Head of Customer Experience

7 days ago

Sydney, New South Wales, Australia RecordPoint Full time
Transform Customer Experience with RecordPoint

RecordPoint is a pioneering data and information lifecycle management SaaS product that empowers highly-regulated organizations to stay ahead in the market. As a disruptor in our industry, we leverage cutting-edge technology and an innovation-first mindset to deliver safer, more secure, and better-managed data.

Our esteemed customer list boasts 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.

At RecordPoint, we're more than just a product – we're a team of 100+ tech-driven professionals who foster a supportive, collaborative, and transparent environment. Our collective goal is to continuously improve and deliver exceptional results.

We offer a comprehensive benefits package, including flexible work arrangements, generous paid parental leave, 4 weeks annual leave, and Employee Share Options. But what truly sets us apart is our team – a group of dedicated professionals who are passionate about making a difference.

Job Summary

We're seeking an experienced and visionary Head of Customer Experience to lead our customer experience initiatives on a global scale. This role will be pivotal in shaping and executing strategies that enhance customer satisfaction, loyalty, and retention.

Key Responsibilities
  • 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.
  • Collaborate with product, sales, marketing, engineering, and support teams to ensure a seamless customer experience.
  • Act as the voice of the customer in strategic discussions and decision-making processes.
  • Establish clear performance metrics and drive accountability for achieving customer value.
  • 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
  • Bachelor's degree in Business, Computer Science, Marketing, or a related field. MBA or advanced degree preferred.
  • 10+ years of experience in customer experience, customer success, or related roles within the SaaS industry (B2B preferred).
  • Demonstrated ability to lead and inspire teams, with a track record of driving customer-centric transformations.
  • Strong analytical skills with the ability to leverage data to drive decision-making. Excellent communication and interpersonal skills.
  • Deep understanding of B2B SaaS business models, customer success principles, and best practices.
  • Proven experience in process evaluation, management, and iteration.
  • Strong background in delivery governance and project management.
Why RecordPoint?
  • 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.

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