Director Of Customer Experience At Angaza

Drive outstanding Customer Success outcomes
Implement strategies to intercept and prevent churn
Influence future lifetime value through greater product adoption, customer satisfaction, and overall health scores
Manage all Customer Success activities
Streamline training and onboarding
Optimize information share between Success and Support activities to identify gaps in customer understanding and address those through people-touch or tech-touch methods
Keep abreast of best practices in the rapidly evolving Customer Success space and encourage continuous learning within the team
Manage all Customer Support activities
Coordinate and optimize front-line Customer Support ticket responses
Collaborate closely with engineering to ensure consistent quality among escalated technical support requests
Optimize the feedback loop with training and onboarding to minimize tickets due to training gaps
Ensure a world class Customer Support experience that serves as a differentiator from competition
Measure effectiveness of customer experience touchpoints
Define operational metrics for the Success and Support teams
Work with Business Intelligence to establish a clear system for tracking metrics
Develop and report on standard metrics
BA/BS
5+ years experience leading customer-facing organizations
3 years minimum experience in Customer Success and/or Support leadership for a SaaS platform
Working experience with the following technologies:
Zendesk
Salesforce
Self-starter and comfortable with building systems and processes from scratch. Thrives in a “lean startup” style environment of experimentation, learning, and execution; start-up experience a strong plus
Analytical and process-oriented mindset
Excellent attention to detail balanced with ability to excel in high-level strategic work
Excellent verbal and written communication skills
Experience being goal-oriented and comfortable measuring your team’s success by quantitative metrics
Enthusiastic and creative leader with the ability to inspire others
Comfortable operating in international business settings; ability to attend to local norms for establishing strong relationships
Exemplify Angaza’s key values: impact-driven, empathetic, courageous, trustworthy, curious, and collaborative
Able to travel internationally (approx. 25% international travel is required).