In this fast-paced and collaborative environment, we require a strategic leader who possesses a profound awareness of the service features that are important to customers. With this knowledge, the leader can construct a compelling lineup of services backed with clear value propositions, partner with cross functional teams to bring the experience to life, and serve as the leader to drive continued growth of our services business.
- Proven leader with experience in a services based industry or SaaS organization, with 5+ years in a leadership role driving business results through improved customer experiences in Customer Success, Product Management, Product Marketing or similar functions.
- Undergraduate degree in a business, technical, or science discipline; MBA or advanced degree preferred
- Experience driving business model innovation and growth
- Proven experience in service experience strategy, customer experience design, or related field with a focus on service delivery.
- Proven ability to design and implement service experience strategies that improve customer retention and drive revenue growth.
- Strong cross functional leadership: ability to inspire an organization to deliver and champion customer experiences that drive retention and growth. Demonstrated success in building high performing teams through dotted line and direct management including recruiting and retaining top talent.
- Customer service & support expertise: demonstrated strength managing or working with customer support organizations and operations.
- Excellent analytical skills with the ability to ask the right questions and translate data into actionable insights.
- Excellent communication, presentation, and collaboration skills.
- This role is directly accountable for identifying opportunities to create unique service experiences catered to different customer segments that optimize for growth and retention.
- Service Experience Strategy Development: Lead the formulation and execution of a portfolio of service experiences that meet a diverse range of customer expectations.
- Customer Feedback and Insights: Utilize customer feedback, market research, and data analytics to drive insights and inform service lineup and service experience enhancements.
- Cross-functional Collaboration: partner closely with Marketing, Sales, Product Management, and Service Delivery teams to design holistic service experience solutions that result in trajectory changing business growth.
- Technology Integration: partner with product teams including our Virtual Expert Platform, Commerce and Billing, and Quickbooks Live teams to leverage technology solutions and advocate for new capabilities that enhance service delivery efficiently and drive customer engagement.
- Performance Metrics and Analysis: monitor and analyze service experience and monetization metrics to understand the effectiveness of service experience strategies and identify opportunities for improvement.
