Director Customer Experience

As a Customer Experience Manager at Dropthoughts, you will play a crucial role in developing and executing a comprehensive customer experience strategy that aligns with our business objectives. Your leadership will be instrumental in guiding and mentoring a team of customer experience consultants to foster a culture of excellence and continuous improvement. Collaborating with executive leadership, you will set goals and priorities for customer experience initiatives to ensure our clients" satisfaction. In the realm of Customer Success and Client Engagement, you will serve as the primary point of contact for key clients, understanding their needs and delivering customized consulting services to optimize their use of Dropthoughts feedback solutions. Through regular check-ins, reviews, and strategic planning sessions, you will ensure ongoing success and satisfaction for our clients. Working closely with the product management team, you will influence the product roadmap based on client feedback and market trends. Identifying opportunities for new features and enhancements, you will drive customer satisfaction and competitive advantage by providing strategic insights on customer needs and pain points. During the presales phase, you will partner with the sales team to demonstrate the value of Dropthoughts solutions to potential clients. Your contributions to the development of presales materials, presentations, and proposals will effectively communicate the benefits of our platform and align with overall business objectives. Utilizing data analytics, you will provide clients with actionable insights and recommendations based on customer feedback. Collaborating with the product and engineering teams, you will translate client feedback into product enhancements and new features, showcasing the impact of our solutions through reports, case studies, and thought leadership content. Continuously assessing and refining customer experience processes and methodologies, you will enhance service delivery by implementing best practices for customer engagement, feedback analysis, and client support. Your passion for customer success and deep understanding of customer experience principles will drive the adoption of new tools and technologies to improve efficiency and effectiveness. To qualify for this role, you should possess a Bachelor's degree in Business, Marketing, or a related field, with a Master's degree being preferred. Proven experience in customer experience management, consulting, or a related field is essential, along with strong leadership skills, excellent communication abilities, and proficiency in data analysis. Your ability to think strategically, drive change, and understand customer needs will be key to success in this role.,