Director of Customer Experience

Friday, October 25, 2024

For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers' business to help them level the playing field, run day-to-day operations more efficiently, and free them up to focus on what matters most. It’s how business gets done.

Who is ECI?

At ECI, our mission is to enable the entrepreneurial spirit of small and medium-sized business owners. But ECI doesn’t simply deliver amazing software solutions; we also have an award-winning company culture.

• We offer competitive benefits focused on employee well-being, including paid volunteer time off!
• We have been named by Achievers on its prestigious 50 Most Engaged Companies To Work For list for the last five years.
• We have received international recognition for our high levels of employee engagement through Certification as a Great Place to Work six years in a row.
• Our culture of creativity, innovation, and leadership has garnered over a dozen International Business Awards (Stevie).

Come join a worldwide team with a strong culture of inclusion, professional development, and collaboration.

To apply for this position, please attach a detailed resume that demonstrates your qualifications and skill set pertaining to this position. Applications without a resume will not be considered.

Position Overview: The Director of Customer Experience is responsible for leading and overseeing the development and implementation of strategies to enhance customer satisfaction and loyalty. This role involves working closely with various departments to ensure that the customer journey is seamless and exceeds customer expectations. The Director of Customer Experience will leverage data and customer feedback to drive improvements and innovation in customer service, product offerings, and overall customer engagement.

Key Responsibilities:

• Customer Relationship: Using a strategic approach that combines practices, strategies, and technologies to manage and analyze customer interactions and data throughout the customer lifecycle. The goal is to improve customer service relationships, assist in customer retention, and drive sales growth. Working across multiple divisions to ensure customers are delighted with our customer journey from the opportunity won to go live including support. Working with sales to prevent/revert customer churn by working closely with customers to learn their business and help them grow.
• Industry Knowledge: Have industry knowledge to understand the customers' business needs no matter what industry we support. From Office Products to Nurseries including Welding, Electric, Plumbing and Building Materials.
• Strategy Development: Develop and implement a comprehensive customer experience strategy that aligns with the company's goals and objectives.
• Change Management: Reporting up into the Leadership organization with strategic ideas and plans, working with cross functional teams and immediate teams to deploy, listen and modify as need be.
• Partner Relationship: Strategize and work with our partners to establish and maintain a great customer experience such as: Wholesalers, Content Providers, Punchout, ERP’s, Payment Providers, etc.
• Participate in Trade Shows for growth opportunities: Present opportunities to customers, vendors, partners etc. Represent ECI and the products integrated into EvolutionX. Capture and present leads back to Sales.
• Marketing Collaboration: Work with the Marketing Teams (by Division) to find ways to market sales, ERP, best practice information to our customers and prospects.
• Customer Journey Mapping: Analyze and map out the customer journey to identify areas for improvement and ensure a consistent and positive experience across all touchpoints.
• Team Leadership: Lead, mentor, and develop a team of customer experience professionals to achieve high performance and continuous improvement. Working with other Teams, Depts to improve the customer experience for onboarding processes and support communication. Working with Team reporting to me through one on one’s, reviews and goal setting to drive Associate retention and growth within the organization. Mentor others within the organization with weekly calls and ideas for their improvement.
• Cross-Functional Collaboration: Work closely with product development, marketing, sales, and support teams to integrate customer experience insights into business processes and decision-making. Developing and implementing new processes across cross-functional teams and divisions. Areas such as Finance; Nuvei/Net1, cancellations, disputes and reducing churn. Also, Development Teams for issue/resolution, roadmap input, communication and tracking.
• Sales Prospecting: Presenting and supporting the sales team on prospect calls to ensure opportunities sold meet/exceed integration current/future state. Presenting Sales with new and cross sell opportunities, advising and facilitating on prospect calls and helping to support some deals to closed/won.
• Data Analysis: Utilize customer feedback, data analytics, and market research to identify trends, challenges, and opportunities for enhancing the customer experience. Analyzing survey and customer feedback to plan and deploy changes to processes from sales handoff to live and even support metrics. Reviewing support data to build out more robust knowledge base information, set topics for upcoming webinars and customer/employee reach out for additional training(s).
• Customer Feedback Management: Establish and manage systems for collecting, analyzing, and acting on customer feedback to drive improvements and innovation.
• Performance Metrics: Develop and monitor key performance indicators (KPIs) related to customer satisfaction, loyalty, and retention.
• Continuous Improvement: Foster a culture of continuous improvement, encouraging teams to innovate and find new ways to delight customers.
• Communication: Serve as the voice of the customer within the organization, ensuring that customer needs and expectations are communicated and addressed at all levels. Working with the Dev, Finance, Support Depts to improve customer experience journey. Outbound through Intercom for new EvolutionX releases, issues and holidays. Also, proactive using customer feedback from support or NPS survey’s and calls.
• Technical Skills: ERP Software Proficiency, database management, system integration, field mapping and configuration of ERP modules.

Qualifications:

• Education: Bachelor’s degree in Business, B2B eCommerce, or a related field. A combination of relevant experience would also be considered.
• Experience: Minimum of 7-10 years of experience in customer experience, customer service, or a related field, with at least 3-5 years in a leadership role.
• Skills:
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Proven ability to drive strategic initiatives and deliver results.
• Proficiency in using customer experience management tools and software.
• Ability to work together across different departments to achieve a common goal.
• Attributes:
• Customer-centric mindset with a passion for delivering exceptional customer experiences.
• Ability to think strategically and act tactically.
• High level of adaptability and flexibility.
• Strong business acumen and understanding of market dynamics.

In addition to our competitive salary and award winning culture, we offer an excellent benefit package. We even offer our employees a day off to serve their community! Our company core values are our “CODE”: Crave Greatness, Own the Outcome, Deliver Awesome and Embrace Community.