of projects and programs globally.
  • Customer Advocacy
    • Act as the voice of the customer in strategic discussions and decision-making processes.
    • Develop and implement effective mechanisms for capturing and addressing customer feedback.
  • Collaboration and Communication
    • Collaborate with stakeholders across both RecordPoint and our customers to ensure a seamless customer experience and mutual value.
    • Communicate effectively with cross-functional teams, including product, sales, marketing, engineering, and support.
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.
About RecordPoint

RecordPoint is a fast-growth Australian-owned company that offers a competitive edge through safer, more secure, and better-managed data. We are a disruptor in our industry, set apart from competitors by our cutting-edge technology and innovation-first mindset.

We offer a workplace where innovation is our way of life, flexible work-life balance, opportunities to grow and develop, and a brilliant graduate program that provides both mentoring and growth opportunities for all. Our team is made up of 100+ tech-driven professionals at the top of their respective fields, fostering a supportive, collaborative, and transparent environment.

We are committed to making a real social-good impact on the world through our product, and we offer a range of benefits, including health, dental, and vision insurance, competitive 401K matching programs, and Employee Share Options for staff as part of our long-term incentives program.

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