Director, Customer Experience

This role will define and drive the vision for delivering exceptional customer experience and support across clinical and non-clinical teams to deliver high quality experiences and drive customer loyalty. You will oversee a team of Customer Support Managers and collaborate with Sales, Product, Post Sales and Operations teams to ensure customers achieve their desired outcomes while identifying opportunities to deliver delightful experiences. 

The Director of Customer Experience  will develop and implement systems and tools like Salesforce and Zendesk to manage customer success, drive cross-functional initiatives, and foster a proactive approach to solving customer issues.

This position reports to the Head of Customer Success.

Responsibilities:

• Oversee all facets of customer support operations, ensuring optimal efficiency, effectiveness in issue resolution, and scalability to accommodate future growth
• Develop and execute a compelling customer experience  strategy tightly aligned with Dandy's objectives of serving every dentist
• Deliver key performance indicators (KPIs) to measure customer support performance and deliver cost to serve targets, utilizing data-driven insights to drive continuous improvements
• Build, develop, and mentor a high-performing team of customer support managers and representatives, fostering a culture of consistent focus on exceeding customer expectations 
• Design and implement comprehensive training and performance processes to continuously enhance the skills, knowledge, and capabilities of the entire support team
• Analyze customer feedback and relevant data to identify key areas for improvement in the company's products, services, and underlying processes 
• Effectively manage and resolve complex and escalated customer issues in a timely and satisfactory manner, ensuring a positive outcome and preventing recurrence
• Forge strong collaborative relationships with product development, engineering, sales, and marketing teams to ensure a seamless and consistent customer experience across all touchpoints 

Qualifications:

• Extensive and progressive experience (typically 10+ years) in customer experience  leadership roles, with a significant portion of that experience at the senior management level or above
• Demonstrated success in building, scaling, and leading large, high-performing customer support teams within dynamic and evolving organizations
• Proven ability to think strategically and develop comprehensive customer experience  strategies that directly contribute to achieving overall business objectives
• Exceptional communication, interpersonal, and presentation skills, with the proven ability to effectively engage and influence individuals at all levels within the organization, as well as external stakeholders 
• Strong analytical and problem-solving skills, with the ability to interpret complex data sets, identify key trends, and make sound, data-informed decisions and tradeoffs
• The ability to thrive and excel in a fast-paced, dynamic, and often ambiguous environment, demonstrating adaptability and resilience in the face of change